Resident Services Manager 2 - Residences at Lake Merritt Apartments

UDR Careers•Oakland, CA

10d•Onsite

About The Position

UDR, Inc. is seeking a Resident Services Manager 2 to join their team at Residences at Lake Merritt, an apartment community in Oakland, CA. This role focuses on crafting an amazing customer experience, providing satisfying solutions, and acting as a "Care Hero" to save the customer's day. The Resident Services Manager 2 is responsible for building a sense of community and achieving the community’s resident retention and customer service goals.

Requirements

Minimum 2 to 5 years property management experience in onsite office operations, leasing, administration, customer service.
Minimum of two years’ management or supervisory experience is required.
Experience in customer service positions in hotel properties, rental operations, or related upscale service business is preferred.
Experience in special events, marketing, and website management preferred.

Nice To Haves

Bachelor’s degree in business, related field, or its equivalent, preferred.
In lieu of degree, equivalent experience in residential properties, marketing and website development, or related business operations is required.

Responsibilities

Ensure community is ready for business and meets established physical standards daily, including walking the community, opening and closing showing units, monitoring property cleanliness and presentation standards, and proactively monitoring smart lock battery upkeep.
Refresh community’s signage, write and distribute collateral as needed to support occupancy and improve community image.
Provide the best standard of quality and service through resident relations, answering questions professionally and timely, and implementing strategies to improve customer service quality.
Proactively launch self-guided tours and/or provide guided community tours for prospects, assist with information on short-term rentals, corporate housing, and guest suite rentals.
Conduct move-in orientation sessions for new residents and assist with annual renewal conversations.
Oversee the Customer Survey Program, ensuring immediate follow-up to residents upon completion of service requests and conducting follow-up phone calls to gather feedback.
Oversee and ensure maintenance-related matters are resolved or escalated to the Service Manager, continuing to follow up until the issue is resolved.
Complete various accounting and financial functions associated with community operations, including Purchase Card (P-card) reconciliation.
Lead the team by example, taking ownership and personal interest in direct reports to drive results and team performance.
Host daily and weekly team huddles to discuss community/resident/operations issues and concerns, and provide updates on policies, practices, and initiatives.
Hire and train new staff, develop staff to maximize potential, and monitor staff performance, addressing performance problems through corrective action.
Assist direct reporting staff with concerns or complaints involving job duties, performance standards, and relations with coworkers or supervisors.
Approve time records and requests for time off.
Manage vendor keys according to UDR’s policies and procedures.
Source new vendors as needed to maintain community appearance and resident services.
Maintain community telecom and computer equipment, partnering with IT to troubleshoot system issues.
Prepare, communicate, and deliver resident-specific and community letters and notifications, legal notifications, and manage the new resident move-in process, documentation, and issuance of keys, fobs, remotes, parking permits, and assignments.
Review, monitor, administrate, and sign leases as required, and enforce all policies and procedures.
Maintain compliance related to lease agreements, including review and authorization of leases and ensuring community records are maintained according to legal requirements and company policies.
Plan and manage all community events.
Manage and maintain exemplary community website, social media campaigns, and outreach marketing efforts to drive occupancy and increase visibility.
Maintain acceptable NPS scores and facilitate the Reputation Management Process.
Utilize the Sugar CRM to effectively manage resident relations, service requests, and resident communications.
Manage Smart Rent and Package and Parcel systems.
Investigate, address, and resolve all community and resident issues, disturbances, complaints, and crime-related activities/inquiries, including dispatching patrol services.
Complete incident reports for Risk Management as needed.
Serve as organizational representative with the Business Manager for court appearances regarding non-payment and/or other legal actions.
Manage key policy and process by providing keys to residents or contractors and documenting in accordance with the “Key Policy”.
Oversee inventory and replenishment of community office supplies and refreshments.
Develop and maintain emergency action procedures for the properties.
Work closely with Centralized Admin, Centralized Sales, and Renewal teams to ensure leasing and renewal goals are met.
Ensure leadership style creates a productive, motivated, informed, inspired, engaged, and goal-oriented team.
Comply with all Company policies and procedures related to employment.
Commit to Living the UDR Values each day in every action taken when executing the essential functions of the job.
Perform other duties as assigned or needed.

Benefits

Company matched 401(k)
Vacation and personal time (up to 10 vacation days, 6 sick days, 4 personal days, and 2 floating holidays per year) plus company observed holidays
Discounts to live in our best-in-class communities
Tuition reimbursement
Company sponsored events
Community service days
Annual President's Club
Medical, Dental, Vision Plans
Medical Flexible Spending Account
Dependent Care Spending Account
Lifestyle Spending Account
Supplemental Term Life Insurance
Voluntary Cancer Insurance
Supplemental Short-Term Disability Insurance / AD&D Insurance
Voluntary Long Term Care Insurance
401(k) Plan with company match