Resident Services Manager 2 - Luxury Apartment Community

Udr, Inc.•Placentia, CA

41d•$28 - $31

About The Position

UDR, Inc. and its affiliated companies are seeking a Resident Services Manager 2 to join our team at our luxury apartment community located in Placentia, CA. Do you thrive on crafting an amazing customer experience and providing satisfying solutions to customers? Do you want to be a "Care Hero" and it's your job to save the customer's day? As a Resident Services Manager 2, each day you to build a sense of community and strive to achieve 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 as well as experience in special events, marketing, and website management preferred.
Minimum of two years' management or supervisory experience is required.

Nice To Haves

Experience in customer service positions in hotel properties, rental operations, or related upscale service business is preferred.
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 as listed below:
Walk community daily; open and close all "showing" units. Monitor property including office space, restrooms, amenity areas, parking lot and "show" apartments to ensure they meet UDR's quality, cleanliness and presentation standards and proactively monitor battery upkeep of smart locks.
Refresh community's signage, write and distribute collateral as needed to support the drive for occupancy and improve community image.
Answer all resident and guest questions professionally and timely, balancing the needs of both internal and external customers. Implement strategies to improve quality of customer service.
Proactively launch self-guided tours and/or provide guided community tours for prospects, lend assistance, and provide information pertaining to short-term rentals, corporate housing opportunities and guest suite rentals.
Conduct move-in orientation sessions for new residents and assist with annual renewal conversations with existing residents if needed.
Oversee the Customer Survey Program by ensuring that that there is immediate follow up to residents upon the completion of each service request via an e-mail or text notification which includes the ability to request a follow up phone conversation. Follow-up phone calls to residents to gather more information on the quality and satisfaction of service requests.
Oversee and ensure the maintenance related matters are resolved and/or escalated to the Service Manager to be addressed immediately. If additional service is required, continue to follow up until the issue is resolved.
Work closely with Business Manager to complete required financial responsibilities.
Conduct Purchase Card (P-card) reconciliation for community.
Host daily and weekly team huddles to discuss community/resident/operations issues and concerns, provide update to team regarding policies, practices, company or team initiatives, training and team building.
Hire and train new staff and develop staff to maximize potential.
Monitor staff performance to include performance and address performance problems through corrective action and dismissal. Assist direct reporting staff to address and resolve concerns or complaints involving job duties and job descriptions, performance standards, relations with coworkers, relations with supervisors and managers.
Approve time records and requests for time off.
Manage vendor keys according to UDR's policies and procedures.
Source new vendors as needed in order to maintain community appearance and resident services.
Maintain community telecom and computer equipment, while serving as a partner to IT to troubleshoot system issues and test systems.
Prepare, communicate, and deliver all resident specific and community letters and notifications, legal notifications, in addition to the management of the new resident move-in process, documentation and the issuance of all community keys, fobs, remotes, parking permits and parking assignments.
Review, monitor, administrate and sign leases as required and needed.
Enforce all policies and procedures. Maintain compliance related to lease agreements including the review and authorization of all leases and ensuring community records (leases, addenda, reports, etc.) are maintained in accordance with stated legal requirements, company policies and/or procedures.
Plan and manage all community events.
Manage and maintain exemplary community website, social media campaigns, outreach marketing efforts for the community to drive occupancy and increase visibility, including PeerSpace, Craiglist, etc.
Maintain acceptable NPS scores and facilitate Reputation Management Process.
Utilize the Sugar CRM to effectively manage resident relations, service requests and resident communications.
Smart Rent Management and Package and Parcel Management.
Investigate, address, and resolve all community and resident issues, disturbances, complaints, and any crime-related activities/inquiries, including the dispatch for patrol services. Complete incident report for Risk Management as needed.
Serve as organizational representative along with the Business Manager for court appearances regarding non-payment and/or other legal action taken, small claims and UD hearings as necessary or required.
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 for office, residents, and guests.
Develop and maintain emergency action procedures for the properties.
Work closely with the 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

We offer a comprehensive benefit package, 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, and our annual President's Club, honoring our associates for their exceptional customer service and operational excellence.
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