Resident Services Manager I

Windsor Communities•Pembroke Pines, FL

1d•$58,240 - $86,819

About The Position

The Resident Services Manager I oversees smooth community operations, supports an exceptional resident experience, and helps foster a strong sense of community. Working closely with their direct manager, the role focuses on move-in satisfaction, renewal acquisition, and serving as the primary liaison to the Support Services Team. The manager also partners with Sales Leadership to support a smooth transition from prospect to resident. The role includes creating a welcoming environment, organizing resident appreciation events, and maintaining an active social media presence. The position handles resident concerns and package management; prepares and conducts move-in activities and follow-ups; coordinates with the Service Manager on work-order communications and satisfaction follow-ups; processes invoices and monitors expenses against budgets; supports sales activities and prospect tours; and manages move-out and related administrative processes. Weekend work may be required depending on site performance, regional needs, support for newly acquired acquisitions, or other factors.

Requirements

Two to three years of sales experience in retail, hospitality, or a multifamily environment.
Three years of related experience and/or training, or an equivalent combination of education and experience.
Experience working in a multifamily environment and/or property management operations.
Microsoft Office 365 skills are required, including proficiency with Word, Excel, Outlook, and Microsoft Teams.
Working knowledge of property management and prop-tech systems.

Nice To Haves

Undergraduate degree preferred.
Knowledge of Funnel CRM preferred.
Transferable apartment-industry sales experience preferred.

Responsibilities

Respond to resident issues in a timely manner and resolve or escalate them appropriately.
Lead resident package management efforts.
Prepare move-in documentation, Happy Co move-in inspections, white glove inspections, and other steps needed for a seamless move-in.
Conduct welcome appointments on move-in day to greet and orient new residents.
Communicate with residents after move-in to assess satisfaction.
Partner with the Service Manager to monitor the Work Order Program and help resolve resident communication issues; conduct post-work-order follow-ups.
Process monthly invoices in accordance with the Procurement Policy.
Monitor expenses and adjust spending in accordance with monthly operating budgets.
Report monthly operating-statement variances and provide corresponding recommendations to the direct manager.
Assist with management of the Funnel CRM queue.
Support unguided prospect tours through signage, preparation of designated tour apartments, and prospect greetings.
Review maintenance make-ready, move-in, and move-out schedules to coordinate move-outs and prepare for upcoming move-ins.
Manage the notice-to-vacate process, including associated paperwork and system action items.
Partner with the Prior Resident Support team by providing information to Support Services, overseeing Move Out Inspections in the inspection software platform, and facilitating the TIDY program.
Work closely with the Service Manager to improve communication and processes related to the Work Order and Make Ready Maintenance Program.
Organize resident appreciation events and maintain an active, engaging social media presence.

Benefits

Comprehensive benefits package, including medical, dental, vision, 401(k), and PTO.
One hour of paid sick and safe time for every 30 hours worked.
Ten days of paid vacation time accrued bi-weekly.
Six weeks of paid parental leave after completing one year of employment.
Ten paid holidays annually and up to three floating days.
Opportunities for growth and investment in team development.
Bonus potential of up to 20% of base salary, paid quarterly.

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume