Resident Services Manager I

Windsor Communities•Austin, TX

About The Position

The Resident Services Manager I oversees the smooth operation of a residential community and helps deliver an exceptional resident experience. Working closely with a direct manager, this 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 residents’ transition from prospect to resident. The role helps create a warm, inviting community by organizing resident appreciation events and maintaining an engaging social media presence. Responsibilities span resident service, move-in and move-out administration, sales support, and financial management. Weekend work may be required depending on site performance, regional needs, support for newly acquired properties, or other factors.

Requirements

2–3 years of sales experience in retail, hospitality, or a multifamily environment.
Microsoft Office 365 proficiency, including Word, Excel, Outlook, and Microsoft Teams.
Knowledge of Microsoft Office 365 is required.
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.
Working knowledge of property management and prop-tech systems.
An equivalent combination of education and experience will be considered.

Nice To Haves

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

Responsibilities

Respond to resident issues in a timely manner, resolving them or escalating them appropriately.
Lead resident package management efforts.
Prepare move-in documentation and inspections, including Happy Co move-in inspections and white-glove inspections, to support a seamless move-in.
Welcome and orient new residents through move-in appointments and follow up after move-in to check customer satisfaction.
Partner with the Service Manager to monitor the Work Order Program and help address resident communication issues related to work orders.
Conduct post-work-order follow-ups to ensure resident satisfaction.
Process monthly invoices in accordance with the Procurement Policy.
Monitor expenses and adjust spending in accordance with monthly operating budgets.
Document 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 greeting prospects.
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 the Support Services team, overseeing Move Out Inspections in the inspection software platform, and facilitating the TIDY program.
Maintain a close partnership with the Service Manager to improve communication and processes for the Work Order and Make Ready Maintenance Program.
Organize resident appreciation events and maintain an active, engaging social media presence.
Support the transition of customers from prospect to resident in partnership with Sales Leadership.

Benefits

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

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