Resident Services Manager I

Windsor Communities • Pembroke Pines, FL

1d • Onsite

About The Position

The Resident Services Manager I oversees the smooth operation of the community, supports an exceptional resident experience, and helps foster a strong sense of community. Working closely with their direct manager, the role prioritizes move-in satisfaction and renewal acquisition and serves 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 position contributes to a welcoming community by organizing resident appreciation events and maintaining an active social media presence.

The role supports customer service, package management, move-in and move-out processes, financial administration, sales operations, and coordination with maintenance and support teams. Weekend work may be required depending on site performance, regional needs, 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 the Microsoft 365 product suite.
• Ability to work weekends when required by site performance, regional needs, newly acquired acquisitions, or other factors.

Nice To Haves

• Undergraduate degree preferred.
• Knowledge of Funnel CRM preferred.
• Transferable apartment-industry sales-related experience preferred.
• Working knowledge of property management and prop-tech systems.

Responsibilities

• Respond to resident issues in a timely manner and resolve or escalate 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.
• Conduct move-in welcome appointments and orient new residents to the community.
• Follow up with residents after move-in to assess customer satisfaction.
• Partner with the Service Manager to monitor the Work Order Program and help resolve resident communication issues.
• Conduct post-work-order follow-ups to ensure customer satisfaction.
• Process monthly invoices in accordance with the Procurement Policy.
• Monitor expenses and adjust spending in accordance with monthly operating budgets.
• Explain monthly operating-statement variances and provide recommendations to the direct manager.
• Assist with Funnel CRM queue management.
• 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 timely preparation for move-ins.
• Manage the notice-to-vacate process, including associated paperwork and system actions.
• Partner with the Prior Resident Support team by providing necessary information to the Support Services team.
• Oversee execution of the Move Out Inspection in the inspection software platform.
• Facilitate promotion and administration of the TIDY program.
• Maintain a close partnership 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 and engaging social media presence.

Benefits

• Comprehensive benefits package, including medical, dental, vision, 401(k), and paid time off.
• 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, training, mentoring, and advancement.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed