Resident Services Manager II
About The Position
The Resident Services Manager II oversees the smooth operation of the community, supports an exceptional resident experience, and fosters a strong sense of community. Working closely with a direct manager and the Sales Leadership team, the role supports resident satisfaction and renewals, serves as a primary liaison to the Support Services Team, and helps ensure a smooth transition from prospect to resident. The manager also helps create a welcoming environment through resident appreciation events and an active social media presence. Responsibilities include responding to or escalating resident issues; managing packages; coordinating move-in documentation, inspections, welcome appointments, and follow-up communications; and partnering with the Service Manager on work order communications and resident follow-ups. The role also processes invoices, monitors spending against operating budgets, reports monthly variances with recommendations, assists with Funnel CRM queue management and unguided tours, reviews move-out and make-ready schedules, manages the notice-to-vacate process, and coordinates with the Prior Resident Support team on move-out inspections and the TIDY program. Weekend work may be required depending on site performance, regional needs, support for newly acquired properties, or other factors. The position requires proficiency with Microsoft 365 and working knowledge of property management and prop-tech systems. Compensation starts at $34 per hour ($70,720 annually), with a stated range of $34–$46.71 depending on experience, tenure, and location. Average monthly bonus potential is 20% of base salary, paid quarterly; stated starting annual compensation potential is $84,864.
Requirements
- Candidate will have 2–3 years of sales experience in a retail, hospitality, or 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.
- Proficiency with Microsoft 365 products, including 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-related experience preferred.
Responsibilities
- Ensure timely resolution or escalation of resident issues.
- Lead resident package management efforts.
- Prepare move-in documentation and coordinate Happy Co move-in inspections, white-glove inspections, and other steps for a seamless move-in.
- Conduct move-in welcome appointments to greet and orient new residents.
- Communicate with residents after move-in to check customer satisfaction.
- Partner with the Service Manager to monitor the Work Order Program and help address resident communication issues.
- 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 recommendations to the direct manager.
- Assist with Funnel CRM queue management.
- Support successful unguided prospect tours through signage, preparation of designated tour apartments, and greeting prospects.
- Review maintenance make-ready, move-in, and move-out schedules to handle move-outs efficiently and prepare for upcoming move-ins.
- Manage the notice-to-vacate process, including associated paperwork and system actions.
- Partner with the Prior Resident Support team by providing information to Support Services, overseeing Move Out Inspections in the inspection software, and facilitating the TIDY program.
- Maintain a close partnership with the Service Manager on communication and processes related to the Work Order and Make Ready Maintenance Program.
- Help foster community through resident appreciation events and an active, engaging social media presence.
Benefits
- Comprehensive benefits package including medical, dental, and vision coverage, 401(k), and paid time off.
- One hour of paid sick and safe time 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 and team development.
- Average monthly bonus potential of 20% of base salary, paid quarterly.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
