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, the role prioritizes move-in satisfaction and renewal acquisition and serves as the primary liaison to the Support Services Team. The position also partners with Sales Leadership to support a smooth transition from prospect to resident. Responsibilities include creating a welcoming environment, organizing resident appreciation events, and maintaining an active social media presence. The position serves 565 Hank by Windsor and Windsor Old Fourth Ward in Atlanta, Georgia. Weekend work may be required depending on site performance, regional needs, support for newly acquired acquisitions, or other factors. The role requires proficiency with Microsoft 365 and working knowledge of property management and prop-tech systems.
Requirements
- 2–3 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.
- Ability to demonstrate proficiency with Microsoft 365, including Word, Excel, Outlook, and Microsoft Teams.
- 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, Happy Co move-in inspections, white-glove inspections, and other steps needed 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 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.
- Detail 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 and move-in/move-out schedules to manage move-outs and prepare for upcoming move-ins.
- Manage the notice-to-vacate process, including related paperwork and system action items.
- Partner with the Prior Resident Support team by providing necessary information to Support Services, overseeing Move Out Inspections in the inspection software platform, and facilitating 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.
- Create a warm and inviting environment, organize resident appreciation events, and maintain an active and 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.
- 10 days of paid vacation time 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.
- Growth and development opportunities, including training and mentoring.
- 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
