Resident Services Manager II
About The Position
The Resident Services Manager II oversees the smooth operation of the community, supports an exceptional customer experience, and helps foster a strong sense of community. Working closely with a direct manager and the Sales Leadership team, the role focuses on move-in satisfaction, renewal acquisition, resident support, and the transition from prospect to resident. The manager helps create a welcoming environment through resident appreciation events and an active social media presence. The role also supports customer service, financial management, sales operations, and administrative processes. It partners with the Service Manager and Support Services teams on work orders, make-ready maintenance, resident communications, move-outs, inspections, and related programs. 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 proficiency, including Word, Excel, Outlook, and Microsoft Teams.
- Working knowledge of property management and prop-tech systems.
- Ability to work weekends when required by site performance, regional needs, acquisitions, or other factors.
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 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.
- Follow up after work orders to ensure customer 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 unguided prospect tours through signage, apartment preparation, 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 related paperwork and system actions.
- Provide necessary information to the Support Services team and Prior Resident Support team.
- Oversee execution of Move Out Inspections within the inspection software platform.
- Facilitate the promotion and administration of the TIDY program.
- Work closely 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.
Benefits
- Comprehensive medical, dental, and vision benefits.
- 401(k).
- Paid time off, including 10 days of paid vacation accrued bi-weekly.
- One hour of paid sick and safe time for every 30 hours worked.
- Six weeks of paid parental leave after completing one year of employment.
- Ten paid holidays annually and up to three floating days.
- Training, mentoring, and opportunities for growth and advancement.
- 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
