Resident Services Manager -Legacy Hill Apartments

Udr • Nashville, TN

230d

About The Position

Every day is an opportunity for you to ensure exceptional leadership of the operations of a UDR community. UDR, Inc. and its affiliated companies are seeking a Resident Service Manager to join our team at Legacy Hill ( #206 homes) located in Nashville, TN in the Bellevue area. The Resident Services Manager focuses on the management of all aspects of customer service by creating a positive sense of community and fostering positive relationships with community residents. Position may have supervision over one direct reporting staff and will drive various administrative, asset quality, customer service, financial, vendor management and personnel processes in support of community operations. Specific intent is to manage the resident relations aspect of the business to ensure community performs at highest levels to achieve and/or exceed expectations.

Requirements

• Bachelor's Degree in Business, related field, or its equivalent, preferred.
• Minimum 2 to 5 years property management experience in onsite office operations.
• Minimum of two years' management or supervisory experience is required.
• Experience in customer service positions in hotel properties or related upscale service business is preferred.
• Must have and maintain a valid driver's license.

Nice To Haves

• Experience in special events, marketing, and website management preferred.
• Knowledge of principles and methods for promoting property.
• Demonstrated ability in budgeting and financial planning.
• Established ability in the use of social media websites.

Responsibilities

• Ensure community is ready for business and meets established physical standards daily.
• Walk community daily; open and close all 'showing' units.
• Monitor property including office space, restrooms, amenity areas, parking lot and 'show' apartments.
• Refresh community's signage, write and distribute collateral as needed.
• Answer all resident and guest questions professionally and timely.
• Implement strategies to improve quality of customer service.
• Proactively launch self-guided tours and/or provide guided community tours for prospects.
• Conduct move-in orientation sessions for new residents.
• Oversee the Customer Survey Program and ensure immediate follow up to residents.
• Oversee and ensure maintenance related matters are resolved.
• Work closely with Business Manager to complete required financial responsibilities.
• Conduct Purchase Card (P-card) reconciliation for community.
• Host daily and weekly team huddles to discuss community/resident/operations issues.
• Hire and train new staff and develop staff to maximize potential.
• Monitor staff performance and address performance problems.
• Approve time records and requests for time off.
• Manage vendor keys according to UDR's policies and procedures.
• Source new vendors as needed.
• Maintain community telecom and computer equipment.
• Prepare, communicate, and deliver all resident specific and community letters.
• Review, monitor, administrate and sign leases as required.
• Plan and manage all community events.
• Maintain acceptable NPS scores and facilitate Reputation Management Process.
• Utilize the Sugar CRM to effectively manage resident relations.
• Investigate, address, and resolve all community and resident issues.
• Serve as organizational representative for court appearances regarding non-payment.
• Manage key policy and process by providing keys to residents or contractors.
• Oversee inventory and replenishment of community office supplies.
• Develop and maintain emergency action procedures for the properties.
• Work closely with the Centralized Admin, Centralized Sales and Renewal teams.
• Ensure leadership style creates a productive, motivated, informed, inspired, engaged and goal-oriented team.
• Comply with all Company policies and procedures related to employment.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Real Estate
• Education Level: Bachelor's degree