Resident Services Manager

The Scion Group•Knoxville, TN

3d•Onsite

About The Position

The Resident Services Manager plays a leadership role in fostering a high-quality resident living experience through proactive service, relationship management, and efficient operations. The role oversees resident satisfaction, communication, and engagement while supporting leasing, marketing, and compliance initiatives. It requires strong interpersonal skills, attention to detail, and professionalism when managing sensitive situations. The position is full-time and on-site at the assigned community. The manager may also support other communities in the portfolio as operational needs require. Evening or weekend availability may be required, particularly during move-in and move-out periods, peak leasing seasons, emergencies, and inclement weather. The manager assumes responsibility for managing ETM staff only when the General Manager is absent, such as during PTO or a vacancy.

Requirements

At least 2 years of experience in property management, leasing, or resident services.
Strong interpersonal, conflict resolution, and customer service skills.
Ability to handle crisis situations and manage sensitive conversations.
Familiarity with Entrata or similar property management software.
Strong organizational skills and ability to manage multiple priorities.
Proficiency in Microsoft Office and social media platforms.

Responsibilities

Lead reputation management across review platforms and internal feedback channels.
Mediate and resolve resident complaints with empathy and professionalism.
Manage delinquency notices and provide financial backing follow-up support.
Coordinate mutual terminations in accordance with company and legal standards.
Lead crisis management efforts in collaboration with leadership and emergency services.
Oversee resident insurance compliance and follow-up.
Organize and execute resident events to build community engagement and support retention.
Manage ETM staff when the General Manager is absent, such as during PTO or vacancies.
Oversee leasing workflows and generate lease documents in Entrata.
Provide backup support for lead follow-up, sales calls, and lease execution.
Manage immediate move-ins, inspections, and unit transfers.
Lead Entrata BUA management and maintain accurate leasing and reviews dashboards.
Review and countersign housing agreements under the General Manager’s approval and direction, ensuring compliance with company policies and contractual standards.
Support the General Manager in managing Entrata dashboards and performance metrics.
Partner with accounting and operations on delinquency, financial aid, and related processes.
Ensure timely processing of lease paperwork, renewals, and notices to vacate.
Collaborate on local marketing campaigns and leasing promotions.
Lead or co-manage social media efforts to promote events, resident engagement, and leasing updates.
Assist with seasonal or emergency-specific responsibilities, including vacant-position coverage, legal correspondence, Fair Housing matters, crisis management, and capital project planning or support.
Provide support to other portfolio communities as operational needs require.