Resident Services Manager - Aspire at West Campus (Student Living)

Greystar Management Services•Iowa City, IA

10d•Onsite

About The Position

The Resident Services Manager manages customer support for residents by assisting with service requests, accounting and rental issues, and coordinating other resident-related functions to support community goals for resident retention. The role works to achieve resident satisfaction and retention goals by resolving complaints and concerns promptly and answering questions about rent and fee payments. The position also coordinates resident communications and events, supports roommate matching and wait-list leasing, and helps maintain the daily appearance and readiness of the community’s leasing office, tour path, models, and vacancies. Depending on the community, the role may oversee the Community Assistant Program. It reviews nightly Courtesy Officer reports, follows up on incidents and lease violations as needed, secures the leasing office for the evening, and monitors and returns calls from the answering service. The job posting describes benefits for full-time employees, including medical, dental, vision, disability, and life insurance; paid time off; a possible onsite housing discount; a paid sabbatical after qualifying service; a 401(k) with company match; paid parental leave; fertility benefit reimbursement; an Employee Assistance Program; and additional insurance, legal, and charitable-giving benefits. Compensation may include bonus eligibility depending on role and performance.

Responsibilities

Resolve resident complaints and concerns in a timely manner and answer questions about rent and fee payments to support resident satisfaction and retention goals.
Complete callbacks on all service requests within 24 hours to check customer satisfaction.
Create and coordinate resident communications, including newsletters, surveys, lease violation letters, and other notices.
Manage roommate matching and assign wait-list leases as needed.
Organize and coordinate resident functions, including parties, birthday cards, welcome parties, unit visits, and other events as directed.
Evaluate the appearance and curb appeal of the landscape, office environment, and vacancies daily; ensure the leasing office, tour path, and model homes are ready for showings each day.
Oversee the Community Assistant Program where applicable.
Review Courtesy Officer nightly reports and follow up on incident reports and lease violation notices as necessary.
Ensure the leasing office is secured for the evening.
Check the answering service throughout the day and return calls as necessary.

Benefits

Competitive medical, dental, vision, disability, and life insurance benefits.
Low-cost (free basic) employee medical coverage for employee-only plans.
Paid time off, including 15 vacation days, 4 personal days, 10 sick days, and 11 paid holidays for new hires; additional vacation accrues with tenure, and a birthday day off is available after one year of service.
Onsite housing discount at Greystar-managed communities for onsite team members, subject to discount terms and unit availability.
Six-week paid sabbatical after 10 years of service and every five years thereafter.
401(k) with company match up to 6% of pay after six months of service.
Paid parental leave and lifetime fertility benefit reimbursement up to $10,000, including adoption or surrogacy.
Employee Assistance Program.
Critical illness, accident, hospital indemnity, pet insurance, and legal plans.
Charitable giving program and benefits.
Possible quarterly or annual bonus for corporate positions, based on individual and company performance.
Possible weekly, monthly, and/or quarterly bonuses for onsite property positions.