Resident Services Manager

GHP Management Corporation•Los Angeles, CA

1d•$80,000 - $85,000•Onsite

About The Position

The Resident Services Manager serves as a crucial role in developing and managing the relationships with residents through the delivery of the highest level of hospitality and customer service to our residents and the mentoring, coaching, training, development and support of the Resident Services Team. You are responsible for meeting the Owner’s asset performance expectations within your assigned Community Department by achieving revenue growth, occupancy (renewals) and reputation management goals. You accomplish these goals through leading your team in creating the greatest possible living experience and well‐being of all individuals associated with the Community, both team members and residents. You thrive on sharing your knowledge and creating a better future for GHP. You are the number one Ambassador of the GHP Culture and Vision within your Community. Customer Service: Provide leadership to the Resident Services department by setting a Service Excellence standard and inspiring the team to achieve it. Ensure all resident interactions are handled in an efficient and customer service forward manner. Follow up with residents to confirm customer satisfaction. Manage all resident move-ins, service requests and in-person resident interactions, including ensuring all resident complaints are resolved, follow-up is conducted and documented. Ensure all information, access maps, move-in packets and keys are prepared prior in advance, as well as verify function of keys and assignment of parking spots. Acts as first level of contact for all resident inquiries, service requests and concerns Creates a sense of community and an outstanding living experience for residents Resolution driven and promotes positive, proactive resident relations Mediate residents’ conflicts and provide recommended alternative solutions to management for consideration Efficiently handle resident requests and escalations Sales and Marketing: Partner with Marketing Department for monthly events and attend events as necessary to promote the customer relations. Promote a positive customer experience. Work with our residents to have them post their positive experiences on websites to increase our online reputation OPERATIONS: Manage the Resident Services department and partner with the Maintenance Manager, and Leasing Manager on daily needs. Work closely with the Leasing Manager to validate all lease preparations are prepared, printed and signed/approved in advance of move-in date. Inspect property regularly to ensure that all common areas are clean, and amenities are in working order. Property balcony inspections weekly (logged) and units in violation are notified for corrections. Ensure parking assignments are complete and parking regulations are enforced. Assist in the lease renewal program and work with the Property Manager and Leasing Manager to create lease renewal events. Manage all guest suite and amenity rentals. Complete all depositing accounting per move out; submit to the Property Manager for signature. Help close work orders in the system and complete follow up calls to ensure each work order is complete to our resident’s satisfaction. Prepare and complete all administrative forms, files and assigned reports in a timely manner. Maintain knowledge of and application of GHP Management policies and procedures as well as property community policies. Responsible for reviewing daily reports from Security and following up with residents regarding any concerns reported. Ensure all claims are reported within 24 hours to GHP Corporate and to insurance companies as necessary.

Requirements

High school diploma or equivalent experience
2-5 years’ experience within a customer service management capacity within Property Management and or similar role in other customer-facing environments with at least 3 years of non-management customer service responsibilities.
Knowledge of Fair Housing preferred
General computer skills required
Frequently move/traverse inside office to access file cabinets, office machinery, etc.
Constantly operates computer and other office machinery
Ability to remain in a stationary position for extended periods of time
Ability to observe details at close range (within a few feet of the observer)
Constantly positions self to bend, stoop, reach, lift
Frequently lift/move/carry 5lbs
Occasionally lift/move/carry up to 50lbs with/without assistance
Constantly communicate, converse and exchange information with coworkers, vendors, residents and visitors
Constantly works in low to moderate noise levels
Reading
Writing
Ability to communicate clearly
Ability to deal with complex issues
Attention to detail.
Must have unrestricted work authorization to work in the United States
Must be willing to submit to a background investigation.

Responsibilities

Provide leadership to the Resident Services department by setting a Service Excellence standard and inspiring the team to achieve it.
Ensure all resident interactions are handled in an efficient and customer service forward manner.
Follow up with residents to confirm customer satisfaction.
Manage all resident move-ins, service requests and in-person resident interactions, including ensuring all resident complaints are resolved, follow-up is conducted and documented.
Ensure all information, access maps, move-in packets and keys are prepared prior in advance, as well as verify function of keys and assignment of parking spots.
Acts as first level of contact for all resident inquiries, service requests and concerns
Creates a sense of community and an outstanding living experience for residents
Resolution driven and promotes positive, proactive resident relations
Mediate residents’ conflicts and provide recommended alternative solutions to management for consideration
Efficiently handle resident requests and escalations
Partner with Marketing Department for monthly events and attend events as necessary to promote the customer relations.
Promote a positive customer experience.
Work with our residents to have them post their positive experiences on websites to increase our online reputation
Manage the Resident Services department and partner with the Maintenance Manager, and Leasing Manager on daily needs.
Work closely with the Leasing Manager to validate all lease preparations are prepared, printed and signed/approved in advance of move-in date.
Inspect property regularly to ensure that all common areas are clean, and amenities are in working order.
Property balcony inspections weekly (logged) and units in violation are notified for corrections.
Ensure parking assignments are complete and parking regulations are enforced.
Assist in the lease renewal program and work with the Property Manager and Leasing Manager to create lease renewal events.
Manage all guest suite and amenity rentals.
Complete all depositing accounting per move out; submit to the Property Manager for signature.
Help close work orders in the system and complete follow up calls to ensure each work order is complete to our resident’s satisfaction.
Prepare and complete all administrative forms, files and assigned reports in a timely manner.
Maintain knowledge of and application of GHP Management policies and procedures as well as property community policies.
Responsible for reviewing daily reports from Security and following up with residents regarding any concerns reported.
Ensure all claims are reported within 24 hours to GHP Corporate and to insurance companies as necessary.