Resident Services Manager 2

UDR - Opening Doors to your future•Frisco, TX

About The Position

UDR is seeking a Resident Services Manager to join its team at Central Square at Frisco. The role manages customer service and resident relations to foster a positive sense of community and strong relationships with residents. It supports community operations across administrative, asset quality, customer service, financial, vendor management, and personnel functions. The position may supervise one associate and is responsible for helping the community meet or exceed performance expectations. The manager maintains the community’s appearance and readiness, supports leasing and renewals, conducts resident orientations and tours, follows up on service requests and resident feedback, and manages communications, events, marketing, records, and compliance. The role also coordinates with internal teams and vendors, handles a range of resident and community concerns, and may represent the organization in court proceedings. Work takes place in a normal office environment, with access required throughout the community and amenities and periodic exposure to outdoor conditions. The schedule may vary with the event calendar, and some evening and weekend work is required.

Requirements

At least two years of management or supervisory experience.
A valid driver’s license must be maintained unless otherwise noted.
Knowledge of organizational policies and procedures, business concepts, research principles, strategic decision-making, and applying policies to everyday business issues.
Understanding of property management and Fair Housing laws, along with knowledge of property promotion principles and methods.
Strong customer-service and personnel-management skills; ability to develop business analyses and plans, and demonstrated budgeting and financial-planning ability.
Highly organized, with project-management, initiative, problem-solving, and decision-making skills.
Ability to motivate, develop, and direct people, apply work-leadership and management practices, and manage team performance in accordance with company policies, values, and business practices.
Exceptional written and verbal communication, polished interpersonal skills, professionalism, and an outgoing personality; ability to exercise independent judgment and work with residents, prospects, managers, associates, and others.
Knowledge of computer systems and applications, with highly proficient Excel, word-processing, internet, and email skills; ability to create, compose, and edit written materials.
Ability to work a flexible schedule based on the event calendar, including some evenings and weekends.
Ability to travel around the community and perform occasional bending, stooping, stretching, and lifting of items weighing up to 30 pounds; sufficient dexterity to use office equipment and normal hearing and eyesight for reporting and communication.
Regular and consistent attendance.

Nice To Haves

Bachelor’s degree in Business, a related field, or equivalent; equivalent experience in residential properties, marketing and website development, or related business operations may substitute for a degree.
Two to five years of property-management experience in onsite office operations, leasing, administration, and customer service, as well as experience in special events, marketing, and website management.
Customer-service experience in hotel properties, rental operations, or a related upscale service business.
Established ability to use social media websites such as Facebook, Twitter, and Pinterest; understanding of social media campaigns and ability to provide web-based analytics and recommendations.

Responsibilities

Walk the community daily and ensure offices, restrooms, amenities, parking areas, and show apartments meet quality, cleanliness, and presentation standards; open and close showing units and monitor smart-lock battery upkeep.
Refresh community signage and create or distribute collateral to support occupancy and improve the community’s image.
Respond professionally and promptly to resident and guest questions, and implement customer-service improvement strategies.
Launch self-guided tours or conduct guided tours and provide information about short-term rentals, corporate housing, and guest suites.
Conduct move-in orientations and assist with annual renewal conversations as needed.
Oversee the Customer Survey Program, promptly follow up after service requests, and contact residents to assess service quality and satisfaction.
Ensure maintenance issues are resolved or escalated to the Service Manager, following up until resolution.
Work with the Business Manager on financial responsibilities and reconcile the community Purchase Card.
If applicable, lead team huddles; hire, train, and develop staff; monitor performance; address performance issues; and approve time records and time-off requests.
Manage vendor keys, source vendors as needed, and maintain community telecom and computer equipment in coordination with IT.
Prepare and deliver resident and community communications, manage move-in documentation, and issue keys, fobs, remotes, parking permits, and assignments.
Review, administer, and sign leases as required; enforce policies and procedures and maintain lease and community records in compliance with legal and company requirements.
Plan and manage community events.
Manage the community website, social media campaigns, outreach marketing, and online listings to support occupancy and visibility.
Maintain acceptable NPS scores and facilitate the Reputation Management Process.
Use Sugar CRM to manage resident relations, service requests, and communications; manage Smart Rent and Package and Parcel systems.
Investigate and resolve community and resident issues, disturbances, complaints, and crime-related inquiries; dispatch patrol services and prepare Risk Management incident reports as needed.
Represent the organization with the Business Manager at court proceedings regarding non-payment, other legal actions, small claims, and UD hearings as needed.
Manage key issuance and documentation according to the Key Policy.
Oversee inventory and replenishment of office supplies and refreshments for the office, residents, and guests.
Develop and maintain emergency action procedures for the properties.
Coordinate with Centralized Admin, Centralized Sales, and Renewal teams to support leasing and renewal goals.
Promote a productive, motivated, informed, engaged, and goal-oriented team; comply with company employment policies and embody UDR values.
Perform other duties as assigned or needed.