Resident Services Manager 2

UDR Careers•Frisco, TX

6d•Onsite

About The Position

UDR is seeking a Resident Services Manager to join the team at Central Square at Frisco. This role manages customer service and resident relations, builds a positive sense of community, and supports community operations through administrative, asset quality, financial, vendor management, and personnel processes. The position may supervise one associate and is focused on helping the community meet or exceed expectations. The Resident Services Manager reports to a Community Director, Senior Community Director, District Manager, or Regional Manager. The role oversees day-to-day resident services and community presentation, supports leasing and renewals, manages resident communications and events, and coordinates with internal teams and vendors. It also handles operational records, customer feedback, resident issues, and related financial and administrative tasks. The role requires flexibility based on the community event calendar, including some weekend and evening work. The work is primarily in a normal office environment, with access to interior and exterior community areas and periodic exposure to outdoor conditions.

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, strategic decision-making, and property management operations.
Knowledge of and compliance with Fair Housing laws.
Strong customer service, personnel management, communication, and interpersonal skills.
Ability to apply policies and procedures, solve problems, exercise independent judgment, and make decisions.
Ability to prepare business analyses and plans; demonstrated budgeting and financial-planning ability.
Strong organization and project-management skills.
Ability to motivate, develop, and direct people and manage team performance in line with company policies and practices.
Proficiency with computer systems and applications, including Excel, word processing, internet, and email; demonstrated proficiency with internet searches.
Ability to create, compose, and edit written materials and provide web-based analytics and recommendations.
Ability to work with residents, prospective residents, company managers, associates, regulatory agencies, and business community members, and respond to inquiries or complaints.
Ability to work a flexible schedule based on the event calendar, including some weekends and evenings.
Physical ability to travel around the community, access interior and exterior areas and amenities, and occasionally lift items weighing up to 30 pounds; some bending, stooping, and stretching are required.
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, or customer service, with experience in special events, marketing, and website management preferred.
Customer-service experience in hotel properties, rental operations, or a related upscale service business.
Experience using social media websites such as Facebook, Twitter, and Pinterest, and demonstrated understanding of social media campaigns.

Responsibilities

Walk the community daily, open and close showing units, inspect offices, restrooms, amenities, parking areas, and show apartments, and monitor smart-lock battery upkeep.
Refresh community signage and prepare and distribute collateral to support occupancy and community presentation.
Respond professionally and promptly to resident and guest questions and implement customer-service improvement strategies.
Arrange self-guided or guided tours and provide information about short-term rentals, corporate housing, and guest suite rentals.
Conduct new-resident move-in orientations and assist with annual renewal conversations as needed.
Oversee customer surveys and promptly follow up after service requests by email or text; conduct follow-up calls to assess service quality and satisfaction.
Monitor maintenance matters, escalate issues to the Service Manager when appropriate, and follow up until resolution.
Work with the Business Manager on financial responsibilities and reconcile the community purchase card.
Lead team huddles, communicate updates and initiatives, hire and train staff, develop employees, address performance issues, and approve time records and time-off requests when supervising staff.
Manage vendor keys, source vendors as needed, and maintain community telecom and computer equipment in coordination with IT.
Prepare and deliver resident and community notices, legal notifications, and move-in documentation; issue keys, fobs, remotes, parking permits, and assignments.
Review, monitor, administer, and sign leases as needed; enforce policies and maintain lease and community records in compliance with legal and company requirements.
Plan and manage community events and maintain the community website, social media campaigns, and outreach marketing efforts.
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 processes.
Investigate and resolve community or resident issues, disturbances, complaints, and crime-related inquiries; dispatch patrol services and complete incident reports as needed.
Represent the organization with the Business Manager in court appearances related to non-payment, other legal actions, small claims, and unlawful detainer hearings as required.
Administer key policies and document key distribution; oversee office supplies and refreshments.
Develop and maintain property emergency action procedures.
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 policies and UDR values; perform other assigned duties.