Resident Services Manager - The Hilltop (Student Living)

Greystar•Santa Cruz, CA

7d•$23 - $26•Onsite

About The Position

This role manages customer support to all residents and retail tenants for assigned properties by ensuring timely communication and follow-up with all residential and commercial tenant concerns, including service requests, accounting, billing and payments inquiries, and any lease related issues or questions. The role will act as liaison between the business offices and the commercial tenants to ensure quality customer service and support for all commercial tenants and will also support the business office teams by assisting with planning and execution of resident events to help ensure strong retention.

Requirements

The hourly range for this position is $23 - $26
Many factors go into determining employee pay within the posted range including business requirements, prior experience, current skills and geographical location.
Corporate Positions: In addition to the base salary, this role may be eligible to participate in a quarterly or annual bonus program based on individual and company performance.
Onsite Property Positions: In addition to the base salary, this role may be eligible to participate in weekly, monthly, and/or quarterly bonus programs.

Responsibilities

Serves as the liaison between residents, commercial tenants, Greystar management offices, and client/owners.
Reviews and understands all commercial leases and abstracts to clarify responsibilities of both the manager/owner(s) and the commercial tenants.
Supports and achieves high levels of customer satisfaction and retention by ensuring timely communication and follow-up with all residential and commercial tenant concerns, including lease requirements and rent and fee payments.
Promotes satisfaction and retention by responding to questions, complaints, and service requests promptly and effectively, and taking appropriate action to resolve, address, and follow up on all inquiries and issues.
Reviews CAM charge billings for accuracy and explains charges to commercial tenants.
Ensures maintenance team members and vendors comply with company standards for timely service request responses.
Conducts regular property inspections to ensure safety, cleanliness, and general appearance and to monitor lease violations and maintenance standards.
Develops and coordinates resident and tenant communications, including newsletters, surveys, and lease violation letters.
Organizes and executes events for residents, tenants, and the local community, including social and charitable events.
Checks and responds to phone and email messages throughout the day.
Reviews nightly reports from Courtesy Patrol Officers and Valet Living, following up on incidents and lease violations, as necessary.
Prepares and delivers reports to client/owners as required.
Attends and participates in weekly meetings with client, LOA, and other support teams as required.
Assists with vendor and resident communication during emergency maintenance situations.
Assists in managing the client/owner relationship by meeting with the owners, conducting property tours, providing updates and information about the property’s performance, and responding to owner requests as needed.

Benefits

Competitive Medical, Dental, Vision, and Disability & Life insurance benefits.
Low (free basic) employee Medical costs for employee-only coverage; costs discounted after 3 and 5 years of service.
Generous Paid Time off.
All new hires start with 15 days of vacation, 4 personal days, 10 sick days, and 11 paid holidays.
Plus your birthday off after 1 year of service!
Additional vacation accrued with tenure.
For onsite team members, onsite housing discount at Greystar-managed communities are available subject to discount and unit availability.
6-Week Paid Sabbatical after 10 years of service (and every 5 years thereafter).
401(k) with Company Match up to 6% of pay after 6 months of service.
Paid Parental Leave and lifetime Fertility Benefit reimbursement up to $10,000 (includes adoption or surrogacy).
Employee Assistance Program.
Critical Illness, Accident, Hospital Indemnity, Pet Insurance and Legal Plans.
Charitable giving program and benefits.
Benefits offered for full-time employees.