Resident Services Manager I - Multifamily - Boston, MA
About The Position
Charlesgate Property Management is seeking an organized and proactive Resident Services Manager with an income specialization to deliver a consistent, high-quality resident experience across multiple managed multifamily properties. The position is the primary resident contact for assigned properties and supports portfolio performance, including resident retention, lease renewals, delinquency collections, compliance, communication, and financial outcomes. The role works closely with onsite teams, maintenance staff, leasing, accounting, and services teams to ensure responsive service and operational consistency. It is a portfolio-based onsite role requiring travel between properties, with standard business hours and occasional evenings or weekends for emergency on-call rotation.
Requirements
- At least 2 years of experience in multifamily property management, residential operations, hospitality, or a tenant-facing role.
- Ability to manage responsibilities across multiple sites or locations.
- Strong customer service, communication, and conflict-resolution skills.
- Strong organizational skills, attention to detail, and ability to prioritize effectively in a fast-paced environment.
- Proficiency with AppFolio property management software and Google Workspace.
- Reliable transportation and ability to travel between portfolio properties as required.
- Bilingual in English and Spanish; required.
- Ability to work occasional evenings or weekends as part of the emergency on-call rotation.
Nice To Haves
- Portfolio-based multifamily or mixed-use property experience.
- Familiarity with federal, state, and local housing regulations and tenant relations.
Responsibilities
- Own resident-related outcomes across the portfolio and serve as the central triage point for resident communications.
- Delegate tasks and follow-ups to coordinators or onsite staff, and collaborate with leasing, accounting, and services teams to optimize portfolio performance.
- Support resident communications, notices, updates, and operational messaging across properties.
- Complete performance reviews of the Resident Account Coordinator.
- Confirm renewal pricing in alignment with market conditions and ownership objectives; send renewal notices, track responses, and secure executed agreements by deadlines.
- Coordinate with housing authorities regarding payments, lease compliance, and required documentation.
- Finalize outstanding balances, process move-out charges, and send accounts to collections when necessary.
- Act as a liaison between residents and Charlesgate management, ensuring alignment and transparency.
- Ensure lease documents, charges, pass-through fees, and amendments are accurately completed and recorded.
- Oversee move-in processes, prepare and distribute move-in packets, and coordinate keys, fobs, and access setup.
- Coordinate with local Public Housing Authorities for Section 8 inspections, rent determinations, and annual recertifications.
- Monitor affordable housing compliance requirements and coordinate recertification documentation.
- Maintain accurate resident records, service logs, and documentation in property management systems.
- Support leasing, inspections, compliance, and audit processes as needed.
- Conduct routine property visits and walkthroughs to identify operational, safety, or cleanliness issues.
- Assist with access control, keys/fobs, package management, and resident-facing building systems.
Benefits
- Industry-leading health insurance coverage
- Paid time off
- Company holidays
- 401(k)
- FSA
- Supplemental insurance
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
