Resident Services Manager - Brand New, Lease-Up Apartment Community

UDR Careers•Riverside, CA

10h•Onsite

About The Position

UDR, Inc. and its affiliated companies are seeking a Resident Services Manager to join our team at our brand-new, lease-up apartment community located in Riverside, CA. This role is ideal for someone who thrives on crafting an amazing customer experience and providing satisfying solutions. As a Resident Services Manager, you will build a sense of community and rally your team to achieve the community’s resident retention and customer service goals.

Requirements

Bachelor’s degree in business, related field, or its equivalent, preferred. In lieu of degree, equivalent experience in property management or related business operations.
Property management experience in on-site office operations, leasing, administration, and customer service.
Experience in a supervisory/managerial role, such as Assistant Property Manager and/or Property Manager.
Experience coaching, mentoring, and developing teams.
Customer service experience.

Nice To Haves

Ongoing education opportunities to encourage skillset development.
Culture of enhancing the growth and advancement of individual career goals.

Responsibilities

Manage and complete a variety of tasks associated with driving and supporting community operations, including preparing and delivering resident and community notifications, managing the new resident move-in process, and enforcing policies and procedures.
Maintain compliance related to lease agreements, including review and authorization of leases and ensuring community records are maintained according to legal requirements and company policies.
Plan and manage all community events.
Manage and maintain the community website, social media campaigns, and outreach marketing efforts to drive occupancy and increase visibility.
Maintain acceptable NPS scores and facilitate the Reputation Management Process.
Utilize the Sugar CRM to manage resident relations, service requests, and communications.
Manage Smart Rent and Package/Parcel Management.
Manage key policy and process by providing keys to residents or contractors and documenting accordingly.
Investigate, address, and resolve community and resident issues, disturbances, complaints, and crime-related activities, including dispatching patrol services.
Complete incident reports for Risk Management as needed.
Serve as organizational representative for court appearances regarding non-payment and/or other legal actions.
Oversee inventory and replenishment of community office supplies and refreshments.
Develop and maintain emergency action procedures for the properties.
Work closely with Centralized Admin, Centralized Sales, and Renewal teams to ensure leasing and renewal goals are met.
Ensure leadership style creates a productive, motivated, informed, inspired, engaged, and goal-oriented team.
Comply with all Company policies and procedures related to employment.
Commit to Living the UDR Values each day.
Perform other duties as assigned or needed.
Ensure community is ready for business and meets established physical standards daily by walking the community, opening and closing showing units, and monitoring property areas for quality, cleanliness, and presentation standards.
Proactively monitor battery upkeep of smart locks.
Refresh community signage and distribute collateral as needed to support occupancy and improve community image.
Provide the best standard of quality and service through resident relations, answering resident and guest questions professionally and timely.
Implement strategies to improve the quality of customer service.
Proactively execute and close self-guided tours and/or provide guided community tours for prospects, providing information on short-term rentals, corporate housing, and guest suite rentals.
Conduct move-in orientation sessions for new residents and drive annual renewal conversations.
Oversee the Customer Survey Program, ensuring immediate follow-up to residents upon completion of service requests and conducting follow-up phone calls to gather feedback.
Oversee and ensure maintenance-related matters are resolved or escalated to the Service Manager, and continue to follow up until the issue is resolved.
Complete various accounting and financial functions associated with community operations, including Purchase Card (P-card) reconciliation.
Lead a winning team by professional example, taking ownership and personal interest in direct reports to drive results and team performance.
Host daily and weekly team huddles to discuss community/resident/operations issues and provide updates.
Hire and train new staff and develop staff to maximize potential.
Monitor staff performance, address performance problems through corrective action, and dismiss staff if necessary.
Assist direct reporting staff with concerns or complaints involving job duties, performance standards, and relations with coworkers or supervisors.
Approve time records and requests for time off.
Manage vendor keys according to UDR’s policies and procedures.
Source new vendors as needed to maintain community appearance and resident services.
Maintain community telecom and computer equipment, partnering with IT to troubleshoot system issues and test systems.

Benefits

Comprehensive benefit package
Company matched 401(k)
Vacation and personal time (up to 10 vacation days, 6 sick days, 4 personal days, and 2 floating holidays per year) plus company observed holidays
Discounts to live in our best-in-class communities
Tuition reimbursement
Company sponsored events
Community service days
Annual President's Club held in Las Vegas
Medical, Dental, Vision Plans
Medical Flexible Spending Account
Dependent Care Spending Account
Lifestyle Spending Account
Supplemental Term Life Insurance
Voluntary Cancer Insurance
Supplemental Short-Term Disability Insurance / AD&D Insurance
Voluntary Long Term Care Insurance
401(k) Plan with company match