Resident Services Manager

Mac Properties•Kansas City, MO

5d•Onsite

About The Position

Mac Properties is a dynamic and growing private residential real estate company with operations in the metropolitan areas of Chicago, St. Louis, and Kansas City. We are hiring for a Resident Services Manager in Kansas City! As a Resident Services Manager- Kansas City Portfolio, you will be an integral member of the team that creates authentic experiences for our Residents and their guests. The Resident Services Manager- is responsible for overseeing and directing all Resident Services operations across the entire Kansas City portfolio. As a Resident Services Manager, you will establish and implement plans for improved resident satisfaction, standardize best practices within the department, and train staff on how to provide exceptional customer service.

Requirements

3+ years of previous experience in multi-family property management experience
1-2 years of previous experience passionately providing customer service to others.
Requires strong computer skills including Microsoft Office proficiency.
Ability to interact with management, peers, residents, visitors, and prospects in a professional and pleasant manner.
Ability to communicate professionally (written, verbal, and listening).
Exceptional customer service and follow-through skills.
Ability to set priorities, pay attention to details, handle multiple tasks, and meet deadlines.
Successful completion of a criminal background investigation prior to employment.
Receipt of satisfactory responses to reference requests.
Provision of satisfactory proof of an applicant's identity and legal authority to work in the United States.

Nice To Haves

Bachelor’s Degree in business or other related field preferred.
Experience with Salesforce preferred.

Responsibilities

Recruits, trains, and develops Residence Services staff. Coaches and mentors Resident Services team to deliver prompt and courteous service, with professionalism, integrity, and confidentiality, consistently exceeding industry standards.
Monitors Resident Services activities and performance metrics, adjusting work distribution and providing performance feedback and management, as needed.
Oversees all move-in and move-out processes for the Kansas City portfolio.
Ensures delinquency calls and 5-day notices are made on a timely and recurring basis.
Manages ongoing resident relations including partnering with maintenance to proactively identify building improvements, identifying negative trends in resident survey scores related to maintenance work orders and move-ins, and addressing any escalated resident concerns.
Oversees all resident lease renewals for the Kansas City portfolio, including ensuring all renewal paperwork is completed timely and accurately.
Authors and/or proofreads resident correspondence and communication.
Manages Resident Services team schedules to ensure adequate coverage to meet resident needs.
Ensures Resident Services team understands, applies, and complies with all company policies and procedures and all applicable federal, state, and local laws.
Performs other related duties and assignments as required.