Resident Services Manager

West Shore•Richmond, VA

About The Position

The Resident Services Manager helps run day-to-day operations at an apartment community, reports to the Property Manager, and steps in for the Property Manager when needed. The role balances resident service, rent collection, leasing support, and office administration, with the goal of keeping occupancy high, delinquency low, and residents happy. As the face of the property, the Resident Services Manager works closely with the Property Manager and on-site team to build a welcoming, connected community and provide a positive experience for residents, prospects, guests, and vendors. The role is based in the leasing office, with regular time spent walking the grounds, buildings, and vacant units in all weather. It includes some evening and weekend work and participation in an on-call rotation for after-hours emergencies. Duties and responsibilities may change or be assigned at any time, with or without notice.

Requirements

High school diploma or equivalent.
At least 2 years of experience in residential property management, leasing, or a related customer service role.
Working knowledge of Fair Housing laws and landlord-tenant regulations.
Experience handling rent collection, accounts receivable, or basic bookkeeping.
Valid driver's license and reliable transportation.
Customer service skills, including remaining calm, courteous, and solution-focused in tense situations.
Attention to detail in maintaining accurate ledgers, leases, and files.
Organization and flexibility to manage a shifting workload and deadlines.
Clear written and verbal communication with residents, vendors, and the team.
Problem-solving skills, sound judgment, and knowledge of when to escalate issues.
Comfort with Microsoft Office or Google Workspace, email, social media, and property management software.
Integrity in handling money and confidential resident information.
Ability to sit at a desk and use a computer for extended periods; walk the property, climb stairs, and inspect units throughout the day; and occasionally lift and carry up to 25 pounds.
Availability to work some evenings and weekends and participate in an on-call rotation for after-hours emergencies.

Nice To Haves

Associate's or bachelor's degree in business, real estate, or a related field.
Experience with property management software such as Yardi, RealPage, Entrata, or AppFolio.
Industry credentials such as CAM (Certified Apartment Manager), CALP, or NALP.
Affordable housing experience and LIHTC/HUD certifications such as COS or TCS, if applicable.
Bilingual ability in English/Spanish or other languages common in the community.

Responsibilities

Collect rent and other payments, post receipts accurately, and make bank deposits on schedule.
Manage delinquency by sending late notices, setting up payment plans, and preparing eviction filings in line with company policy and local law.
Process move-in and move-out charges, security deposit dispositions, and resident ledger adjustments.
Help prepare monthly rent roll, delinquency, and occupancy reports.
Code and process invoices and purchase orders, and help track spending against the operating budget.
Serve as a main point of contact for residents and respond to questions and concerns promptly and professionally.
Keep the office open and welcoming for residents, prospects, guests, and vendors.
Handle complaints and lease violations under the Property Manager's direction and document communications.
Keep a log of resident issues and services provided.
Monitor resident feedback on Kingsley or the company's survey platform and address concerns within 24 hours.
Coordinate at least one resident event per month to help residents connect with one another.
Prepare and deliver move-in and renewal gifts.
Coordinate lease renewals, including sending offers and following up.
Greet, tour, and lease to prospects, and respond promptly to incoming leads.
Process rental applications, including screening, background checks, and approvals.
Prepare lease documents and ensure they are complete and correctly signed.
Learn the community and surrounding neighborhood well enough to sell both.
Manage community social media and online reputation, including responding to reviews.
Oversee distribution of the monthly resident newsletter.
Monitor market conditions and competitor pricing.
Enter and track service requests and follow up with residents to confirm completion.
Coordinate unit turns with the maintenance team and vendors so units are ready on time.
Conduct move-in, move-out, and periodic unit inspections.
Walk the property regularly to identify curb appeal, safety, and maintenance issues.