Resident Services Manager (Luxury Residences)

Comstock•Reston, VA

About The Position

Comstock is seeking a Resident Services Manager to join our team at a luxury high-rise community. Ensuring the highest level of resident satisfaction at our premier property. Reporting to the Property Manager, this role is the key point of contact for residents, guests, and vendors, overseeing communications, coordinating resident events, and ensuring maintenance requests and service needs are addressed promptly and professionally. The ideal candidate is a customer-focused problem solver with excellent communication skills, a keen eye for detail, and a passion for creating exceptional living experiences that foster long-term resident relationships.

Requirements

High school diploma or equivalent is required. College degree preferred.
Three years of progressive experience in the property management industry with at least two years at a Residential “Class A” luxury apartment building.
Prior leasing experience required.
Understanding of federal fair housing laws and any applicable state and local laws and resolutions of property management
Proficient knowledge of Microsoft Office/Suite, and any other software program identified as standard
Experience with Yardi Voyager/Yardi Voyager Plus or other similar system such as MRI
Experience handling conflict resolution
Must be highly credible and trustworthy, and operate with high degree of integrity
Must hold oneself and others accountable and strive for a high level of excellence
Must have a positive, can-do attitude and be able to fuel growth and innovation
Must be customer-focused and results-oriented
Must want to continuously learn and develop
Exceptional oral and written communication, active listening, and organizational skills
Ability to establish strong working relationships with others in team setting
Ability to multitask and prioritize tasks with a strong attention to detail in a fast-paced environment
Self-directed and able to work independently, with minimal supervision

Responsibilities

Provide stellar customer service to all residents, guests, and vendors
Oversee resident communications, including renewals, preventative maintenance and other building notices
Coordinate and schedule the resident events as approved by management; adhere to approved budget
Handle resident and prospect complaints and resolve issues in a professional and timely manner; exercising sound judgement and understanding when to escalate an issue
Call residents to schedule appointments as needed by maintenance staff
Ensure maintenance calls and in person requests are being addressed timely; follow up with all residents’ request
Enter maintenance issues to create tickets for the maintenance team
Make recommendations to Manager and Maintenance Manager on units for show and common area improvements
Assist with the turnover process and leasing duties as directed by the Manager
Perform routine building inspections and prepare building inspection reports
Manage onsite vendors, including third-party maintenance vendors and package delivery vendors
Ensure that equipment used by the residents is well maintained, used appropriately, tracked and returned
Establish and achieve specific goals for reducing turnover rates including promoting longer lengths of residency
Assist with other duties as assigned
Excellent attendance is required to perform the essential functions of this position
Perform other duties as assigned