Resident Services Manager

The Scion Group•Knoxville, TN

2d•Onsite

About The Position

The Resident Services Manager plays a key leadership role in fostering a high-quality living experience for residents through proactive service, relationship management, and efficient operations. The manager oversees resident satisfaction, communication, and engagement while supporting leasing, marketing, and compliance initiatives. The role calls for strong interpersonal skills, attention to detail, and professionalism when managing sensitive situations. The position is based on-site at the assigned community and may provide additional support to other communities in the portfolio as operational needs arise. The Resident Services Manager assumes responsibility for managing ETM staff only when the General Manager is absent, such as during PTO or vacancies. Evening or weekend availability may be required during move-in/move-out periods, peak leasing seasons, emergencies, and inclement weather needs.

Requirements

At least 2 years of experience in property management, leasing, or resident services.
Strong interpersonal, conflict resolution, and customer service skills.
Ability to handle crisis situations and sensitive conversations.
Familiarity with Entrata or similar property management software.
Strong organization and ability to manage multiple priorities.
Proficiency in Microsoft Office and social media platforms.
Eligible to work in the United States; the employer is unable to sponsor visas.

Responsibilities

Lead reputation management across review platforms and internal feedback channels.
Mediate and resolve resident complaints with empathy and professionalism.
Manage delinquency notices and financial backing follow-up support.
Coordinate mutual terminations in accordance with company and legal standards.
Lead crisis management efforts in collaboration with leadership and emergency services.
Oversee resident insurance compliance and follow-up.
Organize and execute resident events to build community engagement and support retention.
Manage ETM staff when the General Manager is absent, such as during PTO or vacancies.
Oversee leasing workflows and generate lease documents in Entrata.
Provide backup support for lead follow-up, sales calls, and lease execution.
Manage immediate move-ins, inspections, and unit transfers.
Lead Entrata BUA management and maintain accurate leasing and review dashboards.
Review and countersign housing agreements under the approval and direction of the General Manager, ensuring compliance with company policies and contractual standards.
Support the General Manager in managing Entrata dashboards and performance metrics.
Partner with accounting and operations on delinquency, financial aid, and related processes.
Ensure timely processing of lease paperwork, renewals, and notices to vacate.
Collaborate on local marketing campaigns and leasing promotions.
Lead or co-manage social media efforts to promote events, resident engagement, and leasing updates.
Assist with seasonal or emergency-specific responsibilities, including vacant-position coverage, legal correspondence, Fair Housing matters, crisis management, and capital project planning or support.
Display flexibility, sound judgment, and cross-department collaboration as situations evolve.