Resident Services Manager

The Scion Group•Springfield, MO

8d•Onsite

About The Position

The Resident Services Manager plays a key leadership role in fostering a high-quality living experience through proactive service, relationship management, and efficient operations. The position oversees resident satisfaction, communication, and engagement while supporting leasing, marketing, and compliance initiatives. It requires strong interpersonal skills, attention to detail, and professionalism when managing sensitive situations. The manager leads resident relations and community experience, including reputation management, complaint resolution, delinquency follow-up, mutual terminations, crisis response, insurance compliance, and resident events. The role oversees leasing workflows and related documents in Entrata, supports lead follow-up and lease execution, manages move-ins and unit transfers, and maintains leasing and review dashboards. Housing agreements are reviewed and countersigned under the General Manager's approval and direction. The position supports operational processes with the General Manager, accounting, and operations; collaborates on local marketing and social media; and assists with seasonal or emergency-specific needs. The manager assumes responsibility for managing ETM staff only when the General Manager is absent. This is a full-time, on-site role at the assigned community, with support for other portfolio communities as operational needs require. Evening or weekend availability may be required during busy leasing and move-in/move-out periods, emergencies, or inclement weather.

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 manage sensitive conversations.
Familiarity with Entrata or similar property management software.
Strong organizational skills and the ability to manage multiple priorities.
Proficiency in Microsoft Office and social media platforms.
Evening or weekend availability may be required, especially during move-in/move-out periods, peak leasing seasons, emergencies, and inclement weather needs.

Responsibilities

Lead reputation management initiatives 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 efforts.
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 General Manager's approval and direction, 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.
Demonstrate flexibility, sound judgment, and cross-department collaboration in evolving situations.
Provide additional support to other communities in the portfolio based on operational needs.