Resident Services Manager

Cardinal Group Career•Madison, WI

About The Position

The Resident Services Manager is primarily responsible for providing excellent customer service, with a focus on customer satisfaction, retention, and creating a positive resident experience. The role serves as a liaison for the Community Manager and supports leasing, renewals, resident relations, community upkeep, events, and administrative reporting. The position is full-time and non-exempt, and reports directly to the Community Manager. The manager works both inside and outside apartment buildings and throughout the property, including amenities, with frequent exposure to outdoor elements and potentially unpleasant or hazardous conditions. The role involves regular standing, walking, reaching, climbing, stooping, squatting, use of hands, and communication, and requires access to all parts of the property and the ability to maneuver weights up to 20 pounds. Evening and weekend availability is required.

Requirements

High school diploma or equivalent.
Available to work evenings and weekends.
Ability to thrive in a fast-paced environment and manage multiple projects simultaneously.
Enjoyment of and pride in providing excellent service.
High energy and strong interpersonal skills in person and on the phone.
Excellent verbal, written, and computer skills.
Ability to embody Cardinal Culture and Cardinal Core Values every day.
Ability to perform the described physical demands, including accessing all interior and exterior parts of the property and maneuvering weights up to 20 pounds.

Nice To Haves

1–2 years of customer service or related experience in an environment involving extensive resident and community relations preferred.
Strong database management skills preferred.
Career experience as a Resident Manager, Property Manager, Residence Manager, Resident Coordinator, Coordinator, Resident Director, or Resident Hall Director preferred.

Responsibilities

Demonstrate a positive, professional, and client-oriented attitude with team members, residents, clients, and the public.
Answer incoming phone calls professionally and route or address them appropriately.
Serve as liaison for the Community Manager with residents, guarantors, and property vendors.
Help ensure tenants are provided with a clean, safe, and well-maintained community.
Work with residents to foster positive tenant and community relations.
Follow leasing expectations and procedures to greet and qualify prospective clients, determine their needs and preferences, present the property and apartment homes, use feature-and-benefit selling, close sales, and follow up.
Complete lease applications, participate in application verification, and notify prospective clients of results.
Oversee renewal campaigns, ensure renewal contacts are completed, and keep renewal progress reports accurate and up to date.
Assist the Leasing and Marketing Team Lead with planning and executing resident events.
Maintain accurate client records in accordance with Company policy.
Update daily, weekly, monthly, and annual reports concerning notices to vacate, vacancies, and activity.
Maintain and perform upkeep of the tour route to support curb appeal.
Assist residents with day-to-day tasks through the community's concierge program while helping develop and create a community.
Participate in Cardinal U training as required.
Perform other related duties as assigned by the supervisor.