Resident Services Manager

Mac Properties•Kansas City, MO

2d•Onsite

About The Position

Mac Properties is a dynamic, growing private residential real estate company with communities in Chicago, St. Louis, and Kansas City. We are seeking an experienced Resident Services Manager to lead resident services operations across our Kansas City portfolio. In this role, you will oversee the Resident Services team and help create a consistent, high-quality experience for residents throughout every stage of their residency. You will establish service standards, improve departmental processes, develop team members, and partner with other departments to address resident needs and strengthen overall satisfaction.

Requirements

At least three years of experience in multifamily property management, resident services, customer experience, or a related field.
Previous experience leading, coaching, or developing a team.
Strong commitment to providing responsive and professional resident service.
Excellent written, verbal, and interpersonal communication skills.
Ability to interact professionally with residents, prospects, visitors, peers, and company leadership.
Strong organizational and time-management skills, with the ability to prioritize competing responsibilities and meet deadlines.
Ability to handle sensitive or confidential matters with professionalism, sound judgment, and discretion.
Strong problem-solving skills and the ability to remain composed when managing escalated resident concerns.
Proficiency with Microsoft Office.

Nice To Haves

Experience using Yardi and EliseAI is strongly preferred.
Bachelor’s degree in business, property management, hospitality, or a related field is preferred. Relevant experience may be considered in place of a degree.

Responsibilities

Recruit, onboard, train, coach, and develop Resident Services team members.
Set clear performance expectations and ensure the team delivers prompt, courteous, and professional service.
Monitor department activities, workloads, service levels, and performance metrics.
Adjust work assignments and provide ongoing feedback and performance management as needed.
Manage Resident Services team schedules to ensure appropriate coverage across the Kansas City portfolio.
Oversee resident move-in and move-out processes, ensuring each experience is handled accurately, efficiently, and professionally.
Oversee lease renewal activities and ensure all renewal documentation is completed accurately and on time.
Ensure delinquency outreach and required notices are completed consistently and within established timelines.
Manage escalated resident concerns and support the team in resolving complex service issues.
Partner with Maintenance and other departments to identify recurring concerns, improve resident-facing processes, and address trends related to work orders, move-ins, and resident survey results.
Draft, review, and proofread resident notices, correspondence, and other communications.
Develop and standardize departmental procedures and service best practices.
Ensure the Resident Services team understands and follows company policies, procedures, and all applicable federal, state, and local laws.
Perform additional duties and assignments as needed.