Virtual Resident Services Manager

UDR - Opening Doors to your future

7d•$29 - $31•Remote

About The Position

UDR is now hiring a Virtual Resident Services Manager to join our team. GENERAL SUMMARY OF DUTIES: Serve as frontline, “first responder” to resident requests on behalf of onsite community team. Responsible for the coordination and execution of all administrative and customer service community tasks (managed in a non-customer facing setting), via electronic means such as through phone, text, email and UDR’s customer relationship management system (CRM). The Virtual Resident Services Manager will be accountable for an assigned portfolio to provide superior customer service, and to create positive relationships with community residents and onsite associates. The specific intent is to “virtually” manage the resident relations aspect of the business to ensure communities perform at the highest levels to achieve and/or exceed expectations.

Requirements

Bachelor’s degree in business, related field, or its equivalent, preferred. In lieu of degree, equivalent experience in residential properties, marketing and website development, or related business operations is required.
Minimum two to five years’ property management experience in onsite office operations, leasing, administration, customer service as well as experience in special events, marketing, and website management preferred.
Minimum two years’ experience in customer service positions in hotel properties, rental operations, or related upscale service business is preferred.
Strong attention to detail, with professional writing presentation, especially the rules of syntax, punctuation, and grammar.
Must have and maintain a valid driver’s license unless otherwise noted.

Responsibilities

Answer resident and guest questions virtually, professionally, and timely via phone, text, email, and the customer relationship management system (CRM) for multiple sites. Implement strategies to improve quality of customer service.
Oversee and ensure any resident escalations are resolved and/or escalated to the appropriate department to be addressed immediately. If additional service is required, continue to follow up until the issue is resolved.
Maintain acceptable NPS and customer experience scores and help facilitate the reputation management process.
Communicate with site teams as well as centralized teams to ensure prompt assistance to residents, prospects, and applicants.
May proactively launch self-guided tours and/or provide guided community tours for prospects, lend assistance, and provide information pertaining to short-term rentals, corporate housing opportunities and guest suite rentals.
Assist as needed with the move-in and move-out process, transfers, roommate changes, lease renewals, resident referrals, and amenity reservations.
Utilize the customer relationship management system (CRM) to effectively manage resident relations, and resident communications by creating and working/assigning cases to appropriate departments.
Manage social media accounts as requested. Identify customer service trends and escalate, as necessary.
Prepare, communicate, and send resident and community letters and notifications.
Issue digital parking permits and assignment(s) electronically to residents.
Administer SmartRent, a digital key system. Issue digital keys, electronically to resident, provide access as needed to vendors, prospective residents on community tour, and/or to residents of the community including those that move out.
Review and modify rentable item(s) on resident account, which will require addendum to be prepared and signed.
Review, monitor, administrate, and sign leases as required or needed.
Enforce all community policies and procedures. Maintain compliance related to lease agreements including the review and authorization of all leases and ensuring community records (leases, addenda, reports, etc.) are maintained in accordance with stated legal requirements, company policies and/or procedures.
May help coordinate and communicate community events.
Administer Parcel Pending/Luxor, a digital locker system for packages received. Issue digital code to the resident for parcel/package pick up.
Field resident questions, concerns, and complaints professionally and forward to appropriate authority.
Assist as needed with the Smartrent dashboard: battery alerts, move in/out exceptions, work orders, temp alerts, etc.
Engage directly with centralized teams by monitoring inbound requests and acting as a liaison between onsite teams and centralized support.
Attend district and/or area leadership meetings.
Comply with all Company policies and procedures related to employment.
Commit to Living the UDR Values each day in every action when executing the essential functions of the job.
Perform other duties as assigned or needed.