Resident Services Manager

UDR, Inc. and its affiliated companies are adding a Resident Service Manager II to our team at Domus, our exclusive apartment community, located in University City in Philadelphia, PA. 

Do you thrive on crafting an amazing customer experience and providing satisfying solutions to customers? Do you want to be a "Care Hero" and it's your job to save the customer's day?

As a Resident Services Manager II, each day you to build a sense of community and strive to achieve the community’s resident retention and customer service goals.

Essential Functions:

Customer Service

Provide the best standard of quality and service through resident relations:

• Answer all resident and guest questions professionally and timely, balancing the needs of both internal and external customers. Implement strategies to improve quality of customer service.
• 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.
• Conduct move-in orientation sessions for new residents and assist with annual renewal conversations with existing residents if needed.
• Oversee and ensure the maintenance related matters are resolved and/or escalated to the Service Manager.

Administrative

Manage and complete a variety of tasks which range from simple to complex; all of which are associated with driving and supporting community operations: 

• Prepare, communicate, and deliver all resident specific and community letters and notifications, legal notifications, in addition to the management of the new resident move-in process, documentation and the issuance of all community keys, fobs, remotes, parking permits and parking assignments.
• Review, monitor, administrate and sign leases as required and needed.
• Enforce all 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.
• Work closely with Business Manager to complete required financial responsibilities.
• Conduct Purchase Card (P-card) reconciliation for community.
• Maintain acceptable NPS scores and facilitate Reputation Management Process.
• Utilize the Sugar CRM to effectively manage resident relations, service requests and resident communications.
• Smart Rent Management and Package and Parcel Management.
• Investigate, address, and resolve all community and resident issues, disturbances, complaints, and any crime-related activities/inquiries, including the dispatch for patrol services.
• Serve as organizational representative along with the Business Manager for court appearances regarding non-payment and/or other legal action taken, small claims and UD hearings as necessary or required.

• Develop and maintain emergency action procedures for the properties.

• Work closely with the Centralized Admin, Centralized Sales and Renewal teams to ensure leasing and renewal goals are met.
• Perform other duties as assigned or needed.

Experience, Knowledge and Skills: 

• Minimum 2 to 5 years property management experience in onsite office operations, leasing, administration, customer service as well as experience in special events, marketing, and website management preferred.
• Experience in customer service positions in hotel properties, rental operations, or related upscale service business is preferred.

Career Development and Advancement:

We offer ongoing education opportunities to encourage the skillset development of our employees and have a validated culture of enhancing the growth and advancement of their individual career goals. We believe our employees are the organization's most important asset.

Exceptional Benefits:

We offer a comprehensive benefit package, apartment rental discount, company matched 401(k), vacation and personal time (up to 10 vacation days, 6 sick days, 4 personal days, and 2 floating holidays per year) plus company observed holidays, discounts to live in our best-in-class communities, tuition reimbursement, company sponsored events, community service days, and our annual President's Club held in Las Vegas, honoring our associates for their exceptional customer service and operational excellence.

Additional Benefits Offered:
• Medical, Dental, Vision Plans
• Lifestyle Flexible Spending Account
• Medical Flexible Spending Account
• Dependent Care Spending Account
• Supplemental Term Life Insurance
• Voluntary Cancer Insurance
• Supplemental Short-Term Disability Insurance / AD&D Insurance
• Voluntary Long Term Care Insurance
• 401(k) Plan with company match
• Rent Discount  

About UDR, Inc.

UDR, Inc., an S&P500 company, is one of the nation's largest owners and managers of residential apartment communities.  Become a part of a company that is the industry leader of transformational change and operational innovation! 

UDR Inc. is an Equal Employment Opportunity Employer:

UDR is proud to provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

UDR is committed to providing and maintaining a diverse workforce and an inclusive work environment with equitable access and opportunity for associates to participate, grow, and reach their full potential.