Resident Services Manager

Responsible for resident and guest communications and experience, including but not limited to the following duties:

• Serve as a community liaison and a high-level resource for residents. Be a hands-on representative for questions, concerns, and feedback.
• Efficiently prioritize and communicate pertinent information promptly to appropriate team members.
• Superior time management skills with clear communication written and verbal.
• Alternate with Management in hosting team huddles to share patterns, goals and opportunities for the team to focus work on achieving together.
• Gain extensive knowledge of the community, retailers, and Billingsley to promote community engagement at its highest level.
• Represent the Billingsley Values internal and external.
• Understand how to deliver difficult conversations such as neighbor complaints and be able to enforce policies with empathy.
• Actively seeks resident resolution resulting in positive feedback from residents via online review & resident surveys. Studies reviews and surveys for patterns and opportunities.
• Partner with the Property Manager to monitor and respond to online reviews and resident surveys.
• Check Birdeye on a weekly basis to ensure all reviews have a response.
• Coordinate monthly scheduled resident events by planning, ensuring appropriate marketing, assisting with the staff coverage of the events and accurately tracking the results of each resident event.
• Oversees the process of rentable spaces including marketing, booking and overall condition of the rentable spaces. Must understand the budgeted expectations of revenue for these spaces and partner with marketing on advertising to help ensure they meet or exceed budgeted expectations.
• Walking the community to assist in maintaining curb appeal and identifying building actions items to ensure resident and company expectations are met. This includes joining the monthly landscape walks with the Management team.
• Responsible for identifying and charging all applicable lease violations to residents accounts and notifying the residents of the violation. Also ensuring that you are monitoring the monthly budgeted expectations of revenue for these charges.
• Responsible for knowing how to efficiently read a resident ledger and will have the ability to apply a courtesy waiver if it falls within Billingsleys policies and procedures. In addition, helping to identify errors on a ledger that is brought to our attention by a resident.
• Proactive approach with property-wide communication with residents on a consistent basis. Examples: Pet reminders, pool rules, amenity rentals, etc.
• Ensuring a point of contact with each move-in to introduce yourself as their Resident Services Manager and share with them how your position can impact their experience.
• Perform annual audits on items such garages, storages, and other rentable items to check for accuracy in vacancies.
• Work closely with the Service Team on reoccurring or high-priority repairs in residents apartments and initiate communication with the resident.
• Learn a basic level of maintenance knowledge to help troubleshoot resident calls that may not need to convert into a service request.
• Complete follow-up communication with residents for service requests.
• Represent Billingsley professionally through attire and behavior per the Billingsley Standards of Excellence.
• Deliver the highest level of resident satisfaction through responsive, consistent, positive, and professional interactions.
• Answer incoming resident phone calls and assist with all questions or concerns.
• Partner with the Management team to lead emergency situations including incident reporting according to Billingsley policy and procedures.
• Must attend all Leasing training courses in the event of assisting with an overflow of prospective leasing traffic to ensure consistent Billingsley language is used.
• Partner with the Director of Leasing and/or Property Manager to approve and countersign new leases.
• Responsible for minor account adjustments in the system as it relates to lease violation charges as well as charges for rentable items such as garages and storages.
• Perform other related duties as assigned to meet the needs of the business.

Scheduling

• The ability to work weekends is required.

Job Qualifications:

• High School Diploma or equivalent required.
• Minimum one year of Customer Service experience.
• Prior Multi-Family industry experience preferred.
• Computer/Electronics: Skilled in using computers, tablets, office equipment and mobile phones to communicate, enter data, or process information, including Microsoft Office applications. Yardi experience a plus.

Benefits and Perks:

• Robust benefit package, including Medical, Dental, and Vision
• Company-paid Life and Disability coverage
• 401(k) with generous company match
• Employee lease discounts available
• Monthly employee recognition awards
• Career path and growth opportunities available
• Fun and team-oriented culture