UDR - Opening Doors to your future
Resident Services Manager 2 - View 34 Apartments
UDR - Opening Doors to your future, New York, New York, us, 10261
Resident Services Manager 2 – Overview
Resident Services Manager 2 – Every day is an opportunity to ensure the Resident Service team provides exceptional first impressions and a seamless move-in experience. UDR is seeking a Resident Services Manager 2 at View 34, our community (740 homes) located in New York, NY. Pay range $38.46-$43.26/hour based on experience. Responsibilities
Asset Quality: Ensure the community is ready for business and meets established physical standards daily. Responsibilities include walking the community, opening/closing showing units, monitoring office space, restrooms, amenity areas, parking, and show apartments to maintain UDR’s quality, cleanliness and presentation standards; proactively monitor battery upkeep of smart locks; refresh signage and collateral as needed to support occupancy and community image. Customer Service: Provide high-quality resident relations, addressing questions professionally and timely; implement strategies to improve service quality; proactively launch self-guided tours or guided tours; assist with short-term rentals, corporate housing, and guest suite rentals; conduct move-in orientation sessions and assist with annual renewal conversations as needed; oversee the Customer Survey Program and ensure immediate follow-up to service requests via email or text, with follow-up calls as needed; oversee maintenance matters and escalate to the Service Manager as required, following up until resolution. Financial: Complete various accounting and financial functions in support of community operations; work with the Business Manager to complete required financial responsibilities; conduct Purchase Card (P-card) reconciliation for the community. Personnel (if applicable): Lead the team by example; host daily and weekly team huddles; hire and train staff; develop staff to maximize potential; monitor performance and address issues; approve time records and time-off requests. Vendor Management: Complete administrative tasks related to outside vendors, telecom and IT systems; manage vendor keys; source new vendors to maintain community appearance and services; maintain telecom and computer equipment and coordinate with IT for system troubleshooting and testing. Administrative: Manage a variety of tasks to drive and support operations; prepare and deliver resident communications and notifications; manage the move-in process and distribution of keys/fobs/remotes/parking permits; review and sign leases as needed; enforce policies and maintain lease-related records in compliance with laws and company policies; plan and manage community events; manage the community website and social media campaigns; maintain Reputation Management and respond to feedback; utilize Sugar CRM for resident relations and service requests; manage package and parcel operations; investigate and resolve issues or disturbances; participate in court appearances for non-payments or related actions when required; manage key policy and documentation; oversee office supplies; develop emergency action procedures; coordinate with Centralized Admin/Sales/Renewal teams to meet leasing/renewal goals; foster a productive and engaged team; comply with company policies; perform other duties as assigned. Qualifications and Skills
Education and Experience: Bachelor’s Degree in Business or related field preferred; equivalent experience in residential properties, marketing/website development, or related business operations acceptable in lieu of a degree; 2–5 years property management experience in onsite operations, leasing, administration, customer service, events, marketing, and website management preferred; minimum two years of supervisory/management experience required; experience in customer service roles in hotels, rental operations, or related upscale service business preferred; valid driver’s license required unless noted otherwise. Knowledge and Abilities: Knowledge of organizational policies, procedures, and general business concepts; understanding of property management and Fair Housing laws; strong customer service and personnel management skills; ability to develop business analyses and plans; familiarity with social media and web analytics; budgeting and financial planning abilities; project management skills; ability to work with social media campaigns and provide web-based analytics and recommendations; ability to work a flexible schedule including some weekends and evenings; ability to motivate, develop, and direct people; excellent written and verbal communication and polished interpersonal skills; ability to interact effectively with residents, managers, and staff; proficient computer skills (Excel, word processing, internet, email) and ability to use web searches and write/edit materials. Physical and Work Environment: Mobility to travel; ability to perform typical physical tasks and work in a normal office environment with occasional exposure to outdoor elements; some weekend/evening work required based on events. Employment Details
Employment type: Full-time Seniority level: Mid-Senior level Job function: Sales, Marketing, and Customer Service Industries: Real Estate, Hospitality, and Retail Equal Opportunity
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.
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Resident Services Manager 2 – Every day is an opportunity to ensure the Resident Service team provides exceptional first impressions and a seamless move-in experience. UDR is seeking a Resident Services Manager 2 at View 34, our community (740 homes) located in New York, NY. Pay range $38.46-$43.26/hour based on experience. Responsibilities
Asset Quality: Ensure the community is ready for business and meets established physical standards daily. Responsibilities include walking the community, opening/closing showing units, monitoring office space, restrooms, amenity areas, parking, and show apartments to maintain UDR’s quality, cleanliness and presentation standards; proactively monitor battery upkeep of smart locks; refresh signage and collateral as needed to support occupancy and community image. Customer Service: Provide high-quality resident relations, addressing questions professionally and timely; implement strategies to improve service quality; proactively launch self-guided tours or guided tours; assist with short-term rentals, corporate housing, and guest suite rentals; conduct move-in orientation sessions and assist with annual renewal conversations as needed; oversee the Customer Survey Program and ensure immediate follow-up to service requests via email or text, with follow-up calls as needed; oversee maintenance matters and escalate to the Service Manager as required, following up until resolution. Financial: Complete various accounting and financial functions in support of community operations; work with the Business Manager to complete required financial responsibilities; conduct Purchase Card (P-card) reconciliation for the community. Personnel (if applicable): Lead the team by example; host daily and weekly team huddles; hire and train staff; develop staff to maximize potential; monitor performance and address issues; approve time records and time-off requests. Vendor Management: Complete administrative tasks related to outside vendors, telecom and IT systems; manage vendor keys; source new vendors to maintain community appearance and services; maintain telecom and computer equipment and coordinate with IT for system troubleshooting and testing. Administrative: Manage a variety of tasks to drive and support operations; prepare and deliver resident communications and notifications; manage the move-in process and distribution of keys/fobs/remotes/parking permits; review and sign leases as needed; enforce policies and maintain lease-related records in compliance with laws and company policies; plan and manage community events; manage the community website and social media campaigns; maintain Reputation Management and respond to feedback; utilize Sugar CRM for resident relations and service requests; manage package and parcel operations; investigate and resolve issues or disturbances; participate in court appearances for non-payments or related actions when required; manage key policy and documentation; oversee office supplies; develop emergency action procedures; coordinate with Centralized Admin/Sales/Renewal teams to meet leasing/renewal goals; foster a productive and engaged team; comply with company policies; perform other duties as assigned. Qualifications and Skills
Education and Experience: Bachelor’s Degree in Business or related field preferred; equivalent experience in residential properties, marketing/website development, or related business operations acceptable in lieu of a degree; 2–5 years property management experience in onsite operations, leasing, administration, customer service, events, marketing, and website management preferred; minimum two years of supervisory/management experience required; experience in customer service roles in hotels, rental operations, or related upscale service business preferred; valid driver’s license required unless noted otherwise. Knowledge and Abilities: Knowledge of organizational policies, procedures, and general business concepts; understanding of property management and Fair Housing laws; strong customer service and personnel management skills; ability to develop business analyses and plans; familiarity with social media and web analytics; budgeting and financial planning abilities; project management skills; ability to work with social media campaigns and provide web-based analytics and recommendations; ability to work a flexible schedule including some weekends and evenings; ability to motivate, develop, and direct people; excellent written and verbal communication and polished interpersonal skills; ability to interact effectively with residents, managers, and staff; proficient computer skills (Excel, word processing, internet, email) and ability to use web searches and write/edit materials. Physical and Work Environment: Mobility to travel; ability to perform typical physical tasks and work in a normal office environment with occasional exposure to outdoor elements; some weekend/evening work required based on events. Employment Details
Employment type: Full-time Seniority level: Mid-Senior level Job function: Sales, Marketing, and Customer Service Industries: Real Estate, Hospitality, and Retail Equal Opportunity
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.
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