UDR, Inc.
Overview
Resident Services Manager 2 – Every day is an opportunity for you to ensure the Resident Service team provides exceptional first impressions and a seamless move-in experience. #WRK4UDR UDR is seeking a Resident Service Manager 2 at View 34, our community (740 homes) located in New York, NY. Pay range $38.46-$43.26/hour based on experience. General Summary
The Resident Services Manager focuses on the management of all aspects of customer service by creating a positive sense of community and fostering positive relationships with community residents. The position may supervise one direct reporting staff and will drive administrative, asset quality, customer service, financial, vendor management, and personnel processes in support of community operations. The role focuses on resident relations to ensure the community performs at high levels to meet or exceed expectations. Supervision
Supervision Received: Reports directly to the Community Director, Senior Community Director, District Manager or Regional Manager. Supervision Exercised: Non-exempt status in accordance with FLSA guidelines. May supervise one associate, the Resident Service Coordinator or Resident Service Specialist. Essential Functions
Asset Quality – Ensure the community is ready for business and meets established physical standards daily, including walking the community, opening/closing showing units, monitoring the property (office space, restrooms, amenity areas, parking lot, show apartments) to maintain UDR quality, cleanliness, presentation standards, and battery upkeep of smart locks. Refresh the community’s signage and write/distribute collateral as needed to support occupancy and improve community image. Customer Service – Provide the best standard of quality and service through resident relations. Answer questions professionally and timely, balance internal and external customer needs, and implement strategies to improve service quality. Proactively launch self-guided tours and guided community tours for prospects, assist with short-term rentals, corporate housing opportunities, and guest suite rentals. Conduct move-in orientation sessions for new residents and assist with annual renewal conversations. Oversee the Customer Survey Program with immediate follow-up to residents after service requests via email or text, including the option for follow-up phone conversations. Conduct follow-up calls to gather more information on service quality and satisfaction. Oversee maintenance-related matters, ensuring resolution or escalation to the Service Manager, with ongoing follow-up until resolved. Financial
Complete various accounting and financial functions to support community operations: Work closely with the Business Manager to complete required financial responsibilities. Conduct Purchase Card (P-card) reconciliation for the community. Personnel
Lead the team by professional example, taking ownership and personal interest in direct reports where applicable to drive results and performance. Host daily and weekly team huddles to discuss issues, provide updates on policies, practices, company or team initiatives, training, and team building. Hire and train new staff and develop staff to maximize potential. Monitor staff performance, address performance issues through corrective action, and assist in resolving concerns or complaints involving duties, performance standards, relations, and management. Approve time records and requests for time off. Vendor Management
Complete administrative tasks related to outside vendors, telecom, and IT systems: Manage vendor keys according to UDR policies and procedures. Source new vendors as needed to maintain community appearance and resident services. Maintain community telecom and computer equipment; work with IT to troubleshoot and test systems. Administrative
Manage a variety of tasks to drive and support community operations: Prepare, communicate, and deliver all resident-specific and community letters/notifications, legal notices, and manage new resident move-ins, documentation, and issuance of keys/fobs/remotes/parking permits/assignments. Review, monitor, administer, and sign leases as required. Enforce policies and maintain lease compliance; review and authorize leases and ensure records are maintained per legal requirements and company procedures. Plan and manage all community events. Maintain exemplary community website and social media campaigns to drive occupancy and visibility, including PeerSpace and Craigslist. Maintain acceptable NPS scores and manage Reputation processes. Utilize Sugar CRM to manage resident relations, service requests, and communications. Manage Smart Rent, Parcel/Package management. Investigate, address, and resolve all issues, disturbances, complaints, and crime-related inquiries; dispatch for patrol services and complete incident reports for Risk Management as needed. Represent the organization in court appearances regarding non-payment or other legal actions as needed. Manage key policy and process by providing keys to residents or contractors and documenting accordingly. Oversee inventory and replenishment of office supplies and refreshments. Develop and maintain emergency action procedures for properties. Collaborate with Centralized Admin, Centralized Sales, and Renewal teams to meet leasing and renewal goals. Ensure leadership fosters a productive, motivated, informed, engaged, and goal-oriented team. Comply with all Company policies and procedures related to employment. Commit to Living the UDR Values daily in executing essential functions. Perform other duties as assigned. Performance Requirements
Knowledge of organizational policies/procedures, business concepts, research principles, and strategic decision-making; ability to apply policies to everyday issues; 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 platforms for marketing and brand visibility; budgeting and financial planning skills. Highly organized with project management skills; ability to exercise initiative, problem solve, and make decisions; ability to provide web-based analytics and recommendations; ability to work flexible hours including some weekends/evenings. Ability to motivate, develop, and direct people, apply leadership practices, and manage performance in alignment with company policies/values. Excellent written and verbal communication; ability to work with residents, managers, and associates; ability to respond to inquiries from residents, regulatory agencies, or the business community; polished interpersonal skills; proficiency with computer systems including Excel, word processing, internet, and email; ability to create and edit written materials. Physical Demands and Working Conditions
TYPICAL PHYSICAL DEMANDS: Mobility to travel; occasional bending, stooping, stretching; occasional lifting up to 30 lbs; normal hearing/vision; essential attendance. TYPICAL WORKING CONDITIONS: Normal office environment; occasional exposure to outside elements; schedule may vary with events; some weekend/evening work required. Education and Experience
Bachelor’s Degree in Business or related field preferred; equivalent experience in residential properties, marketing/website development, or related business operations also acceptable. Minimum 2–5 years property management experience in onsite office operations, leasing, administration, customer service, events, marketing, and website management is preferred. Minimum two years of management or supervisory experience is required. Experience in customer service positions in hotels, rental operations, or related upscale service business is preferred. Valid driver’s license required unless noted otherwise. Equal Employment Opportunity: UDR is proud to provide equal employment opportunities to all employees and applicants and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability, 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. Equal Opportunity Employer. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For information, review the Know Your Rights notice from the Department of Labor.
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Resident Services Manager 2 – Every day is an opportunity for you to ensure the Resident Service team provides exceptional first impressions and a seamless move-in experience. #WRK4UDR UDR is seeking a Resident Service Manager 2 at View 34, our community (740 homes) located in New York, NY. Pay range $38.46-$43.26/hour based on experience. General Summary
The Resident Services Manager focuses on the management of all aspects of customer service by creating a positive sense of community and fostering positive relationships with community residents. The position may supervise one direct reporting staff and will drive administrative, asset quality, customer service, financial, vendor management, and personnel processes in support of community operations. The role focuses on resident relations to ensure the community performs at high levels to meet or exceed expectations. Supervision
Supervision Received: Reports directly to the Community Director, Senior Community Director, District Manager or Regional Manager. Supervision Exercised: Non-exempt status in accordance with FLSA guidelines. May supervise one associate, the Resident Service Coordinator or Resident Service Specialist. Essential Functions
Asset Quality – Ensure the community is ready for business and meets established physical standards daily, including walking the community, opening/closing showing units, monitoring the property (office space, restrooms, amenity areas, parking lot, show apartments) to maintain UDR quality, cleanliness, presentation standards, and battery upkeep of smart locks. Refresh the community’s signage and write/distribute collateral as needed to support occupancy and improve community image. Customer Service – Provide the best standard of quality and service through resident relations. Answer questions professionally and timely, balance internal and external customer needs, and implement strategies to improve service quality. Proactively launch self-guided tours and guided community tours for prospects, assist with short-term rentals, corporate housing opportunities, and guest suite rentals. Conduct move-in orientation sessions for new residents and assist with annual renewal conversations. Oversee the Customer Survey Program with immediate follow-up to residents after service requests via email or text, including the option for follow-up phone conversations. Conduct follow-up calls to gather more information on service quality and satisfaction. Oversee maintenance-related matters, ensuring resolution or escalation to the Service Manager, with ongoing follow-up until resolved. Financial
Complete various accounting and financial functions to support community operations: Work closely with the Business Manager to complete required financial responsibilities. Conduct Purchase Card (P-card) reconciliation for the community. Personnel
Lead the team by professional example, taking ownership and personal interest in direct reports where applicable to drive results and performance. Host daily and weekly team huddles to discuss issues, provide updates on policies, practices, company or team initiatives, training, and team building. Hire and train new staff and develop staff to maximize potential. Monitor staff performance, address performance issues through corrective action, and assist in resolving concerns or complaints involving duties, performance standards, relations, and management. Approve time records and requests for time off. Vendor Management
Complete administrative tasks related to outside vendors, telecom, and IT systems: Manage vendor keys according to UDR policies and procedures. Source new vendors as needed to maintain community appearance and resident services. Maintain community telecom and computer equipment; work with IT to troubleshoot and test systems. Administrative
Manage a variety of tasks to drive and support community operations: Prepare, communicate, and deliver all resident-specific and community letters/notifications, legal notices, and manage new resident move-ins, documentation, and issuance of keys/fobs/remotes/parking permits/assignments. Review, monitor, administer, and sign leases as required. Enforce policies and maintain lease compliance; review and authorize leases and ensure records are maintained per legal requirements and company procedures. Plan and manage all community events. Maintain exemplary community website and social media campaigns to drive occupancy and visibility, including PeerSpace and Craigslist. Maintain acceptable NPS scores and manage Reputation processes. Utilize Sugar CRM to manage resident relations, service requests, and communications. Manage Smart Rent, Parcel/Package management. Investigate, address, and resolve all issues, disturbances, complaints, and crime-related inquiries; dispatch for patrol services and complete incident reports for Risk Management as needed. Represent the organization in court appearances regarding non-payment or other legal actions as needed. Manage key policy and process by providing keys to residents or contractors and documenting accordingly. Oversee inventory and replenishment of office supplies and refreshments. Develop and maintain emergency action procedures for properties. Collaborate with Centralized Admin, Centralized Sales, and Renewal teams to meet leasing and renewal goals. Ensure leadership fosters a productive, motivated, informed, engaged, and goal-oriented team. Comply with all Company policies and procedures related to employment. Commit to Living the UDR Values daily in executing essential functions. Perform other duties as assigned. Performance Requirements
Knowledge of organizational policies/procedures, business concepts, research principles, and strategic decision-making; ability to apply policies to everyday issues; 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 platforms for marketing and brand visibility; budgeting and financial planning skills. Highly organized with project management skills; ability to exercise initiative, problem solve, and make decisions; ability to provide web-based analytics and recommendations; ability to work flexible hours including some weekends/evenings. Ability to motivate, develop, and direct people, apply leadership practices, and manage performance in alignment with company policies/values. Excellent written and verbal communication; ability to work with residents, managers, and associates; ability to respond to inquiries from residents, regulatory agencies, or the business community; polished interpersonal skills; proficiency with computer systems including Excel, word processing, internet, and email; ability to create and edit written materials. Physical Demands and Working Conditions
TYPICAL PHYSICAL DEMANDS: Mobility to travel; occasional bending, stooping, stretching; occasional lifting up to 30 lbs; normal hearing/vision; essential attendance. TYPICAL WORKING CONDITIONS: Normal office environment; occasional exposure to outside elements; schedule may vary with events; some weekend/evening work required. Education and Experience
Bachelor’s Degree in Business or related field preferred; equivalent experience in residential properties, marketing/website development, or related business operations also acceptable. Minimum 2–5 years property management experience in onsite office operations, leasing, administration, customer service, events, marketing, and website management is preferred. Minimum two years of management or supervisory experience is required. Experience in customer service positions in hotels, rental operations, or related upscale service business is preferred. Valid driver’s license required unless noted otherwise. Equal Employment Opportunity: UDR is proud to provide equal employment opportunities to all employees and applicants and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability, 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. Equal Opportunity Employer. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For information, review the Know Your Rights notice from the Department of Labor.
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