UDR
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. 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 of Duties 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. Position may have supervision over one direct reporting staff and will drive various administrative, asset quality, customer service, financial, vendor management and personnel processes in support of community operations. Specific intent is to manage the resident relations aspect of the business to ensure community performs at highest levels to achieve and/or exceed expectations.
Supervision Received: Reports directly to the Community Director, Senior Community Director, District Manager or Regional Manager.
Supervision Exercised: Non-exempt status in accordance with FSLA 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. Examples include:
Walk the community daily; open and close all “showing” units. Monitor property including office space, restrooms, amenity areas, parking lot and “show” apartments to ensure they meet UDR’s quality, cleanliness and presentation standards and proactively monitor battery upkeep of smart locks.
Refresh signage, write and distribute collateral as needed to support occupancy drive and improve community image.
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.
Launch self-guided tours and/or provide 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 renewal conversations as needed.
Oversee the Customer Survey Program with immediate follow-up to residents upon completion of each service request via email or text, including option for follow-up phone conversations.
Oversee and ensure maintenance matters are resolved or escalated to the Service Manager for immediate addressing; continue to follow up until resolved.
Financial
– Complete various accounting and financial functions to support 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 professional example, taking ownership and personal interest in direct reports to drive results and performance:
Host daily and weekly team huddles to discuss issues, provide policy updates, training and team-building.
Hire and train new staff and develop staff to maximize potential.
Monitor staff performance and address performance problems through corrective action and dismissal when needed. Assist with concerns involving duties, performance standards, and relations.
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 policies and procedures.
Source new vendors as needed to maintain community appearance and resident services.
Maintain telecom and computer equipment; partner with IT to troubleshoot system issues and test systems.
Administrative
– Manage a variety of tasks to drive and support operations:
Prepare and deliver resident letters and notifications, manage the move-in process, and issue keys, fobs, remotes, parking permits and assignments.
Review, monitor, administer and sign leases as required; ensure compliance with lease agreements and maintain community records.
Plan and manage all community events.
Maintain an exemplary community website and social media campaigns; drive occupancy and visibility (peer sites included).
Maintain acceptable NPS scores and manage Reputation processes.
Use Sugar CRM to manage resident relations, service requests and communications.
Handle Smart Rent Management and Package/Parcel Management.
Investigate, address, and resolve issues and incidents; dispatch for patrol services when needed; complete incident reports for Risk Management.
Represent the organization with the Business Manager in court appearances for non-payment or other legal actions as required.
Manage key policy and process, including 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.
Foster a productive, motivated, informed, engaged and goal-oriented team; comply with company policies and values.
Perform other duties as assigned.
Performance Requirements Knowledge of organizational policies and procedures; understanding of business concepts and research principles; ability to apply policies and procedures to solve everyday business issues; understanding of property management and Fair Housing laws; strong customer service and personnel management skills; budgeting and financial planning capabilities; project management skills; social media familiarity; ability to work flexible hours including some weekends and evenings; ability to motivate and develop a team; excellent written and verbal communication; proficiency with computer systems including Excel and general office software; ability to travel as needed.
TYPICAL PHYSICAL DEMANDS: Mobility to travel; able to lift up to 30 lbs occasionally; normal hearing and vision; keyboard and office equipment use; regular attendance essential.
TYPICAL WORKING CONDITIONS: Normal office environment; ability to access all areas of the community; occasional exposure to outside elements; schedule may vary with events; some weekend/evening work required.
Education and Experience 1. Bachelor’s Degree in Business or related field, or equivalent experience in residential properties, marketing and website development, or related business operations. 2-5 years property management experience in onsite operations, leasing, administration, customer service, events, marketing and website management preferred. 2 years minimum of management or supervisory experience required. Experience in hospitality or upscale service settings preferred. Valid driver’s license required unless otherwise noted.
UDR is proud to provide equal employment opportunities to all employees and applicants and prohibits discrimination and harassment of any type. This policy applies to all terms and conditions of employment and supports a diverse and inclusive workforce.
UDR is an Equal Opportunity Employer. This employer will notify applicants of their rights under federal employment laws. For further information, review the Know Your Rights notice from the Department of Labor.
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General Summary of Duties 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. Position may have supervision over one direct reporting staff and will drive various administrative, asset quality, customer service, financial, vendor management and personnel processes in support of community operations. Specific intent is to manage the resident relations aspect of the business to ensure community performs at highest levels to achieve and/or exceed expectations.
Supervision Received: Reports directly to the Community Director, Senior Community Director, District Manager or Regional Manager.
Supervision Exercised: Non-exempt status in accordance with FSLA 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. Examples include:
Walk the community daily; open and close all “showing” units. Monitor property including office space, restrooms, amenity areas, parking lot and “show” apartments to ensure they meet UDR’s quality, cleanliness and presentation standards and proactively monitor battery upkeep of smart locks.
Refresh signage, write and distribute collateral as needed to support occupancy drive and improve community image.
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.
Launch self-guided tours and/or provide 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 renewal conversations as needed.
Oversee the Customer Survey Program with immediate follow-up to residents upon completion of each service request via email or text, including option for follow-up phone conversations.
Oversee and ensure maintenance matters are resolved or escalated to the Service Manager for immediate addressing; continue to follow up until resolved.
Financial
– Complete various accounting and financial functions to support 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 professional example, taking ownership and personal interest in direct reports to drive results and performance:
Host daily and weekly team huddles to discuss issues, provide policy updates, training and team-building.
Hire and train new staff and develop staff to maximize potential.
Monitor staff performance and address performance problems through corrective action and dismissal when needed. Assist with concerns involving duties, performance standards, and relations.
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 policies and procedures.
Source new vendors as needed to maintain community appearance and resident services.
Maintain telecom and computer equipment; partner with IT to troubleshoot system issues and test systems.
Administrative
– Manage a variety of tasks to drive and support operations:
Prepare and deliver resident letters and notifications, manage the move-in process, and issue keys, fobs, remotes, parking permits and assignments.
Review, monitor, administer and sign leases as required; ensure compliance with lease agreements and maintain community records.
Plan and manage all community events.
Maintain an exemplary community website and social media campaigns; drive occupancy and visibility (peer sites included).
Maintain acceptable NPS scores and manage Reputation processes.
Use Sugar CRM to manage resident relations, service requests and communications.
Handle Smart Rent Management and Package/Parcel Management.
Investigate, address, and resolve issues and incidents; dispatch for patrol services when needed; complete incident reports for Risk Management.
Represent the organization with the Business Manager in court appearances for non-payment or other legal actions as required.
Manage key policy and process, including 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.
Foster a productive, motivated, informed, engaged and goal-oriented team; comply with company policies and values.
Perform other duties as assigned.
Performance Requirements Knowledge of organizational policies and procedures; understanding of business concepts and research principles; ability to apply policies and procedures to solve everyday business issues; understanding of property management and Fair Housing laws; strong customer service and personnel management skills; budgeting and financial planning capabilities; project management skills; social media familiarity; ability to work flexible hours including some weekends and evenings; ability to motivate and develop a team; excellent written and verbal communication; proficiency with computer systems including Excel and general office software; ability to travel as needed.
TYPICAL PHYSICAL DEMANDS: Mobility to travel; able to lift up to 30 lbs occasionally; normal hearing and vision; keyboard and office equipment use; regular attendance essential.
TYPICAL WORKING CONDITIONS: Normal office environment; ability to access all areas of the community; occasional exposure to outside elements; schedule may vary with events; some weekend/evening work required.
Education and Experience 1. Bachelor’s Degree in Business or related field, or equivalent experience in residential properties, marketing and website development, or related business operations. 2-5 years property management experience in onsite operations, leasing, administration, customer service, events, marketing and website management preferred. 2 years minimum of management or supervisory experience required. Experience in hospitality or upscale service settings preferred. Valid driver’s license required unless otherwise noted.
UDR is proud to provide equal employment opportunities to all employees and applicants and prohibits discrimination and harassment of any type. This policy applies to all terms and conditions of employment and supports a diverse and inclusive workforce.
UDR is an Equal Opportunity Employer. This employer will notify applicants of their rights under federal employment laws. For further information, review the Know Your Rights notice from the Department of Labor.
#J-18808-Ljbffr