UDR - Opening Doors to your future
Resident Services Manager 2
UDR - Opening Doors to your future, Woodbridge, Virginia, us, 22195
Overview
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 primary intent is to manage the resident relations aspect of the business to help the community perform at the highest level to achieve and/or exceed expectations. Supervision
Reports directly to the Community Director, Senior Community Director, District Manager or Regional Manager. 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. Walk the community daily; open and close all “showing” units; monitor office space, restrooms, amenity areas, parking, and show units to ensure quality, cleanliness and presentation standards, including battery upkeep of smart locks. Refresh signage and write/distribute collateral as needed to support occupancy and enhance community image. Customer Service
Provide high-quality customer service in resident relations; answer resident and guest questions professionally and timely; implement strategies to improve service quality. Proactively launch self-guided tours and/or provide guided 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 as needed. Oversee the Customer Survey Program and ensure immediate follow-up to residents after service requests, including follow-up communications to gather more information on service quality and satisfaction. Oversee and ensure maintenance-related matters are resolved or escalated to the Service Manager for immediate address; continue follow-up until resolved. Financial
Collaborate with the Business Manager to complete required financial responsibilities. Reconcile Purchase Card (P-card) transactions for the community. Personnel
Lead a team by example; host daily/weekly team huddles; communicate policies, practices, initiatives, training and team building. Hire and train new staff and develop staff to maximize potential. Monitor staff performance and address performance concerns; assist with addressing concerns involving job duties, performance standards, and coworker relations. Approve time records and requests for time off. Vendor Management
Manage vendor keys per UDR policies; source new vendors to maintain community appearance and resident services. Maintain community telecom and computer equipment; partner with IT to troubleshoot and test systems. Administrative
Prepare and deliver resident-specific and community letters, notifications, and move-in documentation; issue keys, fobs, remotes, and parking permissions/assignments. Review, monitor, administer and sign leases as required; maintain compliance with lease agreements and records. Plan and manage community events; manage and maintain the community website and social media campaigns to drive occupancy and visibility. Maintain acceptable NPS scores and facilitate Reputation Management; utilize Sugar CRM for resident relations and service requests. Manage and track package and parcel operations; address community and resident issues, disturbances, complaints, and crime-related inquiries; dispatch patrols as needed and complete risk management incident reports. Represent the organization in court appearances regarding non-payment or other legal actions as required, and manage key policy documentation. Oversee inventory of office supplies; develop 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 and goal-oriented team; comply with company policies and Living the UDR Values daily. Perform other duties as assigned or needed. Qualifications
Bachelor’s Degree in Business or related field preferred; in lieu of degree, equivalent experience in residential properties, marketing and website development, or related business operations. Minimum 2 to 5 years property management experience in onsite office operations, leasing, administration, customer service; experience in events, marketing and website management preferred. Minimum two years’ management or supervisory experience required. Experience in customer service roles in hotel properties, rental operations, or related upscale service business is preferred. Valid driver’s license required unless noted otherwise. UDR is an equal employment opportunity employer 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 law. 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.
#J-18808-Ljbffr
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 primary intent is to manage the resident relations aspect of the business to help the community perform at the highest level to achieve and/or exceed expectations. Supervision
Reports directly to the Community Director, Senior Community Director, District Manager or Regional Manager. 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. Walk the community daily; open and close all “showing” units; monitor office space, restrooms, amenity areas, parking, and show units to ensure quality, cleanliness and presentation standards, including battery upkeep of smart locks. Refresh signage and write/distribute collateral as needed to support occupancy and enhance community image. Customer Service
Provide high-quality customer service in resident relations; answer resident and guest questions professionally and timely; implement strategies to improve service quality. Proactively launch self-guided tours and/or provide guided 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 as needed. Oversee the Customer Survey Program and ensure immediate follow-up to residents after service requests, including follow-up communications to gather more information on service quality and satisfaction. Oversee and ensure maintenance-related matters are resolved or escalated to the Service Manager for immediate address; continue follow-up until resolved. Financial
Collaborate with the Business Manager to complete required financial responsibilities. Reconcile Purchase Card (P-card) transactions for the community. Personnel
Lead a team by example; host daily/weekly team huddles; communicate policies, practices, initiatives, training and team building. Hire and train new staff and develop staff to maximize potential. Monitor staff performance and address performance concerns; assist with addressing concerns involving job duties, performance standards, and coworker relations. Approve time records and requests for time off. Vendor Management
Manage vendor keys per UDR policies; source new vendors to maintain community appearance and resident services. Maintain community telecom and computer equipment; partner with IT to troubleshoot and test systems. Administrative
Prepare and deliver resident-specific and community letters, notifications, and move-in documentation; issue keys, fobs, remotes, and parking permissions/assignments. Review, monitor, administer and sign leases as required; maintain compliance with lease agreements and records. Plan and manage community events; manage and maintain the community website and social media campaigns to drive occupancy and visibility. Maintain acceptable NPS scores and facilitate Reputation Management; utilize Sugar CRM for resident relations and service requests. Manage and track package and parcel operations; address community and resident issues, disturbances, complaints, and crime-related inquiries; dispatch patrols as needed and complete risk management incident reports. Represent the organization in court appearances regarding non-payment or other legal actions as required, and manage key policy documentation. Oversee inventory of office supplies; develop 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 and goal-oriented team; comply with company policies and Living the UDR Values daily. Perform other duties as assigned or needed. Qualifications
Bachelor’s Degree in Business or related field preferred; in lieu of degree, equivalent experience in residential properties, marketing and website development, or related business operations. Minimum 2 to 5 years property management experience in onsite office operations, leasing, administration, customer service; experience in events, marketing and website management preferred. Minimum two years’ management or supervisory experience required. Experience in customer service roles in hotel properties, rental operations, or related upscale service business is preferred. Valid driver’s license required unless noted otherwise. UDR is an equal employment opportunity employer 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 law. 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.
#J-18808-Ljbffr