Resident Services Manager

UDR, Inc. and its affiliated companies are seeking a Floating Resident Service Manager to be based at Ridge at Blue Hills, our community (186 homes) located in Braintree, MA. Saturdays required. $32-$34/hour pay range. 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 Walk 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 community's signage, write and distribute collateral as needed to support the drive for occupancy and improve community image. Customer Service 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. Proactively launch self-guided tours and/or provide guided community tours for prospects, lend assistance, and provide information pertaining to short-term rentals, corporate housing opportunities, and guest suite rentals. Conduct move-in orientation sessions for new residents and assist with annual renewal conversations with existing residents if needed. Oversee the Customer Survey Program by ensuring immediate follow up to residents upon the completion of each service request via an e-mail or text notification which includes the ability to request a follow up phone conversation. Oversee and ensure the maintenance related matters are resolved and/or escalated to the Service Manager to be addressed immediately. Financial Work closely with Business Manager to complete required financial responsibilities. Conduct Purchase Card (P-card) reconciliation for community. Personnel (if applicable) Host daily and weekly team huddles to discuss community/resident/operations issues and concerns. Hire and train new staff and develop staff to maximize potential. Monitor staff performance and address performance problems through corrective action and dismissal. Approve time records and requests for time off. Vendor Management Manage vendor keys according to UDR's policies and procedures. Source new vendors as needed in order to maintain community appearance and resident services. Maintain community telecom and computer equipment, while serving as a partner to IT to troubleshoot system issues and test systems. Administrative Prepare, communicate, and deliver all resident specific and community letters and notifications. Review, monitor, administrate and sign leases as required. Enforce all policies and procedures. Maintain compliance related to lease agreements. Plan and manage all community events. Manage and maintain exemplary community website and social media campaigns. Investigate, address, and resolve all community and resident issues, disturbances, complaints, and any crime-related activities/inquiries. Manage key policy and process by providing keys to residents or contractors and documenting in accordance with the "Key Policy". Oversee inventory and replenishment of community office supplies and refreshments for office, residents, and guests. Work closely with the Centralized Admin, Centralized Sales and Renewal teams to ensure leasing and renewal goals are met. Comply with all Company policies and procedures related to employment. Perform other duties as assigned or needed. PERFORMANCE REQUIREMENTS: Knowledge of organizational policies and procedures. Strong customer service and personnel management skills. Proven exceptional communication skills both written and verbal. EDUCATION AND EXPERIENCE Bachelor's Degree in Business, related field, or its equivalent, preferred. Minimum 2 to 5 years property management experience. Minimum of two years' management or supervisory experience is required. Must have and maintain a valid driver's license unless otherwise noted. Seniority level Mid-Senior level Employment type Full-time Job function Sales, Marketing, and Customer Service Industries Real Estate, Hospitality, and Retail #J-18808-Ljbffr

Created: 2025-03-01