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UDR - Opening Doors to your future · 8 hours ago

Resident Services Manager 2

Towson, MD

Full-time

Onsite

Mid, Senior Level

2+ years exp

UDR, Inc. is seeking a Resident Services Manager 2 to join their team at 1274 at Towson, an apartment community located in Towson, MD. The role focuses on managing customer service, fostering community relationships, and overseeing various operational aspects to ensure high levels of resident satisfaction and community performance.

Commercial Real EstateCommunitiesProperty ManagementReal EstateReal Estate Investment

Responsibilities

Ensure community is ready for business and meets established physical standards daily as listed below: 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

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

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 that that there is 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. Follow-up phone calls to residents to gather more information on the quality and satisfaction of service requests

Oversee and ensure the maintenance related matters are resolved and/or escalated to the Service Manager to be addressed immediately. If additional service is required, continue to follow up until the issue is resolved

Complete various accounting and financial functions associated with driving and supporting community operations: Work closely with Business Manager to complete required financial responsibilities

Conduct Purchase Card (P-card) reconciliation for community

Lead Winning Team By Professional Example, Taking Ownership And Personal Interest In Direct Reports, If Applicable To Drive Results And Team Performance

Host daily and weekly team huddles to discuss community/resident/operations issues and concerns, provide update to team regarding policies, practices, company or team initiatives, training and team building

Hire and train new staff and develop staff to maximize potential

Monitor staff performance to include performance and address performance problems through corrective action and dismissal. Assist direct reporting staff to address and resolve concerns or complaints involving job duties and job descriptions, performance standards, relations with coworkers, relations with supervisors and managers

Approve time records and requests for time off

Complete administrative tasks associated with community operations as it relates to outside vendors, communication telecom and IT systems: 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

Manage And Complete a Variety Of Tasks Which Range From Simple To Complex; All Of Which Are Associated With Driving And Supporting Community Operations

Prepare, communicate, and deliver all resident specific and community letters and notifications, legal notifications, in addition to the management of the new resident move-in process, documentation and the issuance of all community keys, fobs, remotes, parking permits and parking assignments

Review, monitor, administrate and sign leases as required and needed

Enforce all policies and procedures. Maintain compliance related to lease agreements including the review and authorization of all leases and ensuring community records (leases, addenda, reports, etc.) are maintained in accordance with stated legal requirements, company policies and/or procedures

Plan and manage all community events

Manage and maintain exemplary community website, social media campaigns, outreach marketing efforts for the community to drive occupancy and increase visibility, including PeerSpace, Craiglist, etc

Maintain acceptable NPS scores and facilitate Reputation Management Process

Utilize the Sugar CRM to effectively manage resident relations, service requests and resident communications

Smart Rent Management and Package and Parcel Management

Investigate, address, and resolve all community and resident issues, disturbances, complaints, and any crime-related activities/inquiries, including the dispatch for patrol services. Complete incident report for Risk Management as needed

Serve as organizational representative along with the Business Manager for court appearances regarding non-payment and/or other legal action taken, small claims and UD hearings as necessary or required

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

Develop and maintain emergency action procedures for the properties

Work closely with the Centralized Admin, Centralized Sales and Renewal teams to ensure leasing and renewal goals are met

Ensure leadership style creates a productive, motivated, informed, inspired, engaged and goal-oriented team

Comply with all Company policies and procedures related to employment

Commit to Living the UDR Values each day in every action taken when executing the essential functions of the job

Perform other duties as assigned or needed

Qualification

Property ManagementCustomer ServiceFinancial ManagementVendor ManagementSocial Media ManagementProject ManagementTeam LeadershipComputer ProficiencyMarketing SkillsCommunication SkillsOrganizational SkillsProblem Solving

Required

In lieu of degree, equivalent experience in residential properties, marketing and website development, or related business operations is required

Minimum of two years' management or supervisory experience is required

Must have and maintain a valid driver's license unless otherwise noted

Preferred

Bachelor's Degree in Business, related field, or its equivalent, preferred

Minimum 2 to 5 years property management experience in onsite office operations, leasing, administration, customer service as well as experience in special events, marketing, and website management preferred

Experience in customer service positions in hotel properties, rental operations, or related upscale service business is preferred