Resident Services Manager 2
7 days ago
Resident Service Manager II at Dublin Station, Dublin, CA
Do you thrive on crafting an amazing customer experience and providing satisfying solutions to customers? Do you want to be a "Care Hero" and it's your job to save the customer's day?
As a Resident Services Manager II, you will build a sense of community and strive to achieve the community’s resident retention and customer service goals.
Essential Functions:
Asset Quality
Ensure community is ready for business and meets established physical standards daily:
- 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.
- Refresh community’s signage, write and distribute collateral as needed to support the drive for occupancy 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.
- Proactively launch self-guided tours and/or provide guided community tours for prospects.
- Conduct move-in orientation sessions for new residents and assist with annual renewal conversations with existing residents if needed.
- Oversee and ensure maintenance related matters are resolved and/or escalated to the Service Manager.
Administrative
Manage and complete a variety of tasks associated with driving and supporting community operations:
- 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.
- Work closely with Business Manager to complete required financial responsibilities.
- Conduct Purchase Card (P-card) reconciliation for community.
- Maintain acceptable NPS scores and facilitate Reputation Management Process.
- Utilize the Sugar CRM to effectively manage resident relations and service requests.
- Investigate, address, and resolve all community and resident issues.
- Develop and maintain emergency action procedures for the properties.
- Perform other duties as assigned or needed.
Experience, Knowledge and Skills:
- Minimum 2 to 5 years property management experience in onsite office operations, leasing, administration, and customer service.
- Experience in customer service positions in hotel properties, rental operations, or related upscale service business is preferred.
Career Development and Advancement:
We offer ongoing education opportunities to encourage the skillset development of our employees.
Exceptional Benefits:
We offer a comprehensive benefit package, apartment rental discount, company matched 401(k), vacation and personal time (up to 10 vacation days, 6 sick days, 4 personal days, and 2 floating holidays per year), plus company observed holidays, discounts to live in our best-in-class communities, tuition reimbursement, and company sponsored events.
Compensation:
$32.00/HR - $38.46/HR. Bonus eligibility 10%
About UDR, Inc.
UDR, Inc., an S&P500 company, is one of the nation's largest owners and managers of residential apartment communities.
Equal Employment Opportunity Employer:
UDR is proud to provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type.
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