Job Title: Resident Service Manager

Report To: Area Manager or General Manager

Job Type: Full-Time

Location: One Site

Schedule: Monday-Friday, 8-hour shifts, and on-call. Some weekend and night shifts may also be required from time to time.

Job Summary: Corroborate with the on-site management team to lead the property customer service, renewal and marketing program in accordance with the standards outlined by Student Quarters. Work closely with the General Manager and Leasing Manager to set leasing goals, develop strategic plans and execute achieving budgeted occupancy.

Roles and Responsibilities

General & Customer Service

• Build and maintain strong relationships with current residents, future residents, guarantors, visitors, Squad members and the local community

• Promote resident retention by providing excellent customer service to all prospects, residents, and guarantors

• Encourage lease renewals through proactive communication and personalized attention via text, emails and other outreach methods.

• Help plan, assist and execute all move-out and move-in related events

• Run point on all activity related to roommate matching concerns, transfer requests, and re-let leases

• Oversee the property review platform, all scores and overall performance

• Adhere to all SQ Standards

• Perform additional and/or various tasks as needed or as directed by the direct supervisor.

SQuad Development

• Successfully recruit, train, and develop high-performing SQuad Members in all roles to maximize the performance of our site and develop the future leaders of our company.

• Provide team with appropriate sales/marketing/customer service training specific to approved SQ branding, values, protocols, policies, and best practices.

Community Care

• Act as the primary point of contact for residents addressing inquiries, concerns, and feedback promptly and professionally.

• Coordinate with the General Manager to identify and implement solutions to resident concerns.

• Physically walk and inspect community on a regular basis including model units, vacant apartments, and associated task with upcoming property inspections.

• Contribute to the general upkeep and cleaning of the office, common areas, model and tour path. This includes monitoring opening and closing checklists.

• Document and follow up on service requests from residents

Marketing & Leasing

• Oversee and participate in leasing productions for property including leasing administration, marketing activities and maintaining product knowledge of community and competitors to maximize rental income and budgeted occupancy.

• Supervise the planning, preparation, and implementation of resident events, renewal parties, and property competitions as approved by the General Manager

• Guide the team in establishing and monitoring renewal progress, rental rates, renewal specials and pre-leasing goals. Make timely recommendations for any corrective action needed

• Shop competition regularly and be aware of market specific conditions and changes

• Manage the site’s Marketing Playbook and assist with the development and implementation of Resident Programs/Retention.

• Accurately prepare and have a thorough knowledge of all lease-related paperwork

• Maintain accurate prospect traffic and leasing data, and assist with other computer data entry as necessary

• Utilize social media and digital platforms to engage with residents and promote community events and updates.

• Audit all lease files as needed to ensure adherence to standards

• Respond to internet leads, answer prospect calls, and conduct property tours following the guidelines outlined in the secret shop forms as well as training materials

• Work directly with other managers to prepare aggressively achievable site budgets that meet or exceed the goals of the owner/investor.

• Continuously monitors and analyzes staff conversion ratios, unit availability, concession spending to remain within the parameters outlined in the budget.

Skills, Experiences, & Qualities

• A minimum of one year of property management experience is required

• A working knowledge of Entrata Software is highly preferred

• High school diploma or equivalent highly preferred

• A college degree or extensive experience in property management preferred

• Ability to perform intermediate mathematical functions

• Ability to understand and perform all on-site software functions

• Intermediate knowledge of Microsoft and google platforms

• Create relationships

• NAA or lease auditing experience

• Experience effectively managing a properties curb appeal

Physical demands

• Must be able to push, pull, lift, carry, or maneuver office products and supplies of up to twenty (20) pounds.

• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

• Regularly required to stand; walk; reach with hands and arms, and climb stairs, stoop, or squat.

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Job Qualifications

• Must be able to pass a background check

• Must have reliable transportation

• Must be able to read and write in English fluently

• Must dress professionally and have a neat appearance

• Required to possess excellent verbal and written communication skills

• Must be able to work any of the seven days of the week and overtime hours when requested.

• Travel may be required as necessary to attend training and other company functions

About Us: Student Quarters is your front door to campus and the perfect living space to connect with the community around you! We encourage the engagement of students with their surroundings through premier apartment locations and exciting events centered around local businesses, restaurants, attractions and, of course, campus. No matter how you live, live SQ.

What we are offering:

• Competitive Salary, Commission Pay Eligibility

• Dental, Health, and Vision Insurance

• 401k Options

• Short Term and Long Term Disability and Company Paid Voluntary Life

• Paid Time Off, including a day off on your birthday

• Paid Holidays and Floating Holidays

• 16 Hours of Paid Volunteer Time

• LGBTQ Friendly Workplace

• Age-Inclusive

• Hiring Heroes Program

• Parental leave

Mission: To deliver enriching experiences and exceptional results for our investors, employees, and residents.

Vision: Be the preeminent partner for investors, employees, and residents in the student housing sector.

We Collectively Stand Behind Our Five Core Values:

• Steady in all seasons

• Question the status quo

• Unparalleled engagement

• Authentic and genuine

• Dedicated to We before Me