4 Resident Services Manager I | Lease Up - High Street Atlanta Jobs in Atlanta, GA
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Windsor Communities is Hiring a Resident Services Manager I | Lease Up - High Street Atlanta Near Atlanta, GA
Description
ESSENTIAL DUTIES AND RESPONSIBILITIES
Customer Focus:
- Ensures timely response to resolve or escalate resident issues appropriately.
- Leads resident package management efforts.
- Prepares move-in day documentation, Happy Co move-in inspections, white glove inspection, and any other necessary steps to guarantee a seamless move-in experience for incoming residents.
- Performs move-in day welcome appointments to greet and orient new residents to the community.
- Conducts post-move in communication to residents to ensure customer satisfaction.
- Partners with Service Manager to monitor the Work Order Program to assist the Service Team with any work order communication issues with residents. Conducts post work order follow-ups to ensure customer satisfaction.
- Focus on maintaining and achieving set company goals for positive customer relationships with both prospect and residents monitored through customer survey program. Responsible for responding to both positive and negative survey responses.
- Develops and executes creative programs to increase resident satisfaction rates, such as resident appreciation events and resident engagement activities.
- Implements and contributes to the online reputation plan set by the General Manager. Responsible for responding to both positive and negative online reviews.
- Recognizes, manages, and implements risk management strategy including best practices, liability insurance compliance, and incident reporting.
- Knowledge of how to enact the Windsor Communities Crisis Plan, send pre-approved communication, and complete the after-action report.
- Conducts necessary resident communication efforts in support of direct manager, office closures, capital projects, and customer retention efforts.
Resident Events and Community Building:
- Organize diverse resident events, workshops, fitness classes, and cultural celebrations.
- Collaborate across departments to ensure smooth event execution and enhance resident experiences.
- Facilitate resident interactions to build a strong sense of community.
- Innovate and implement initiatives to strengthen community bonds and engagement.
- Continuously research and understand evolving resident needs for memorable experiences.
Social Media Branding and Event Communication:
- Develop and implement a social media strategy with the on-site team and Social Kapture.
- Create engaging content showcasing resident events, community amenities, and unique experiences.
- Communicate upcoming events and community updates effectively through various channels.
- Generate high-quality photos and videos for social media content.
Event Flyers and Marketing Materials:
- Design visually appealing event flyers and marketing materials aligned with High Street Atlanta's culture and brand guidelines.
- Collaborate with the PM and marketing team to develop strategies and initiatives that effectively market High Street to potential residents, creating buzz and generating leasing interest.
Retail/Resident Events and Relationships:
- Collaborate with High Street Atlanta's retail businesses to organize joint events and promotions.
- Cultivate strong relationships with retail partners in tandem with the Retail Manager.
- Develop partnerships with local businesses to provide exclusive deals, perks, and promotions for High Street Atlanta residents.
- Facilitate connections between residents and nearby retail establishments and service providers.
Sales Strategy:
- Assist in the management of Funnel CRM queue management.
- Ensure the success of unguided prospect tours through signage, identified unguided tour apartment preparation, and greeting of prospects.
- Walks tour path, common areas, identified unguided tour apartments, vacants, and made ready apartments weekly to ensure exemplary appearance to prospects and residents.
- Leverage company-approved social media platforms to highlight sales opportunities, analyze engagement, and promote product to customer base.
- Manages resident renewal program including sending renewal offers, conducting warm calls and follow up, processing documentation, and achieving company resident retention goals.
- Reports on all renewal program activity, including uncommitted, recent notices, and recent commitments, to General Manager on a weekly basis.
- Knowledgeable about the job market, local businesses, community activities, and community demographic life-style preferences. Conducts bi-annual competitor shopping.
- Promotes Bilt program to all residents on an on-going basis to ensure resident participation.
Administrative Support:
- Reviews maintenance make-ready/move-in/move-out schedules to efficiently handle move-outs and ensure timely preparation for upcoming move-ins.
- Manages the notice to vacate process overseeing the execution of all associated paperwork and system related action items.
- Partners with the Prior Resident Support team by providing necessary information to the Support Services team, overseeing the execution of the Move Out Inspection within the inspection software platform, and facilitating the promotion and administration of the TIDY program.
- Partners with the Resident Payment Support team by processing payments, delivering delinquency notices, court appearances if necessary, and remaining up to date on local and state landlord-tenant laws.
- Partners with the Resident Lease Support team by ensuring the timely and thorough processing of all resident files by utilizing the Digital Leasing Checklist, verifying that they are comprehensively completed and including all necessary attachments and system demographics.
Leading and Managing:
- Models and instills the company’s mission, values, and leadership traits in all associates.
- Partners with the Human Resources Department by ensuring completion of all administration duties for all new and tenured concierge associates in accordance with company policies and procedures, such as New Hire Paperwork, Annual Compliance, Performance Evaluations, etc.
Performance Expectations:
- Full compliance with completed deposit accounting files with missing information 10 days after move out.
- Full compliance with completed Delinquency monitoring tables.
- Achieve company outlined resident retention benchmarks.
- Achieve company outlined quarterly Kingsley Score goal.
- Achieve company outlined monthly ORA scores versus company average and company goal.
Role Expectations:
- Maintains close partnership with Service Manager to positively impact communication and processes around the Work Order and Make Ready Maintenance Program.
- Ability to demonstrate proficiency in Microsoft 365 product suite (Word, Excel, Outlook, Microsoft Teams).
- Working knowledge of property management and prop-tech systems.
- High school diploma or equivalent required; some college coursework preferred.
- Three years related experience and/or training; or equivalent combination of education and experience.
- An equivalent combination of education and experience will also be considered.
- Experience working in a multifamily environment and/or property management operations.
Job Summary
Full Time
Social & Legal Services
$82k-102k (estimate)
06/09/2024
06/21/2024
windsorcommunities.com
OAKLAND, CA
50 - 100
Private
$10M - $50M
Social & Legal Services
Related Companies
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