Regional Resident Relations Manager - Regional Office

Overview

Liberty Military Housing – Own your passion for service!

At Liberty Military Housing we’re here to serve those who serve our country by providing military families with comfortable, well-maintained homes in inviting communities across the United States. We take great pride in our highly trained team of professionals. With a blend of property management and military backgrounds, our employee-owners bring a proactive, solution-oriented mindset, along with unparalleled levels of empathy and understanding for our residents and one another. 

Liberty Military Housing is dedicated to helping our employees develop personally and professionally and provides an unprecedented 150 hours of professional development annually to each employee-owner. Camaraderie and collaboration form the foundation of our culture. We put people first, honoring one another’s diverse experiences, ideas, and contributions to our shared success. We strive to bring out the best in each other so we can do outstanding work and positively impact the lives of military families.

We’re always looking for dedicated team members in a variety of roles to help create meaningful results that help us meet our company goals. We offer an excellent benefits package, training, development, and opportunities for advancement, so if you’re ready to grow your career, take a look at our current job openings and become an employee-owner at Liberty Military Housing.

Responsibilities

A Day in the Life of a Resident Relations Manager:

As a Liberty Military Housing Resident Relations Manager, you will be responsible for providing customer service support at the regional level to ensure our residents have a positive experience while living at our Liberty Military Housing communities. Your role will serve as a resource and subject matter expert for the Customer Service Representative (CSR), including training and mentoring the CSR team. Your role will require excellent customer service skills and the ability to resolve complex issues in a timely and professional manner while delivering on our mission of providing exemplary service in accordance with Liberty Military Housing’s quality customer satisfaction standards.

 Your Responsibilities include, but not limited to:

• Handle resident concerns or requests that are escalated to the regional level.
• Assist prospective residents with information regarding their lease, the community, and the move in process.
• Responsible for responding to and managing resident complaints and/or service issues and may coordinate with appropriate staff to address and resolve resident concerns.
• Respond to social media postings (Facebook and other social media outlets).
• Serves as the Liberty Military Housing representative for the Resident Advisory Board.
• Promotes positive resident relations by connecting with residents and building appropriate rapport to understand needs, expectations, and requirements in order to ensure services rendered have been completed according to Liberty Military Housing standards and meet resident’s satisfaction.
• Work with the Customer Service Representative team to guide and provide on the job training and/or classroom training on customer service skills, service recovery and improvements to existing customer service processes.
• May perform post-turn unit inspections and complete move-in inventory inspections with new residents.
• Follow-up with residents who have requested work-order/services or expressed issues/concerns with the community.
• Participates in outreach marketing activities (i.e. market surveys, shop competitors, etc.) on a regular basis to obtain prospective residents.
• May participate in property walks / inspections (grounds, common areas, parking lots, community rooms, make-readies, quality control, etc.) to ensure community is well maintained according to LMH’s quality standards.
• Participate in and attend various department or regional meetings, resident or community events, seminars, and other work-related events.

Qualifications

What You Need for Success:

• Position requires 2-4 years in a customer service role (property management experience a plus).
• Demonstrated skills in the area of customer service, customer resolution, strong written and verbal communication skills.
• Proven experience in a senior or supervisory role with the ability to train and mentor employees.
• Experience in working with or for the military.
• Proficiency in personal computer skills, keyboard, internet search, email correspondence, math, Microsoft Office, including Word, Excel, and other software applications preferred (i.e. Yardi, Payscan).
• Proficiency in written, grammar and verbal communication skills.
• Ability to effectively interact with customers, vendors, management, co-workers, sufficient to exchange or convey information and to give and receive work direction.
• Ability to work in a fast-paced environment, multi-task, prioritize and complete assigned duties to ensure operational objectives are achieved.
• Must possess a positive and professional demeanor in all interactions, under all circumstances.
• Ability to operate a motor vehicle (valid license required).
• Must be available to work a flexible scheduled, including weekends, off-hours and emergencies as required.
• May require use of personal/company vehicle or electrical cart.
• Ability to travel to other regional locations for work, training, meetings and other work-related activities.

What We Provide You:

Liberty Military Housing takes into consideration everything from career development to family matters, and health & wellness. We are committed to offering our team members a wide range of benefits, including the following:

• Medical/Dental/Vision Insurance*
• Life and AD&D Insurance
• 401k Retirement Plan w/company match
• Employee Stock Ownership plan
• Incentive Bonus Program
• 10 Paid holidays per yearNew 
• 40 hours Paid Sick Leave per year**
• 80 hours Paid Vacation per year**

* Medical/Dental/Vision insurance eligible after 30 days of full-time employment.

**Vacation and sick time are based on the employee's hire date.

Pay Range: $74,000 - $85,000 annually

Salary : $74,000 - $85,000