Director of Resident Relations

Job Description: The Director of Resident Relations will assist the Property Manager in effectively manage the assigned community.

The Director of Resident Relations will also be responsible for overseeing resident satisfaction, managing resident interactions, and ensuring a positive living environment, often including conflict resolution, community engagement, and resident retention efforts. Must maintain weekly and monthly resident reports including accurate reporting of renewals, resident service call backs, resident move in calls and move-in checklist corrections, resident complaints and resolutions. Monthly reports on concierge issues and resolutions, a calendar and budget of resident events to foster a sense of community and a calendar of quarterly concierge training and team building exercises. Interview, hire and set up training for new concierges. Monthly renters’ insurance report. Manage all concierges. Manage Resident Relations Manager.

Reports to: SVP of Property Management

Wage Status: Exempt (Ineligible for overtime)

Job Responsibilities:

• Conduct and oversee all resident interactions according to the policies & procedures set by Post Brothers, i.e. parking, maintenance, move ins, move outs, resident functions, resident retention activities and renewals, resident experience regarding construction, major repairs (if resident needs relocation assistance).
• Make sure management office is open, clean, presentable, beverages and snacks are available.
• Know your product, unit availability, amenities of the community.
• Ensure apartment is ready for resident to move in on agreed date.
• Assist front desk clerks with VIP guests, Corporate clients.
• Receive all telephone calls and in person visits; listen to resident requests, concerns and comments and complaints. Suggest a solution and discuss with SVP of Property Management.
• Work with GM to Issue appropriate notices, when necessary (late payments, eviction notices, returned checks memos), make sure resident files are in order and uploaded in yardi.
• Make sure residents renters insurance is update In the yardi portal and uploaded. If not, confirm they are being charged the admin fee.
• Physically walk and inspect community daily, report even the smallest issue or inconveniences to GM and maintenance. Follow up within a few hours to ensure that the issues were addressed.
• Report any escalated service needs to maintenance department, follow up with maintenance that the need was resolved then call to resident within 24 hours.
• Answer questions for Residents about the community, repairs, rent, and rules. Follow up on a timely basis.
• Maintain an open communication with the Property Manager and the Maintenance Supervisor.
• Monitor Renewals and process the entire renewal life cycle; Distribute and follow up on renewal notices.
• Inspect move outs and vacancies when needed.
• Assist in monitoring advertising effectively. Have a voice with marketing based on input from residents.
• Plan resident functions.
• Enforce policies of the Community with sensitivity to the residents.
• Oversee the placing of, removing, updating signs, flyers, notices.
• Perform New resident orientation
• Send welcome emails and schedule move ins
• Respond to residents’ emails within 2 hours during business hours
• Prepare move-in packages
• Ensure that unsafe conditions are corrected immediately.
• Enforce policies with sensitivity to the Residents
• Receive calls/walk ins/visitors/in person visits
• Listen to Residents requests, concerns and comments and complaints; do not promise anything, stay within policy report information to SVP
• Meet with GM daily to review happenings on the property
• Ensure safety concerns are addressed immediately
• Assist in organizing and set up of open house/leasing events
• Manage front desk with any Resident related issue
• Train front desk personnel
• Manage front desk; assure all pertinent information is updated on a daily basis/provide loading dock/elevator/move in information
• Walk vacant units prior to move in; assure they are ready for move ins
• Post Welcome signs/bags/keys for future residents
• Schedule loading dock/elevator for move ins
• Assign new Residents in EMS
• Complete all paperwork collection for parking requests
• Conduct move-in inspections with new residents
• Track and collect move in inspections; create work orders for items on inspection/file inspections in Resident file
• Tour and conduct the New Resident training; show how the fitness equipment works, provide class schedule, give instructions on trash rooms, front desk, parking, back yard, introduce new resident to our team
• Create work orders that come in from Rent Café/phone/emails daily
• Take credit card payments
• Assist GM with collecting rent payments, manage late fees and eviction diversion
• Issue appropriate notice, when necessary (late payments, eviction notices, returned checks memos), make sure resident files are in order.
• Assist pull files prepare for attorney
• Close out work orders in Yardi on a daily basis
• Set up Tickler/Perform Welcome Calls at 30,60,90,120 checks
• Perform maintenance satisfaction follow up calls’ weekly/provide report to GM
• Walk turnover units for move in to ensure its ready for our new resident
• Perform follow up calls to Residents
• Perform follow up calls/gift deliveries /renewal balloons/cards on renewals
• Random follow up on emails and phone calls to residents from Resident relations staff
• Answer questions for Residents about the community, repairs, rent and rules.  Conduct interactions in accordance to the policies and procedures set by Post Brothers
• Assist GM with any and all special tasks that may be needed

Requirements:

• At least 2 years of being a Property Manager
• Several years of experience with accounting and financing.
• Strong technical skills
• Attendance is an imperative job function.
• Employees must fulfill the performance standards of this position and comply with policies, rules and procedures of the company, including those set out in the Employee Handbook or otherwise communicated (verbally or writing) to employees.

Post Brothers provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Post Brothers complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.