What are the responsibilities and job description for the Resident Relations Manager position at Rreaf Residential Llc?
The Resident Relations Manager is the first person our residents come into contact with, and as such, is required to provide excellent customer service skills to all future and current residentsThe Resident Relations Manager's primary responsibility is to oversee resident needs including Service Requests and outstanding items, in order to improve overall satisfaction to an ORA Score of 70 and to improve resident retention to 65%
Focus on proactively and diligently working in synergy with the leasing team to ensure the move-in process and overall retention is prioritized
Create & implement fun, affordable and creative monthly resident events
At times, it may be necessary for the Resident Relations Manager to be crosstrained to work in other areas of operations, such as leasing, and be willing and able to take on those additional responsibilities
Diligently and proactively contact residents whom have expiring leases 120 days in advance to offer support and solutions before time of renewal
Achieve and maintain a resident retention ratio of 65% or greater
Enter resident Notice to Vacate forms in OneSite upon receipt and immediately take steps to try and retain the resident
Conduct weekly reporting related to resident retention, and assist with financial month end
Develop monthly resident retention programs, produce and maintain a monthly calendar of resident activities, being mindful too, of the established budget for such events
Properly and proactively promote resident activities, assist in preparing for the events, and attend the events
Address resident concerns, such as service requests, noise complaints, etc., promptly and independently, communicating those when necessary to your direct supervisor
Recommend eviction if resident behavior warrants and prepare related documentation to support recommendation
Communicate information to residents with wellwritten and professional notices
Counsel residents who are not complying with the terms of the lease, including those concerning delinquent payments
Refer residents with special problems, such as economic, social, legal, health, etc., to groups or agencies that provide assistance
Participate in any court hearings and/or appeals as needed
Support the Team by achieving the occupancy and rental goals of the property
Promptly collect and post any revenue received
Assist in following up with any delinquent accounts, including preparing and delivering necessary notices
Assist in preparing and monitoring budget and managing expenses within budget through inventory control and purchasing procedures
Report payroll, bonuses and commissions accurately and timely, including proactively monitoring and managing overtime
Complete any pertinent safety checklists and/or inspections
Assist with other financial duties
Assist with Customer Service, Leasing and Marketing
Assist with General Repair and Maintenance Including Grounds Maintenance - to ensure all tasks are being completed timely
Other duties may apply
Have a people person, outgoing and compassionate personality with the ability to relate to people from all walks of life
Possess strong sales and closing skills
Have knowledge of property management policies and procedures
Possess strong multitasking and organizational skills
Should have general knowledge of Fair Housing
Communicate effectively, both verbally and in writing
Ability to perform at high levels in a fastpaced work environment and successfully adapt to changing priorities and work demands
Possess excellent conflict resolution skills, with the ability to address difficult or sensitive issues in a compassionate yet straightforward manner
Able to establish and maintain effective working relationships with peers, superiors, residents, prospects and guests
Skilled in communicating with all types of people in a wide variety of situations
Experience: Minimum of three years of residential property management or related experience or combination of education and experience
Physical: Ability to lift, push and pull up to 40 pounds
Valid driver's license and reliable, personal automobile for local job related travel
Willingness to help and work in areas other than resident retention, such as leasing
Focus on proactively and diligently working in synergy with the leasing team to ensure the move-in process and overall retention is prioritized
Create & implement fun, affordable and creative monthly resident events
At times, it may be necessary for the Resident Relations Manager to be crosstrained to work in other areas of operations, such as leasing, and be willing and able to take on those additional responsibilities
Diligently and proactively contact residents whom have expiring leases 120 days in advance to offer support and solutions before time of renewal
Achieve and maintain a resident retention ratio of 65% or greater
Enter resident Notice to Vacate forms in OneSite upon receipt and immediately take steps to try and retain the resident
Conduct weekly reporting related to resident retention, and assist with financial month end
Develop monthly resident retention programs, produce and maintain a monthly calendar of resident activities, being mindful too, of the established budget for such events
Properly and proactively promote resident activities, assist in preparing for the events, and attend the events
Address resident concerns, such as service requests, noise complaints, etc., promptly and independently, communicating those when necessary to your direct supervisor
Recommend eviction if resident behavior warrants and prepare related documentation to support recommendation
Communicate information to residents with wellwritten and professional notices
Counsel residents who are not complying with the terms of the lease, including those concerning delinquent payments
Refer residents with special problems, such as economic, social, legal, health, etc., to groups or agencies that provide assistance
Participate in any court hearings and/or appeals as needed
Support the Team by achieving the occupancy and rental goals of the property
Promptly collect and post any revenue received
Assist in following up with any delinquent accounts, including preparing and delivering necessary notices
Assist in preparing and monitoring budget and managing expenses within budget through inventory control and purchasing procedures
Report payroll, bonuses and commissions accurately and timely, including proactively monitoring and managing overtime
Complete any pertinent safety checklists and/or inspections
Assist with other financial duties
Assist with Customer Service, Leasing and Marketing
Assist with General Repair and Maintenance Including Grounds Maintenance - to ensure all tasks are being completed timely
Other duties may apply
Have a people person, outgoing and compassionate personality with the ability to relate to people from all walks of life
Possess strong sales and closing skills
Have knowledge of property management policies and procedures
Possess strong multitasking and organizational skills
Should have general knowledge of Fair Housing
Communicate effectively, both verbally and in writing
Ability to perform at high levels in a fastpaced work environment and successfully adapt to changing priorities and work demands
Possess excellent conflict resolution skills, with the ability to address difficult or sensitive issues in a compassionate yet straightforward manner
Able to establish and maintain effective working relationships with peers, superiors, residents, prospects and guests
Skilled in communicating with all types of people in a wide variety of situations
Experience: Minimum of three years of residential property management or related experience or combination of education and experience
Physical: Ability to lift, push and pull up to 40 pounds
Valid driver's license and reliable, personal automobile for local job related travel
Willingness to help and work in areas other than resident retention, such as leasing
