Director of Resident Services - Property Management

TITLE: Director of Resident Services

CLASSIFICATION: Full-time, Exempt

DEPARTMENT: Property Management

REPORTS TO: Regional Manager

Mission: The Property Manager/ Director of Resident Services is responsible for maintaining the property and ensuring that it is kept to the high standard which has become associated with The Apartment Store. As the lead property representative, the DRS must maintain accurate budgets and other reports that are required for daily operation and report them to the Regional Manager and Vice President. The Apartment Store relies on the DRS to handle any questions about a building that resident guests might have, as well as assisting the entire team as needed. Service to others is one of our core values and it is essential that the DRS makes sure that we are delivering smiles not only to our resident guests, parents, and the community, but also to our owners, the property itself and especially each other.

Essential Duties and Responsibilities:

Leadership:

• Maintain Keystone culture, core values and sense of mission in your division.
• Oversee onsite daily operations and staff to ensure property is well maintained and office is operating efficiently.
• With the Regional Manager and Human Resources Department, assist in finding new talent for your office.
• Plan weekly/monthly schedules for staffing.
• Train and mentor all staff members, guiding them and being sure they clearly understand expectations and deadlines. Review their work often and critique.
• Engage and communicate, in person, with as many resident guests on a daily basis as possible. You should be a common fixture at your property and recognizable to all resident guests in your portfolio. Be creative in your daily endeavor to Deliver Smiles!

Operations/Reporting:

• Ensure that all rent/late fees/utility charges & additional charges are posted, collected and deposited in a timely manner.
• Investigate and resolve resident guest disputes by finding an amicable solution; follow-up on unsatisfied guests
• Monthly rent roll reports to ensure schedule charge & security deposits are accurate
• Monthly delinquency report & necessary filings with the District Magistrates office
• Monthly Income Statement Review and report any deviations beyond resolution authority to VP.
• Process all security deposit refunds within legally required time frame
• Perform various inspections of properties. This includes but is not limited to; weekly “welfare” inspections, annual unit to unit inspections for interior capital expenditure recommendations, mid-year damage inspections, move out inspections and any other inspections which are required to maintain the asset to its highest level.

Accounting:

• Approve all invoices, code and send to accounts payable for payment.

Marketing & Leasing:

• Plan and coordinate lease life cycles with the VP, Regional Manager, and Marketing Teams.
• Work with Marketing team to develop annual marketing plan and budget
• Host community events at various times on-site at various properties in your portfolio to build a sense of community with your resident guests.
• Familiarity with competitions properties and their rates/promotions

Asset Management:

• Assist with the preparation of annual budgets. Review and monitor budgets for each property in your portfolio.
• Create and / or build a rapport with people in your market. This includes other Managers, University Officials, Local District Magistrates and other key players in your markets.

Building Services:

• Provide Regional Director of Maintenance with what items need preventative maintenance schedules and service contracts set up and/or bid for Regional Director of Maintenance to obtain.
• Work with VP of Operations to determine annual capital improvement projects and scope of work.
• Work with Project Managers to schedule construction jobs and notify residents of work to be completed.

Performance Indicators:

• Property standards hit
• Customer service/resident feedback
• Year to year occupancy
• Growing NOI for properties
• Budget accuracy

Knowledge/Critical Skills:

• High school diploma or GED required. Bachelor’s degree preferred;
• High level of proficiency with Microsoft Excel, Word, and Outlook required.
• 2 years of property management roles.
• 1 year(s) as a leasing consultant
• Real Estate License needed. If not, ability to obtain license
• Strong verbal and written communication skills, as well as strong math skills required.
• Valid driver’s license
• Strong sales, analytical, planning, forecasting & customer service skills.
• Ability to manage multiple complex priorities with seasonal demands.

Physical Demands/Environmental Factors:

• Works in office setting.
• Works under moderate supervision.
• Frequently types and writes on computer and uses phone. Occasionally moves about to coordinate work.
• Occasionally travels to other offices via car.

Job Type: Full-time

Pay: From $50,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance

Schedule:

• 8 hour shift
• Weekends as needed

Education:

• High school or equivalent (Required)

Experience:

• Property management: 2 years (Preferred)

License/Certification:

• Driver's License (Required)

Work Location: In person

Salary : $50,000