Community Manager

SUMMARY:

A Community Manager is responsible for nurturing and managing an online or offline community around a brand, product, or organization. They engage with community members, create and curate content, moderate discussions, and foster growth and advocacy. Key responsibilities include engagement, content creation, moderation, community growth, analytics, customer support, advocacy, collaboration with other departments, staying updated on industry trends, and crisis management. The role requires strong communication, interpersonal, and organizational skills, along with the ability to adapt to changing circumstances and effectively represent the brand or organization.

DUTIES AND RESPONSIBILITIES:

• Maintain excellent customer service relationships by adhering to the Worcester Purpose and Core Values
• Adhere to Worcester Communities Policies, Procedures and SOPs
• Maintain a professional, courteous manner with all residents, vendors, contractors, and fellow team members
• Oversee, hire, train, motivate, and supervise on-site teams in order to achieve the operational goals of the assigned community. This includes new hire onboarding and training, ongoing formal and informal feedback, annual performance reviews, instructing and advising teams on policies and procedures
• Provide comprehensive feedback to non-performing team members. Facilitate disciplinary procedures and documentation up to and including terminations of employment if necessary while partnering with the Regional Manager and Human Resources.
• Monitor team member timecards and punches on a weekly basis to ensure proper payroll practices.
• Develop yearly operating budgets/forecasts. Accurately prepare and convey all operational and financial data to the Regional Manager in a timely manner.
• Achieve the highest possible net operating income through the implementation of effective cost control and revenue improvement programs; identify trends and recommend appropriate strategies and adjustments
• Manage high-quality on-site team through the implementation of effective recruitment, training, coaching, and development programs
• Manage an excellent customer service program
• Manage resident retention and service request follow-up programs
• Accurately complete required reports as well as additional reports requested by management
• Monitor the timely receipt and reconciliation of rent collections and ensure landlord/resident statutes are followed
• Direct efforts to implement sales and marketing plans, which effectively maximize rental income and budgeted occupancy
• Effectively maintain product knowledge of community and competitive communities through consistent evaluation of market conditions and trends. Ensure leasing staff develops similar knowledge
• Monitor service request turnaround and ensure the responsiveness of the maintenance staff
• Perform apartment inspections monthly as well as prior to move-in and at move-out
• Manage property risk effectively by communicating incidents and potential liabilities
• Report accident and emergency situations to the community manager immediately and by use of the appropriate reporting procedures
• Maintain a working knowledge of all fair housing laws, policies, and practices, and be fair and consistent in upholding these
• Perform other duties as assigned by the supervisor
• Flexible and capable of prioritizing tasks when working in a busy and changing environment
• Responsible for the preparation of market survey updates as required.
• Direct and advise on the most effective ways to uniquely position and achieve business strategies and financial goals and achieve the highest possible net operating income through the implementation of effective cost control and revenue improvement programs; identify trends and proactively recommend appropriate strategies and adjustments
• Participate in pricing strategy conversations ensuring that rental rates are in line with business strategies, occupancy goals, and financial goals.
• Complete a monthly audit of websites and collateral materials to ensure they are accurate and updated as needed.
• Analyze and evaluate monthly financial statements. Provide monthly/quarterly variance notes that support and explain the results in a thorough and professional manner.
• Responsible for the overall operations of the assigned community (office, maintenance, resident, and vendor relations).
• Conduct quarterly community inspections inspecting areas to include curb appeal, workplace safety standards, office operations, maintenance operations, capital improvements, risk management issues, common areas, and all other requirements as outlined in the Company policies and procedures
• Have knowledge of and follow all Federal, State, and local laws related to managing communities.
• Respond to legal issues as consulted and advised by RM and Legal Counsel
• Participate in monthly or quarterly updates or as required investor reporting.
• Ensure compliance of the Company’s policies and procedures and implementation of new initiatives.
• Participate in company training classes and meetings as required
• Represent the Company in a professional manner at all times. Consistently maintain a professional courteous attitude when dealing with residents, coworkers and the general public.
• All other duties as assigned to meet Company goals and objectives

QUALIFICATIONS:

• High school diploma or equivalent required.
• One to three years of multi-family and/or student housing management experience is highly preferred
• CAM, CAPS, or CPM preferred
• Knowledge of operation and financial concepts such as: budgeting, revenue, and NOI
• Computer skills required: Microsoft Office, Google Business Suite, Entrata Property management software required
• Must have the ability to develop, maintain, and foster relationships at every level among the organization and with external customers
• Ability to exercise initiative, problem-solving and decision-making skills
• Ability to establish priorities and coordinate work activities
• Must be analytical and able to perform intermediate math calculations
• Ability to make and implement decisions under conditions of risk and/or uncertainty
• Ability to analyze basic operating statements and identify unusual operating trends, ratios, and variances
• Have thorough knowledge of Fair Housing laws
• Ability to understand and perform all on-site software functions

ATTENDANCE/TRAVEL:

• Due to property staffing limitations, the position requires that individual be able to work scheduled hours on a consistent basis and, if necessary, overtime hours when requested
• Travel may be required as necessary to attend training and other company functions

COMPETENCIES:

• Ethics - Treats people with respect; Keeps commitments; inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.
• Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Quantity - Meets productivity standards; Completes work in a timely manner; Strives to increase productivity; Works quickly.
• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• Occasionally required to stand
• Frequently required to walk
• Continually required to sit
• Continually required to utilize hand and finger dexterity
• Occasionally required to climb, balance, bend, stoop, kneel, or crawl
• Continually required to talk or hear While performing the duties of this job
• The noise level in the work environment is usually quiet to moderate
• The employee must occasionally lift and /or move more than __20__ pounds / frequently lift and/or move up to __10_ pounds
• Specific vision abilities required by this job include: Close vision; Distance vision