Property Manager- Resident Services
The Property Manager- Resident Services St. Louis is responsible for overseeing and directing all Resident Services operations and valet/garage attendant operations, including move-in/outs, resident retention, collections on delinquent accounts, resident communications and escalated maintenance service requests. The Property Manager- Resident Services establishes and implements management plans for improved resident satisfaction and revenue enhancement (reducing delinquencies and increasing renewals) while facilitating inter-departmental communication and standardizing best practices within the department.
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Essential Functions:
- Supervises Resident Service Coordinators (RSC), Resident Service Associates (RSA) and Garage Attendants (GA). Recruits, trains and develops, sets goals, performs disciplinary activities, and manages RSC staff and GA Staff. Conducts employee meetings to ensure team members are aware of company goals, standards and procedures.
- Coaches and mentors the RSC, RSA, and GA teams and ensures delivery of prompt and courteous resident service, with professionalism, integrity and confidentiality to consistently exceeding industry standards.
- Manages RSC, RSA, and GA scheduling to ensure adequate coverage across the assigned portfolio. Updates monthly 24-hour scheduling via Salesforce.
- Monitors Resident Services, Resident Associates, and Garage attendant activities and performance metrics, adjusting work distribution and providing performance feedback and management, as needed.
- Oversees all move-in and move-out processes for assigned Portfolio.
- Reviews, makes time adjustments and approves RSC, RSA, and GA time off requests, and time card punches via Paycor.
- Acts as on-call back-up to fill any schedule gaps.
- Develops, maintains, and administers emergency key procedures (Handytrac, key box locations, firefighter elevator keys, lock-outs, etc.)
- Assists with entering service requests and ensures they are assigned to the appropriate staff member via Salesforce.
- Facilitates ongoing positive resident relations by training the RSC, RSA, and GA team on MAC goals for resident satisfaction and resident retention, identify building improvements and ensuring residents are informed of planned building repairs.
- Authors and/or proof reads resident correspondence and communication.
- Oversees all resident lease renewals for assigned portfolio, including ensuring all renewal paperwork is completed timely and accurately.Addresses all management service requests for assigned portfolio on a daily basis.
- Assist RSC’s and RSA’s with move-in and move-outs procedures, including administering the freight elevators.
- Orders office supplies for the RSC, RSA and GA team and completes timely purchase orders.
- Performs other related duties and assignments as required.
Required Skills/Experience and Education:
- Bachelor’s Degree in business or other related field preferred.
- 3+ years of multi-family property management experience.
- Strong computer skills including Microsoft Office proficiency. Experience with Salesforce preferred.
- Exceptional customer service and follow-through skills. Leasing/Customer Service experience preferred.
- Organizational skills to include effective prioritization, monitoring multiple simultaneous projects.
- Ability to retain composure within an occasionally stressful environment.
- Outgoing personality – enjoys interaction with residents.
- Strong organization skills. Ability to set priorities, pay attention to details, handle multiple tasks, and meet deadlines.
- Ability to interact with management, peers, residents, visitors, and prospects in a professional and pleasant manner.
- Strong communication skills, both oral and written.
BENEFITS AND PERKS:
- Generous Rental Discounts
- Robust Benefits package including Medical, Dental & Vision Insurance, 401k with Company Match
- Paid Time-Off
- Training Opportunities and Education Reimbursement
Please be advised that ALL new hires will be required to successfully complete a criminal background investigation prior to employment. The receipt of satisfactory responses to reference requests, and the provision of satisfactory proof of an applicant's identity and legal authority to work in the United States are also required.