Resident Services Manager - Multi-Family Property Management

Resident Services Manager

UDR, Inc. and its affiliated companies are seeking a Resident Services Manager to join our team in Costa Mesa, CA. This position focuses on and manages all aspects of customer service and resident relations at 27 Seventy Five, Harbor at Mesa Verde and Rosebeach, our exclusive apartment communities (1522 total homes) located in Costa Mesa and La Mirada, CA. The position offices out of 27 Seventy Five located in Costa Mesa.

Do you thrive on crafting an amazing customer experience and providing satisfying solutions to customers? Do you want to be a "Care Hero" and it's your job to save the customer's day?

As a Resident Services Manager, every single day is an opportunity for you to build a sense of community and rally your team to achieve the community's resident retention and customer service goals.

Essential Functions:

• Asset Quality
• Ensure community is ready for business and meets established physical standards daily as listed below:
• 1. Walk community daily; open and close all "showing" units. Monitor property including office space, restrooms, amenity areas, parking lot and "showing" units to ensure they meet UDR's quality, cleanliness and presentation standards and proactively monitor battery upkeep of smart locks.
• 2. Refresh community's signage, write and distribute collateral as needed to support the drive for occupancy and improve community image.
• Customer Service
• Provide the best standard of quality and service through resident relations:
• 1. Answer all resident and guest questions professionally and timely, balancing the needs of both internal and external customers. Implement strategies to improve quality of customer service.
• 2. Proactively launch self-guided tours and/or provide guided community tours for prospects, lend assistance and provide information pertaining to short-term rentals, corporate housing opportunities and guest suite rentals.
• 3. Conduct move-in orientation sessions for new residents and drive annual renewal conversations with existing residents as needed.
• 4. Oversee the Customer Survey Program by ensuring that there is immediate follow up to residents upon the completion of each service request via an e-mail or text notification which includes the ability to request a follow up phone conversation. Follow-up phone calls to residents to gather more information on the quality and satisfaction of service requests.
• 5. Oversee and ensure the maintenance related matters are resolved and/or escalated to the Service Manager to be addressed immediately. If additional service is required, continue to follow up until the issue is resolved.
• Financial
• Complete various accounting and financial functions associated with driving and supporting community operations:
• 1. Work closely with Business Manager to complete required financial responsibilities.
• 2. Conduct Purchase Card (P-card) reconciliation for community.
• Personnel
• Lead winning team by professional example, taking ownership and personal interest in direct reports, if applicable to drive results and team performance:
• 1. Host daily and weekly team huddles to discuss community/resident/operations issues and concerns, provide update to team regarding policies, practices, company or team initiatives, training and team building.
• 2. Hire and train new staff and develop staff to maximize potential.
• 3. Monitor staff performance to include performance and address performance problems through corrective action and dismissal. Assist direct reporting staff to address and resolve concerns or complaints involving job duties and job descriptions, performance standards, relations with coworkers, relations with supervisors and managers.
• 4. Approve time records and requests for time off.
• Vendor Management
• Complete administrative tasks associated with community operations as it relates to outside vendors, communication telecom and IT systems:
• 1. Manage vendor keys according to UDR's policies and procedures.
• 2. Source new vendors as needed in order to maintain community appearance and resident services.
• 3. Maintain community telecom and computer equipment, while serving as a partner to IT to troubleshoot system issues and test systems.
• Administrative
• Manage and complete a variety of tasks which range from simple to complex; all of which are associated with driving and supporting community operations:
• 1. Prepare, communicate and deliver all resident specific and community letters and notifications, legal notifications, in addition to the management of the new resident move-in process, documentation and the issuance of all community keys, fobs, remotes, parking permits and parking assignments.
• 2. Review, monitor, administrate and sign leases as required and needed.
• 3. Enforce all policies and procedures. Maintain compliance related to lease agreements including the review and authorization of all leases and ensuring community records (leases, addenda, reports, etc.) are maintained in accordance with stated legal requirements Company policies and/or procedures.
• 4. Plan and manage all community events.
• 5. Manage and maintain exemplary community website, social media campaigns, outreach marketing efforts for the community to drive occupancy and increase visibility, including PeerSpace, Craigslist, etc.
• 6. Maintain acceptable NPS scores and facilitate Reputation Management Process.
• 7. Utilize the Sugar CRM to effectively manage resident relations, service requests and resident communications.
• 8. Smart Rent Management and Package and Parcel Management.
• 9. Manage key policy and process by providing keys to residents or contractors and documenting in accordance with the "Key Policy".
• 10. Investigate, address and resolve all community and resident issues, disturbances, complaints and any crime-related activities/inquiries, including the dispatch for patrol services. Complete incident report for Risk Management as needed.
• 11. Serve as organizational representative along with the Business Manager for court appearances regarding non-payment and/or other legal action taken, small claims and UD hearings as necessary or required.
• 12. Oversee inventory and replenishment of community office supplies and refreshments for office, residents and guests.
• 13. Develop and maintain emergency action procedures for the properties.
• 14. Work closely with the Centralized Admin, Centralized Sales and Renewal teams to ensure leasing and renewal goals are met.
• 15. Ensure leadership style creates a productive, motivated, informed, inspired, engaged and goal-oriented team.
• 16. Comply with all Company policies and procedures related to employment.
• 17. Commit to Living the UDR Values each day in every action taken when executing the essential functions of the job.
• 18. Perform other duties as assigned or needed.

Experience, Knowledge and Skills:

• Multi-family operations experience
• Supervisory/managerial experience
• Experience managing the eviction process and resolving escalated resident issues
• Customer service experience
• Proficient in the use of modern technology, especially computers and smartphones

Education:

• Degree or certificate in hospitality management, or related field preferred

Career Development and Advancement:

We offer ongoing education opportunities to encourage the skillset development of our employees and have a validated culture of enhancing the growth and advancement of their individual career goals. We believe our employees are the organization's most important asset.

Exceptional Benefits:

We offer a comprehensive benefit package, Company matched 401(k), vacation and personal time (up to 10 vacation days, 6 sick days, 4 personal days, and 2 floating holidays per year) plus company observed holidays, discounts to live in our best-in-class communities, tuition reimbursement, company sponsored events, community service days, and our annual President's Club held in Las Vegas, honoring our associates for their exceptional customer service and operational excellence.

Benefits Offered:

• Medical, Dental, Vision Plans Medical Flexible Spending Account Dependent Care Spending Account Lifestyle Spending Account Supplemental Term Life Insurance Voluntary Cancer Insurance Supplemental Short-Term Disability Insurance / AD&D Insurance Voluntary Long Term Care Insurance 401(k) Plan with company match

Salary Range:

• $70,000 - $75,000/year, depends on experience

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