Resident Services Manager

Core Spaces (Core) is more than a real estate company, it's a people company. Where building relationships is just as important as building properties. From researchers and architects to designers and operators, Core is made up of risk takers and dreamers who are on a mission to invent the future of living. Our six cultural values guide us every day and we strive to live them in everything we do: PUSH (Invent Better Places to Live), GRIT (We Got This), LIFT (Help Each Other Win), SHINE (Bring Your Full Self), UPHOLD (Never Break Trust), GROW (Always Get Better). Everything Core does stems from this culture of collaboration and innovation, and the drive to constantly improve the resident experience. This unique approach has led to creating spaces and services that are redefining the way people live.

Founded in 2010, Core is a vertically integrated real estate investment manager focused on acquiring, developing and managing across the student housing and build-to-rent ("BTR") sectors. Its residential communities feature world-class amenities, progressive design, and hospitality-driven service. Core's student housing portfolio includes over 74,440 beds currently owned or managed, with a pipeline of over 53,860 beds in various stages of development. Core's BTR division has over 3,000 homes under development, now leasing or in its pipeline in high-growth metros nationwide.

The Resident Services Manager oversees on-site daily customer service and resident retention tasks. Responsibilities include managing resident renewals, replacements, and conflicts, conducting prospect tours, executing marketing activities, and enhancing resident retention. The role may also involve additional on-site clerical or office tasks as required.

Resident Management:

• Managing all disputes between roommates.
• Handling of all resident replacements/relets.
• Manages resident's and guarantor's concerns to the best of their ability in an effort to minimize escalation to Community Manager.
• Responsible for customer service regarding questions/concerns.
• Regularly collaborates with the Maintenance Supervisor and Property Manager on recurring issues and work order updates, ensuring transparent communication with residents.

Surveys & Reporting:

• Work with the Director of Sales and Reputation Management, including regular check-ins, to ensure reputation goals are being met.
• Responsible for creating and executing quarterly Reputation Management Plans, and reviewing them with the Director of Sales and Reputation Management and Property Manager.
• Oversees resident surveys and focus groups to gather feedback, identify improvements, and shares findings with Property, Maintenance, and Regional Managers.
• Formulating necessary action strategies based on the feedback received from Focus Group discussions.
• Responsible for conducting resident experience calls (minimum of 10 per week).

Leasing & Marketing:

• Provide necessary support in marketing and leasing operations, which includes leading tours and following up with prospective residents.
• Responsible for planning, implementing, and performing marketing duties and tenant events.

Compliance and Standards:

• Ensure compliance with all company policies, procedures, and legal requirements.
• Uphold brand and company standards, ensuring that the property is consistently presented in an exceptional manner.
• Collaborate with the Property Manager on special projects and assignments.
• Complete all assigned HR/People Operations-related tasks.

Other:

• Must be able to work a full shift / required work schedule on-site at the property.
• Must be available for additional hours including evenings, weekends, and overtime when necessary.
• Must be available to assist with move-outs, turn, and move-ins that extend beyond normal full-time hours.
• Must be able to lift and move objects weighing up to 50 pounds regularly, as required by the demands of the job. This may include bending, stooping, and lifting throughout the workday.

Ideally, You'll Have:

• High School Diploma or Comparable Degree, Demonstrated Leadership Skills
• 1+ years of property management experience
• Proficient in Office Products and Windows and Apple operating systems.

You'll crush it if you have experience with:

• Student Housing Experience
• Experience with Entrata software

Organizational Structure

Reports to: Community Manager

Direct Reports: N/A

Disclaimer

Please note that job responsibilities, reporting lines, and duties outlined in this job description are subject to change to meet the evolving needs of the organization.

As an Equal Opportunity Employer, Core Spaces celebrates diversity and is committed to creating an equitable and inclusive environment, which creates a sense of belonging for all employees. We do not discriminate and believe every individual should be proud of who they are and the community they represent.