Resident Services Manager

UDR is seeking a Resident Service Manager to join our team at Domain College Park (255 units) in College Park, MD.

GENERAL SUMMARY OF DUTIES: The Resident Services Manager focuses on the management of all aspects of customer service by creating a positive sense of community, taking charge leading a dedicated community team, and fostering positive relationships with community residents. Position may have supervision over a direct reporting staff and will drive various administrative, asset quality, customer service, financial, vendor management and personnel processes in support of community operations. Specific intent is to manage the resident relations aspect of the business to ensure community performs at highest levels to achieve and/or exceed expectations.

SUPERVISION RECEIVED: Reports directly to the Community Director, Senior Community Director, District Manager or Regional Manager

SUPERVISION EXERCISED: Supervision of two or more associates is required, the Resident Service Coordinator(s) and/or Resident Service Specialist(s).

Exempt/Non-exempt status will depend on the supervisory responsibilities in accordance with FSLA guidelines.

Essential Functions
Asset Quality

Ensure community is ready for business and meets established physical standards daily as listed below:

• 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.
• 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:

• 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.
• 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.
• Conduct move-in orientation sessions for new residents and drive annual renewal conversations with existing residents as needed.
• Oversee the Customer Survey Program by ensuring that 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.
• 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:

• Work closely with Business Manager to complete required financial responsibilities.
• 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

• 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.
• Hire and train new staff and develop staff to maximize potential.
• 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.
• 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:

• Manage vendor keys according to UDR's policies and procedures.
• Source new vendors as needed in order to maintain community appearance and resident services.
• 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

• 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.
• Review, monitor, administrate and sign leases as required and needed.
• 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.
• Plan and manage all community events.
• 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.
• Maintain acceptable NPS scores and facilitate Reputation Management Process.
• Utilize the Sugar CRM to effectively manage resident relations, service requests and resident communications.
• Smart Rent Management and Package and Parcel Management.
• Manage key policy and process by providing keys to residents or contractors and documenting in accordance with the "Key Policy".
• 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.
• Serve as organizational representative along with the Business Manager for court appearances regarding non-