Resident Services Manager at Harbor Group Management in Los Angeles, California

Job Description:

Resident Services Manager

Job Title: Resident Services Manager

Division: Multifamily

Status: Non-Exempt

JOB SUMMARY: In the Resident Services Manager role, you will manage customer support for residents by assisting with service requests, accounting and rental issues, and coordinating other miscellaneous resident-related functions to achieve community goals surrounding resident retention. 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 DUTIES AND RESPONSIBILITIES : include the following but are not limited to the job specifications contained herein. Additional duties or job functions that can be performed safely may be required as deemed necessary by supervisory personnel.

• Assist the team with all sales and renewal activities; Broaden social networking to improve the community image.
• Foster an ongoing positive relationship with residents and deliver unsurpassed service to achieve resident retention goals.
• Respond to and resolve escalated resident service issues and track and follow up on service and move-in satisfaction.
• Collaborate with the team to identify and implement strategies to improve the quality of service.
• Promote the community's rentable items and amenities to generate additional revenue and contribute to the income goals.
• Oversee CRM/Reputation metrics as a management tool to gauge the loyalty of the community's customer relationships and communicate resident feedback with the team.
• Conduct routine site inspections to ensure that the physical aspects of the community meet established standards and implement corrective measures as necessary; ensure leasing office, tour path, and model(s) are ready for the show daily.
• Plan, promote, and deliver resident events and activities; Develop, produce, and coordinate resident communications via newsletters, surveys, lease violation letters, and other communications.
• Advise the Property Manager on any emergency conditions, serious problems, or anything else that could otherwise affect the performance of the property and/or any relationship between the management and the resident.
• Achieve the community's resident satisfaction and retention goals by ensuring resident complaints and/or concerns are resolved in a timely manner and by answering questions concerning rent and fee payments.
• Monitor Service Connect and ensure customer satisfaction on all service-related issues or requests.
• Review the Courtesy Officer nightly reports and follow up on incident reports and lease violation notices as necessary.
• Check the answering service for messages and return calls as necessary throughout the day.
• Perform other duties as assigned.

QUALIFICATIONS :

• High school diploma or general education degree (GED); and one-year relevant experience; or equivalent combination of education and experience
• Multi-family and/or hospitality operations experience required
• Supervisory/managerial experience required
• Experience working in apartment communities required
• Experience in event planning, marketing, public relations, and website management, preferred
• Customer service experience is required.
• Proficient in the use of modern technology, especially computers and smartphones, required

WHAT WE OFFER:

• Competitive Salaries & Bonuses
• Medical, Dental & Vision Plans
• 401(k) Plan with Employer Matching Contributions
• Paid Personal Time & Holidays
• Flexible Spending Accounts
• Free Long-Term Disability
• Free Life Insurance
• Short Term Disability
• Health Savings Account with Employer Contributions
• Wellness Perks
• FinFit Health Finance Program
• Employee Apartment Discount
• Employee Referral Program
• Employee Recognition & Awards
• Employee Assistance Program
• Volunteer & Community Service Opportunities
• Tuition Reimbursement

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