Job Title : Resident Services Manager
Reports to : Community Manager
Job Summary
The Resident Service Manager (RSM) is one of the most important roles in the office. This position is responsible for ensuring all rent payments are collected, monies are collected on delinquent accounts, and all resident services are handled in a professional and timely manner.
Duties and Responsibilities
Adhere to the Company’s policies and procedures
Always represent the property in a professional manner
Keep current on required training as assigned, including but not limited to Grace Hill training
Act as primary customer service representative for the property
Responsible for the timely collection of rents and posting payments to Entrata.
Prepare daily bank deposit.
Reconcile and balance resident accounts
Troubleshoot and resolve resident ledger discrepancies.
Manage the delinquency process and communications in Entrata
Assist with evictions.
Assist with and coordinate information necessary to prepare reports, and leasing audits, as requested by Corporate.
Prepare accounting reports as requested
Maintenance service request follow up
Responsible for the Community’s Resident Satisfaction program including monthly resident meetings, quarterly resident surveys, and resident event engagement
Coordinate and oversee the roommate mediation and conflict resolution process
Work closely with Leasing & Marketing Director to implement effective sales and marketing plans and strategies.
Participate in activities related to move-ins, move outs and lease renewals.
Other relevant duties as assigned.
Qualifications
High School Diploma or equivalent is required.
A minimum of one year in Multi-Family Property Management – Student Housing preferred
A minimum of two years in a Customer Service setting
Ability to speak, read, and write English fluently
Ability to perform intermediate mathematical functions
Experience with property management software
Able to work in a team setting or independently with little to no supervision
Ability to lead, motivate and manage a team
Time Requirements
As this is an hourly position, the weekly hours will be at or around 40 hours per week for full time employees. Given the cyclical nature of our business certain times of the year will require more than 40 hours. Overtime will be paid if hours worked in a one-week period total more than 40.
Employer’s Rights
This job description does not list all the duties of the job. Incumbents may be asked by their supervisor or managers to perform other duties. Incumbents will be evaluated in part based upon their performance of the tasks listed in this job description.
The Company has the right to revise this job description at any time. The job description is not a contract for employment and either you or the Company may terminate employment at any time, with or without cause, with or without notice (subject to applicable laws).