Resident Services Manager
Description
Mac Properties is a dynamic and growing private residential real estate company with operations in the metropolitan areas of Chicago, St. Louis, and Kansas City.
We are hiring for a Resident Services Manager in Kansas City!
As a Resident Services Manager- Kansas City Portfolio, you will be an integral member of the team that creates authentic experiences for our Residents and their guests. The Resident Services Manager- is responsible for overseeing and directing all Resident Services operations across the entire Kansas City portfolio. As a Resident Services Manager, you will establish and implement plans for improved resident satisfaction, standardize best practices within the department, and train staff on how to provide exceptional customer service.
This is a Full-Time role WITH BENEFITS.
DUTIES AND RESPONSIBILITIES:
- Recruits, trains, and develops Residence Services staff. Coaches and mentors Resident Services team to deliver prompt and courteous service, with professionalism, integrity, and confidentiality, consistently exceeding industry standards.
- Monitors Resident Services activities and performance metrics, adjusting work distribution and providing performance feedback and management, as needed.
- Oversees all move-in and move-out processes for the Kansas City portfolio.
- Ensures delinquency calls and 5-day notices are made on a timely and recurring basis.
- Manages ongoing resident relations including partnering with maintenance to proactively identify building improvements, identifying negative trends in resident survey scores related to maintenance work orders and move-ins, and addressing any escalated resident concerns.
- Oversees all resident lease renewals for the Kansas City portfolio, including ensuring all renewal paperwork is completed timely and accurately.
- Authors and/or proofreads resident correspondence and communication.
- Manages Resident Services team schedules to ensure adequate coverage to meet resident needs.
- Ensures Resident Services team understands, applies, and complies with all company policies and procedures and all applicable federal, state, and local laws.
- Performs other related duties and assignments as required.
QUALIFICATIONS
- People Person. The best part of serving others is creating experiences for them that go beyond the expected. Ability to interact with management, peers, residents, visitors, and prospects in a professional and pleasant manner.
- Great communicator. Providing amazing experiences requires the ability to communicate professionally (written, verbal, and listening). Exceptional customer service and follow-through skills.
- Strong Organization Skills. Ability to set priorities, pay attention to details, handle multiple tasks, and meet deadlines.
- Experience. 3+ years of previous experience in multi-family property management experience
- Education. Bachelor’s Degree in business or other related field preferred. 1-2 years of previous experience passionately providing customer service to others.
- Requires strong computer skills including Microsoft Office proficiency. Experience with Salesforce preferred.
BENEFITS AND PERKS:
- Robust Benefits package including Medical, Vision & Dental Insurance, 401(K).
- 30% Rent Discount for full-time employees.
- Educational Reimbursement.
- Opportunities for professional development and career growth.
Please be advised that ALL new hires will be required to successfully complete a criminal background investigation prior to employment. The receipt of satisfactory responses to reference requests and the provision of satisfactory proof of an applicant's identity and legal authority to work in the United States are also required.
About Mac: We believe that the quality of one’s life is directly related to the quality of one’s home. Since 2002, we have been creating rental homes and investing in neighborhoods for our residents in Chicago, Kansas City, and St. Louis. Our vision is to enable better lives through better homes- for our residents, our communities, and our colleagues.