Resident Services Manager II - Waltham
Description
Resident Services Manager II | Waltham, MA
As the Resident Services Manager, you will play a pivotal role in overseeing the smooth operation of our community, ensuring an exceptional experience for our customers, and fostering a strong sense of community. Working closely with your direct manager, your responsibilities will include prioritizing key areas such as move-in satisfaction, renewal acquisition, and serving as the primary liaison to the Support Services Team. This role also works closely with the Sales Leadership team to ensure a smooth customer transition from prospect to resident. By creating a warm and inviting environment, organizing resident appreciation events, and maintaining an active and engaging social media presence, you will actively contribute to building a vibrant community that meet our residents needs today, tomorrow, and every day.
Customer Focus:
- Ensures timely response to resolve or escalate resident issues appropriately.
- Leads resident package management efforts.
- Prepares move-in day documentation, Happy Co move-in inspections, white glove inspection, and any other necessary steps to guarantee a seamless move-in experience for incoming residents.
- Performs move-in day welcome appointments to greet and orient new residents to the community.
- Conducts post-move in communication to residents to ensure customer satisfaction.
- Partners with Service Manager to monitor the Work Order Program to assist the Service Team with any work order communication issues with residents. Conducts post work order follow-ups to ensure customer satisfaction.
Financial Management:
- Processes monthly invoices in adherence to the Procurement Policy.
- Proactively monitors expenses and adjusts spending in accordance with monthly operating budgets.
- Details monthly variances found in the operating statement, along with corresponding recommendations to the direct manager.
Sales Strategy:
- Assist in the management of Funnel CRM queue management.
- Ensure the success of unguided prospect tours through signage, identified unguided tour apartment preparation, and greeting of prospects.
- Walks tour path, common areas, identified unguided tour apartments, vacants, and made ready apartments weekly to ensure exemplary appearance to prospects and residents.
Administrative Support:
- Reviews maintenance make-ready/move-in/move-out schedules to efficiently handle move-outs and ensure timely preparation for upcoming move-ins.
- Manages the notice to vacate process overseeing the execution of all associated paperwork and system related action items.
- Partners with the Prior Resident Support team by providing necessary information to the Support Services team, overseeing the execution of the Move Out Inspection within the inspection software platform, and facilitating the promotion and administration of the TIDY program.
Role Expectations:
- Weekend work may be required depending on site performance, regional needs, in support of newly acquired acquisitions, or additional factors.
- Maintains close partnership with Service Manager to positively impact communication and processes around the Work Order and Make Ready Maintenance Program.
- Ability to demonstrate proficiency in Microsoft 365 product suite (Word, Excel, Outlook, Microsoft Teams).
- Working knowledge of property management and prop-tech systems.
For more information, visit: Benefits!
Qualifications:
- High school diploma or equivalent required; some college coursework preferred.
- Three years related experience and/or training; or equivalent combination of education and experience.
- An equivalent combination of education and experience will also be considered.
- Experience working in a multifamily environment and/or property management operations.
- Knowledge of Funnel CRM preferred.
- Knowledge of Microsoft Office 365 required.
- Transferable apartment industry sales related experience preferred.
Why Join Us? We offer a vibrant and inclusive workplace where your dedication to sales excellence and customer satisfaction is valued. Be part of a team committed to creating thriving communities and homes that exceed expectations. Elevate your career with us!
Apply now and embark on an exciting journey with us!
Drug testing and background checks are an employment requirement. This is a required step in the hiring process.
Windsor Property Management Co. is an Equal Opportunity Employer