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Community Manager
3 months ago
Job Summary:
The Community Manager manages the day-to-day operations of the community in an efficient, professional, and profitable manner to achieve goals in customer satisfaction, occupancy, delinquency, community appearance, sales, revenue generation, and cost control. This position upholds high standards with unyielding dedication and integrity to promote positive relationships with our customers, investors, employees, and vendors. In addition, the position provides caring involvement and good citizenship resulting in shared values/objectives, trust, and respect.
Duties/Responsibilities/Essential Functions:
- Collect rents and other charges, deliver timely rent increase notices, manage timely evictions, and maintain thorough and well-organized resident files.
- Tour property regularly to identify needs to maintain and enhance community appearance and resolve issues and problems in a timely fashion.
- Comply with, communicate, and enforce all federal, state, and local health and safety laws to meet OSHA requirements.
- Comply with federal, state, and local regulatory requirements to avoid discriminating against residents, vendors, and employees and protect the interests of the company.
- Enforce and recommend safety systems, policies, and procedures to ensure a safe working environment.
- Identify and communicate significant operational issues to regional and divisional leadership, including government/township issues, accident injuries, and employee or resident events.
- Understand and implement policies and procedures as published periodically and included in the Employee Handbook.
- Enter data into management software systems, pull and analyze reports, and take appropriate action to meet all company objectives.
- Order or direct the ordering of goods and services needed to operate and maintain the community.
- Compose and issue legal notices to residents in a timely fashion for operating policy violations (i.e., pets, pending eviction warnings, home site maintenance, parking & speeding ordinances, and visitors).
- Order or direct the ordering of goods and services needed to operate and maintain the community. Negotiate vendor service contracts.
- Review, approve and process all community invoices for payment. Perform miscellaneous administrative functions, including maintaining organized and complete resident and vendor files.
- Plan and/or support resident relations events (i.e., holiday parties, summer picnics, Girl scout/Boy Scout meetings) and communication vehicles (i.e., newsletters, coffee/hostess hours) reflective of resident demographics.
- Oversee or assist in maintenance operations. Perform general maintenance of community infrastructure.
- Conduct four-side home inspections. Perform resale home inspections.
- Repair and maintain and delegate where appropriate, the following: electrical systems, plumbing systems, HVAC systems, irrigation systems, swimming pool systems, and small engines, as needed.
- Based on Community, either direct new and used home sales or support direct sales staff, as needed. Implement sales strategies, make dealer visits, and maintain regular contact with vendors.
- Assist in the preparation of home sites and assess the size and set-back requirements of vacant sites. Maintain the sales environment and inventory utilizing Communities standards.
- Research market, demographics, competition, products, and customer needs before creating plans and taking proactive measures to market the community to prospective customers.
- Keep informed about local civic activities in the surrounding community and actively participate in the state and/or local industry level associations to develop relationships with clients, referral partners, and/or centers of influence, and obtain a personal introduction to prospective clients and employees.
- Maintain Communities brand with company-approved signage.
- Deliver sales presentations, including a community tour, to prospective residents to sell the benefits of home ownership and to assist with a buying decision (Aka— close the deal).
- Identify prospects, research, and analyze sales options to identify business opportunities.
- Remain current on customer needs, industry trends, market activities, and competitor actions to create reliable sales forecasts and opportunities.
- Submit home purchase information on all lender repos to Regional Manager when homes have been abandoned and notify the corresponding Regional Manager of any home that a lender or resident is planning on moving out of the community so that an offer to purchase can be made immediately.
- Oversees the refurbishment of homes to high quality, code-compliant standards in a timely fashion and within budget.
- Provide home purchase requests to Regional Manager, maintain a file for each inventory home with completed information on refurbishment costs and miscellaneous expenses, and complete appropriate purchase order changes as agreed upon with the corresponding Regional Manager to ensure accurate and complete information.
- Recruit, select, orient, and provide training for employees to meet community goals. Schedule and assign employee tasks to meet operational requirements.
- Plan performance expectations, monitor progress, measure the employee's success in meeting job goals and plan and implement development activities to promote the employee's career development. Provide employees with recognition and feedback to improve performance and motivate them to stay with the company.
- Control operational and capital expenditures and take advantage of revenue generating and cost saving opportunities to achieve community financial objectives.
- Review monthly variances with regional leadership; implement mid-course corrections where necessary to achieve financial goals.
- Perform other duties as assigned.
Required Skills/Abilities/Knowledge:
- The ability to persevere in accomplishing tasks or objectives while having a sense of urgency about getting results.
- The ability to work flexible non-traditional hours.
- The ability to fully learn and utilize all applicable systems related to the job.
- The ability to develop and promote a team effort, confront negative attitudes to build commitment and morale, get factions with competing perspectives to learn from one another, and integrate the efforts and talents of company team members.
- The ability to develop long-term, big-picture strategies to enhance competitiveness, recognize broad implications of issues, and balance and integrate strategic vision with day-to-day activities.
- The demonstrated ability to create and maintain positive, productive relationships with all residents in the community as well as with the Homeowner's Associations and local government, clarify the customers' (resident, prospect, vendor, employee) concerns or issues, determine the cause, select, and explain the best solutions with input from the customer, and solve the problem to expedite correction or adjustment.
- The demonstrated ability to follow up to ensure resolution and satisfaction, lead in creating and fostering a culture and practice that gives priority to exceptional courtesy and customer service in all customer interactions, including those most challenging.
- The ability to relate with others across functional business units and with employees who are not your direct supervisor, to build credibility and rapport, give personal support and reassurance, put others at ease, keep dealings with others confidential to build cooperative relationships, and develop the capacity of others to adapt to change.
- Must be proficient in all Microsoft Office applications as well as applications related to the specific position.
- The demonstrated ability to improve efficiency through planning and organizing, identify specific action steps and plans, anticipate problems, and develop contingency plans.
- The ability to consistently multi-task without losing focus or leaving tasks or projects unfinished.
- The ability to use available information to draw a timely conclusion and take quick action and make timely decisions in stressful situations.
- The ability to maintain consistent composure and handle frequent job changes or unexpected disruptions, and when working with conflicting, delayed, or unclear information.
- The ability to demonstrate strategic thinking skills by considering what is best for the organization, employees, investor, community, and residents.
- The ability to read, write, and speak English proficiently.
- Bi-lingual fluency in Spanish preferred.
Supervisory and Managerial Responsibility:
- Manages a team of individual contributors.
Education and Experience:
- High School Diploma or GED certificate is required.
- Bachelors’ degree preferred or equivalent experience.
- Three to five years of previous experience working in a multi-family or hospitality environment is required.
- Prior experience performing data entry is required.
Travel Requirements/Work Environment Conditions and Demands:
30% based on community location.
Physical Requirements, with/without Reasonable Accommodations:
Prolonged periods of sitting, using hands and fingers to handle or feel objects, (including using tools or controls customary to the position), standing, walking, kneeling, and reaching or lifting with hands and arms. Must be able to hear clearly (with or without the use of a hearing aid) and frequently lift and/or move up to 25 pounds.
Must be able to regularly lift and/or move up to 10 pounds, and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus (with or without the use of glasses or contact lenses).
