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Resident Engagement Manager

3 months ago

Kissimmee, United States Birchstone Full time
Job DescriptionJob DescriptionDescription:

The Resident Engagement Manager will work under the direction of the Property Manager and aid the team in providing exceptional customer service throughout the move-in process, to include following up with new residents after the initial move-in. This position will bridge the gap and provide consistent resident communication before, during, and leading up to the time they vacate. The Resident Engagement Manager must work closely with the Leasing and Maintenance teams to ensure the highest degree of resident experiences and satisfaction occur, while company objectives are met.

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.

ESSENTIAL DUTIES:

  • Responds promptly to inquiries from prospective residents via phone, email, text and in-person visits.
  • Creates and implements customer service initiatives, strategies, and training to increase and maintain resident satisfaction.
  • Collaborates with property manager, maintenance teams, to coordinate make ready dates, move in dates, and any other details that will help ensure resident satisfaction.
  • Responsible for the de-escalate escalation of resident issues efficiently through research and communication.
  • Monitors online reviews, communications and ratings and to track key issues and results. Collaborates with appropriate team members to respond as appropriate. Mediums include, but are not limited to, Google reviews, Apartment Ratings, Satisfacts, and any other social platform requiring follow up.
  • Conduct Completes a personal phone call, e-mail and/or physical visit follow-up for with all new residents, immediately following move-ins date., to include a personal phone call, e-mail and/or physical visit following move-in.
  • Assists the Community Manager and Leasing Specialists with inspecting homes prior to new move-ins and while homes are vacant.
  • Maintains accurate records of all resident interactions, details of inquiries, comments, complaints, and actions taken and final resolutions.
  • Create and implement customer service initiatives, strategies, and training to increase and maintain resident satisfaction. Including managing, tracking, and analyzing resident satisfaction metrics via ORA Score and online reviews.
  • Oversees the development of the property’s resident event calendar, based on regional and resident interests. Ensures company initiatives are scheduled and executed as required. This may include holiday, family, educational or other Marketing events.
  • Perform Other additional duties as assigned.
Requirements:

EDUCATION & EXPERIENCE:

  • High School Diploma or Equivalent is required, Bachelor’s degree in Business, Sales, or related field preferred.
  • Two (2) or more years work experience in multi-family, Conventional/Market Rate, Class A and Class B communities preferred.
  • Two (2) or more years work experience in residential leasing and/or sales experience preferred.
  • One (1) or more years work experience in a lead or supervisory role preferred.

LICENSES & CERTIFICATIONS:

  • Certified Property Manager (CPM), Certified Apartment Manager (CAM) and/or Accredited Residential Manager (ARM) certifications preferred.

KNOWLEDGE & SKILLS:

  • Sufficient expertise in marketing, leasing, and financial management.
  • Strong leadership, collaboration, and interpersonal skills.
  • Ability to work independently and in a team environment.
  • Innovative approach to problem solving.
  • Familiarity with basic accounting and mathematical skills.
  • Must possess demonstrated effective written and verbal communications skills.
  • Excellent time management skills; ability to work well under pressure and meet deadlines.
  • Ability to effectively manage multiple projects simultaneously and prioritize tasks.
  • Strong organizational and planning skills; attention to detail.
  • Proficient with Microsoft Office Suite or related software; possesses general computer skills.
  • Proficiency with or the ability to quickly learn Entrata software and/or other Property Management and supplemental software solutions.
  • Ability to work varying hours and promptly respond to emergency situations.
  • Bilingual ability in English and Spanish preferred, but not required

OTHER REQUIREMENTS: Valid driver’s license required