Resident Services Manager 2

UDR is seeking a Resident Services Manager2 to join our team at 1301 Thomas Circle (292 units). This position will also support Andover House (171 units) – both properties located in DC. General Summary of Duties The Resident Services Manager focuses on the management of all aspects of customer service by creating a positive sense of community and fostering positive relationships with community residents. The position may have supervision over one direct reporting staff and will drive various administrative, asset quality, customer service, financial, vendor management and personnel processes in support of community operations. The specific intent is to manage the resident relations aspect of the business to ensure community performs at highest levels to achieve and/or exceed expectations. Supervision Received: Reports directly to the Community Director, Senior Community Director, District Manager or Regional Manager. Exercised: Non‑exempt status in accordance with FSLA guidelines. May supervise one associate, the Resident Service Coordinator or Resident Service Specialist. Essential Functions Asset Quality Walk the community daily; open and close all “showing” units. Monitor property including office space, restrooms, amenity areas, parking lot and “show” apartments to ensure they meet UDR’s quality, cleanliness and presentation standards and proactively monitor battery upkeep of smart locks. Refresh community signage, write and distribute collateral as needed to support occupancy drives and improve community image. Customer Service Answer all resident and guest questions professionally and timely, balancing needs of internal and external customers. Implement strategies to improve quality of customer service. Launch self‑guided tours and/or provide guided community tours for prospects, lend assistance, and provide information on short‑term rentals, corporate housing opportunities and guest suite rentals. Conduct move‑in orientation sessions for new residents and assist with annual renewal conversations. Oversee the Customer Survey Program, ensure immediate follow‑up to residents after each service request via email or text notification, include an option for follow‑up phone conversation. Conduct follow‑up calls to gather information on service quality and satisfaction. Manage maintenance related matters, escalating to the Service Manager when needed and following up until resolution. Financial Work closely with the Business Manager to complete financial responsibilities. Reconcile Purchase Card (P‑card) activity for the community. Personnel (if applicable) Host daily and weekly team huddles to discuss community/resident/operations issues, update on policies, practices, initiatives, training and team building. Hire, train and develop new staff to maximize potential. Monitor staff performance, address performance problems through corrective action and dismissal when necessary. Assist staff with workplace concerns. Approve time records and time‑off requests. Vendor Management Manage vendor keys according to UDR policies and procedures. Source new vendors as needed to maintain community appearance and resident services. Maintain community telecom and computer equipment, troubleshoot system issues and collaborate with IT. Administrative Prepare, communicate and deliver resident‑specific and community letters and notifications, including legal notifications, and manage the new resident move‑in process with documentation, key/fob issuance and parking assignments. Review, monitor and sign leases as required; enforce policies and compliance related to lease agreements. Plan and manage community events. Maintain community website, social media campaigns and outreach marketing efforts to drive occupancy and visibility (PeerSpace, Craigslist, etc.). Maintain acceptable NPS scores and facilitate reputation management. Use Sugar CRM to manage resident relations, service requests and communications. Manage Smart Rent, package and parcel management. Investigate, address and resolve resident issues, disturbances, complaints and any crime‑related activities, dispatch for patrol services, complete incident reports for Risk Management. Serve as representative with Business Manager for court appearances, small claims, UDR hearings. Provide keys to residents or contractors, documenting per the “Key Policy.” Oversee inventory and replenishment of office supplies and refreshments. Develop and maintain emergency action procedures. Collaborate with Centralized Admin, Sales and Renewal teams to meet leasing and renewal goals. Create a leadership style that motivates, informs, inspires and engages the team. Comply with all company policies and procedures related to employment. Live UDR Values each day in every action taken. Perform other duties as assigned. Performance Requirements Knowledge of organizational policies and procedures. Understanding of business concepts, research principles, decision‑making. Ability to apply policies to solve everyday business issues. Knowledge of overall property management and Fair Housing laws. Strong customer service and personnel management skills. Ability to develop business analysis and plans. Proficiency with social media platforms. Demonstrated budgeting and financial planning. Highly organized, project management, initiative, problem‑solving, decision‑making. Ability to work flexible schedule, including weekend and evening work. Excellent communication, written and verbal. Computer skills: Excel, word processing, internet, email. Ability to create, compose and edit written materials. Typical Physical Demands Requires mobility sufficient to travel. Some bending, stooping and stretching. Occasionally lift items up to 30 lbs. Requires eye‑hand coordination and manual dexterity to operate keyboard, photocopier, telephone, calculator and other office equipment. Requires normal hearing and eyesight to record, prepare and communicate reports. Regular attendance is essential. Typical Working Conditions Normal office environment. Must be able to access all exterior and interior parts of the community and amenities. May be exposed to outside elements where temperature, weather, odors or landscape may be unpleasant or hazardous. Time commitment and schedule may vary based on event schedule, including some weekend and evening work. Education and Experience Bachelor’s Degree in Business or related field preferred; otherwise, equivalent experience in residential properties, marketing, website development or related operations is required. Minimum 2–5 years of property management experience in onsite office operations, leasing, administration, customer service, special events, marketing and website management preferred. Minimum of two years’ management or supervisory experience required. Experience in customer service positions in hotel properties, rental operations or related upscale service business preferred. Valid driver’s license required unless otherwise noted. Equal Employment Opportunity Statement UDR is proud to provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. UDR is committed to providing and maintaining a diverse workforce and an inclusive work environment with equitable access and opportunity for associates to participate, grow, and reach their full potential. #J-18808-Ljbffr