Assistant Community Manager

3 weeks ago

Fairfax, United States Mill Creek Residential Full time

The Assistant Community Manager assists the Community Manager in supporting performance standards and maintaining all aspects of community operations. This individual works to develop, empower, and inspire associates toward the achievement of desired business outcomes. The Assistant Manager will be the “Manager on Duty” (MOD) in the absence of the Community Manager. The Assistant Community Manager may assist with scheduling and providing work assignments. This leader will consistently improve the sales process through guiding, coaching, and training Senior/Leasing Consultants.

Essential Functions/Responsibilities

**Sales and Marketing**
- Warmly greet prospective residents and create a personal connection while determining needs and preferences
- Answer all incoming calls and handle accordingly, whether prospect call, resident issue, service request etc.
- Call or visit competitive properties to update market survey on a monthly basis. Stay informed and aware of rents, specials and events promoted by competitors
- Enter accurate and timely data into appropriate information systems and prepare leasing reports for the Manager as requested. Manage Entrata tasks and leads daily
- Ensure the office, clubroom, apartment models, and “market ready” units are in impeccable condition
- Assist in Social Media advertising as directed by the Manager
- Assist in the preparation of move-ins, such as, walking apartment, preparing move-in gift, preparing move-in package (including keys, passes, etc.) as directed by the Manager
- Familiar with the surrounding neighborhood and ready to confidently share information with prospects and residents
- Address and complete all other duties as assigned

**Operational Standards**
- Accept rents and make deposits
- Update reports daily regarding notices to vacate, vacancy report, activity report and provide pertinent information to Community Manager
- Participate in Revenue Management calls when applicable
- Oversee normal duties of Concierge and Leasing Consultants (based on Manager’s request and staffing structure)
- Complete all new lease and renewal paperwork, including related addendums
- Complete resident communications when applicable
- Attend training classes/meetings as required or recommended by management
- Enter accurate and timely data into appropriate information systems. Manage Entrata tasks and leads daily
- Know and adhere to all policies and procedures contained in the manuals issued by Mill Creek Residential or as otherwise communicated (verbally or in writing) to associates
- Ensure compliance with all Federal, State and local laws. Consistently abide by Fair Housing regulations
- Address and complete all other duties as assigned

**Customer Service**
- Understand and support the customer experience vision for Mill Creek Residential
- Communicate service guarantees and customer service standards to prospective and current residents
- Take ownership to personally address and resolve customer concerns in a timely professional manner
- Support new residents during move-in process. Assist with lease renewals, move-outs, and resident transfers
- Contribute ideas for improving resident satisfaction to the Community Manager
- Participate in monthly property renewal program with informative letters, friendly telephone calls, and/or other means of encouraging communication as needed to increase resident retention
- Accept service requests from residents and route to service department for prompt processing Follow up to ensure the request has been completed and resident is satisfied
- Physically inspect property when on the grounds, pick up litter, and report any service needs to the maintenance staff and Manager
- Embody the Mill Creek mission, values and brand promise in all that he or she does
- Champion and enforce the Mill Creek Brand Promise, Service Standards, and Manifesto
- Address and complete all other duties as assigned

Education and/or Experience
- High School diploma or equivalent (GED), Bachelor’s degree preferred
- 2 years multi-family leasing or related property management experience or equivalent experience
- Commitment to, and passionate for, providing outstanding customer service
- Strong communication skills (written and verbal)
- Multi Family or related property management experience, retails sales or hospitality experience

Skills/Specialized Knowledge
- Clearly communicate, speak, read, and write in English as demonstrated by clear and concise written and verbal communication
- Exercise professional judgement to take ownership of and resolve issues and problems with residents
- In depth knowledge of community, inventory, pricing and availability as well as neighborhood and local community
- Continuous research of area competitors such as pricing, amenities, features etc.
- Computer skills including Microsoft Word, Excel, Entrata, Yardi and Revenue Management Software
- Ability to perform basic arithmetic skills such as measurement, addit

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