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Resident Services Manager
3 months ago
The Vermont, Los Angeles, California, United States of America
Job Description
Harbor Group Management Company is a multi-billion dollar real estate investment and property management firm. As we continue to grow, we are looking for passionate, goal oriented, creative individuals with an entrepreneurial spirit and great communication skills.
Harbor Group is dedicated to outstanding customer service and providing exquisite living experience for our residents.
Resident Services Manager
Job Title: Resident Services Manager
Status:
Non-Exempt
JOB SUMMARY:
In the Resident Services Manager role, you will manage customer support for residents by assisting with service requests, accounting and rental issues, and coordinating other miscellaneous resident-related functions to achieve community goals surrounding resident retention .
As a Resident Services Manager, every single day is an opportunity for you to build a sense of community and rally your team to achieve the community’s resident retention and customer service goals.
ESSENTIAL DUTIES AND RESPONSIBILITIES
: include the following but are not limited to the job specifications contained herein. Additional duties or job functions that can be performed safely may be required as deemed necessary by supervisory personnel.
Assist the team with all sales and renewal activities; Broaden social networking to improve the community image.
Foster an ongoing positive relationship with residents and deliver unsurpassed service to achieve resident retention goals.
Respond to and resolve escalated resident service issues and track and follow up on service and move-in satisfaction.
Collaborate with the team to identify and implement strategies to improve the quality of service.
Promote the community's rentable items and amenities to generate additional revenue and contribute to the income goals.
Oversee CRM/Reputation metrics as a management tool to gauge the loyalty of the community’s customer relationships and communicate resident feedback with the team.
Conduct routine site inspections to ensure that the physical aspects of the community meet established standards and implement corrective measures as necessary; ensure leasing office, tour path, and model(s) are ready for the show daily.
Plan, promote, and deliver resident events and activities; Develop, produce, and coordinate resident communications via newsletters, surveys, lease violation letters, and other communications.
Advise the Property Manager on any emergency conditions, serious problems, or anything else that could otherwise affect the performance of the property and/or any relationship between the management and the resident.
Achieve the community’s resident satisfaction and retention goals by ensuring resident complaints and/or concerns are resolved in a timely manner and by answering questions concerning rent and fee payments.
Monitor Service Connect and ensure customer satisfaction on all service-related issues or requests.
Review the Courtesy Officer nightly reports and follow up on incident reports and lease violation notices as necessary.
Check the answering service for messages and return calls as necessary throughout the day.
Perform other duties as assigned.
QUALIFICATIONS
:
High school diploma or general education degree (GED); and one-year relevant experience; or equivalent combination of education and experience
Multi-family and/or hospitality operations experience required
Supervisory/managerial experience required
Experience working in apartment communities required
Experience in event planning, marketing, public relations, and website management, preferred
Customer service experience is required.
Proficient in the use of modern technology, especially computers and smartphones, required
WHAT WE OFFER:
Competitive Salaries & Bonuses
401(k) Plan with Employer Matching Contributions
Paid Personal Time & Holidays
Flexible Spending Accounts
Free Long-Term Disability
Free Life Insurance
Short Term Disability
Health Savings Account with Employer Contributions
Wellness Perks
FinFit Health Finance Program
Employee Apartment Discount
Employee Referral Program
Employee Recognition & Awards
Employee Assistance Program
Volunteer & Community Service Opportunities
Tuition Reimbursement
#LI-DD1
Veteran Friendly
This pre-employment application will be given every consideration, but its receipt does not imply that the applicant will be employed. Each question should be answered in a complete and accurate manner as no action can be taken on this application until all questions have been answered.
Harbor Group Management is proudly an Equal Opportunity Employer EOE/M/F/D/V. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status.
The Vermont, Los Angeles, California, United States of America
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