Resident Services Manager

JOB DESCRIPTION

Job Title: Resident Services Manager

Reports to: Property Manager

Position Supervision: None

FLSA Status: Non-Exempt

Revised: September 2025

Summary:

The Resident Services Manager plays a key role in supporting the Property Manager by overseeing all resident-facing services and ensuring resident satisfaction. This position is responsible for addressing day-to-day resident needs, mentoring the onsite team, and managing the move-out process. The Resident Services Manager proactively enhances the resident experience, promotes retention, and ensures operational excellence in alignment with RKW Residential standards.

Essential Duties and Responsibilities:

Resident Experience & Retention:

• Promote resident satisfaction and retention by addressing concerns, resolving service issues, and responding promptly to resident requests in compliance with legal and procedural requirements.
• Manage resident communications by distributing relevant updates, responding to inquiries, and maintaining transparent, effective engagement.

Leasing & Renewal Management:

• Conduct leasing presentations, highlighting property features, benefits, pricing, and amenities with a strong knowledge of the local market.
• Ensure timely generation, delivery, and completion of all applicant and move-in documentation in accordance with company policy.
• Oversee the resident move-out process, including home inspections and assessing applicable charges.
• Manage the renewal process by following up on renewal letters, finalizing new rates, inspecting homes, addressing resident questions, and ensuring all documents and charges are accurate.

Operations & Systems Management:

• Ensure property systems (package delivery, security, Funnel, OneSite, access control, etc.) operate efficiently and are utilized in alignment with company policies.
• Maintain data integrity by accurately entering and updating resident and prospect information in the property management system.
• Prepare and track performance reports that measure key metrics such as renewals, resident satisfaction, occupancy, traffic, conversion ratios, and application statuses.
• Research and troubleshoot data or reporting issues, escalating to appropriate support teams when necessary.

Vendor Relations:

• Partner with vendors by responding to questions and facilitating coordination as needed.

Financial & Compliance Support:

• Work closely with the centralized accounting team to execute financial processes including delinquency management, final account statements, and eviction procedures.

Other duties as assigned by the Property Manager or

Preferred Qualifications:

Education:

• High school diploma or equivalent required; Bachelor's degree in Business Administration or similar field preferred.

Experience:

• Minimum of 3 years of experience in multifamily property management.
• Background in sales, marketing, and customer service with the ability to support daily operations and drive property performance.

Skills:

• Strong communication skills with the ability to prepare reports, maintain accurate records, and effectively resolve resident concerns.
• Proficiency in property management software (e.g., RealPage, OneSite, Funnel) and Microsoft Office Suite preferred.
• Excellent organizational and time management skills; ability to work both independently and as part of a team.

Physical Demands:

• While performing the duties of this job, the employee is regularly required to sit, stand, walk, and use hands to handle or feel.
• Ability to lift and/or move up to 25 pounds occasionally.
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.