Resident Services Manager

Position Overview

Key Responsibilities

Financial management

• Collect rent and other payments; post receipts accurately and make bank deposits on schedule.
• Manage delinquency: send late notices, set up payment plans, and prepare eviction filings in line with company policy and local law.
• Process move-in and move-out charges, security deposit dispositions, and resident ledger adjustments.
• Help prepare monthly reports, including rent rolls, delinquency, and occupancy.
• Code and process invoices and purchase orders; help track spending against the operating budget.

Resident relations

• Serve as a main point of contact for residents, responding to questions and concerns promptly and professionally.
• Keep the office open and welcoming for residents, prospects, guests, and vendors.
• Handle complaints and lease violations under the Property Manager's direction, documenting all communication.
• Keep a log of resident issues and the services provided.
• Monitor resident feedback on Kingsley [or the company's survey platform] and address concerns within 24 hours.
• Coordinate resident events, at least one per month, and help residents connect with one another.
• Prepare and deliver move-in and renewal gifts.
• Coordinate lease renewals, including sending offers and following up.

Leasing and marketing

• Greet, tour, and lease to prospects, and respond promptly to all incoming leads.
• Process rental applications, including screening, background checks, and approvals.
• Prepare lease documents and make sure they are complete and correctly signed.
• Learn the community and surrounding neighborhood well enough to sell both.
• Manage the community's social media and online reputation, including responding to reviews.
• Oversee distribution of the monthly resident newsletter.
• Monitor market conditions and competitor pricing.

Operations and maintenance

• Enter and track service requests; follow up with residents to confirm completion.
• Coordinate unit turns with the maintenance team and vendors so units are ready on time.
• Conduct move-in, move-out, and periodic unit inspections.
• Walk the property regularly to spot curb appeal, safety, and maintenance issues.

Qualifications

Required

• High school diploma or equivalent.
• 2+ years of experience in residential property management, leasing, or a related customer service role.
• Working knowledge of Fair Housing laws and landlord-tenant regulations.
• Experience handling rent collection, accounts receivable, or basic bookkeeping.
• Valid driver's license and reliable transportation.

Preferred

• Associate's or bachelor's degree in business, real estate, or a related field.
• Experience with property management software such as Yardi, RealPage, Entrata, or AppFolio.
• Industry credentials such as CAM (Certified Apartment Manager), CALP, or NALP.
• [If applicable: Affordable housing experience and LIHTC/HUD certifications such as COS or TCS.]
• Bilingual (English/Spanish or other languages common in the community).

Skills and Competencies

• Customer service: Stays calm, courteous, and solution-focused with residents, including in tense situations.
• Resident focus: Understands the needs of the resident population and helps build a strong sense of community.
• Attention to detail: Keeps ledgers, leases, and files accurate.
• Organization and flexibility: Manages a complex, shifting workload of collections, move-ins, renewals, events, and service requests without dropping deadlines.
• Communication: Writes and speaks clearly with residents, vendors, and the team, including on social media and in newsletters.
• Problem solving: Uses sound judgment and knows when to escalate.
• Technology: Comfortable with Microsoft Office or Google Workspace, email, social media, and property management software.
• Integrity: Handles money and confidential resident information responsibly.

Physical Requirements and Work Environment

• Sit at a desk and use a computer for extended periods.
• Walk the property, climb stairs, and inspect units throughout the day.
• Lift and carry up to [25] pounds occasionally (files, supplies, event materials).
• Work some evenings and weekends, and take part in an on-call rotation for after-hours emergencies.

Other Duties