Resident Services Manager

Job Title: Resident Services Manager

Salary: $28 to $30 Per Hour Plus Bonus Opportunities

Schedule:Monday to Friday | 9 AM to 6 PM + Weekend Flexibility

Explore Crystal House

Unlock your potential with Avenue5 Residential.

Your ideas. Your development. Your experience.

We take care of you, so you can take care of our residents, properties and clients.

Property management may be our business, but people are our passion.

Empowering you to be the best.

Our benefits take a holistic approach to take care of your mind and body. We care about you as a whole person, both inside and outside of work.

• Physical wellness: Medical, dental, vision, and mental health coverage options.
• Financial wellness: Competitive pay plus basic life insurance and matching 401K contributions.
• Mental and emotional wellness: Generous time-off plan includes 10 paid holidays including a community service day and your birthday.
• Perks and more: Mentoring. Professional development. Discounts. Tuition reimbursement. Robust recognition program. And we're just getting started.

About the resident services manager position at Crystal House:

The resident services manager is responsible for creating and delivering exceptional resident experience by overseeing resident services, hospitality, communication, and service coordination within the community. This role combines concierge-level hospitality with operational support for the property management team to ensure residents receive prompt service, clear communication, and a welcoming environment throughout their entire living experience. Serving as the primary liaison between residents, leasing, and maintenance teams, the resident services manager ensures that service requests, communications, and resident needs are handled with professionalism and urgency. This position blends responsibilities traditionally associated with assistant property manager and concierge roles, with a strong emphasis on resident experience, retention, and service excellence.

• Serve as the primary resident services contact for residents, guests, vendors, and prospective residents
• Deliver a hospitality-driven experience in every interaction
• Greet residents and guests while assisting with questions, requests, and community services
• Ensure prompt, professional, and personalized service
• Address and resolve resident concerns with professionalism and urgency
• Build strong resident relationships to support renewal conversion and long-term retention
• Monitor upcoming lease expirations and collaborate with leasing teams to encourage renewals
• Assist with renewal outreach efforts, including resident check-ins and satisfaction follow-ups
• Proactively identify and resolve service issues that may impact renewal decisions
• Support initiatives that increase renewal conversion rates and resident satisfaction scores
• Coordinate with maintenance to ensure the timely completion of resident work orders
• Track service requests and provide residents with updates regarding service status
• Conduct resident follow-up within 24 hours after work order completion to confirm satisfaction
• Escalate unresolved service concerns to the Property Manager as needed
• Ensure service standards align with the community's hospitality expectations
• Plan and coordinate resident events and lifestyle programming
• Organize activities aligned with the community demographic and brand
• Coordinate vendor partnerships for activation and community experiences
• Promote engagement through:
• o Resident appreciation events

o Social programming

o Amenity activations

o Community partnerships

• Develop and distribute community communications, including:

o Resident newsletters

o Event announcements

o Amenity updates

o Community notices

• Maintain clear and consistent communication channels to keep residents informed
• Oversee front desk and resident service operations
• Manage package handling and deliveries
• Coordinate move-ins, move-outs, and elevator scheduling (where applicable)
• Maintain organized and welcoming resident service areas
• Ensure hospitality amenities are properly stocked and maintained
• Assist the Property Manager with daily operational needs
• Partner with leasing to support the guest experience
• Conduct community inspections to ensure cleanliness, safety, and service standards
• Identify and communicate maintenance or safety concerns
• KPI's used to measure performance are:

o Resident Satisfaction

Positive resident feedback

Online reputation and review performance

o Renewal Conversion

Support of property renewal goals

Resident engagement before lease expiration

o Work Order Follow-Up

Resident contact within 24 hours of completion

Effective tracking and resolution of concerns

o Community Engagement

Resident participation in events and programming

Consistent communication and interaction

• Perform other duties as assigned

Education and Experience:

• High school diploma is required.
• At least one year of customer service experience is required.
• 2+ years of experience in property management, hospitality, concierge, or customer service
• Skills and Requirements:
• Strong organizational and time-management skills.
• Strong interpersonal skills to effectively and sensitively communicate.
• Basic level knowledge with Microsoft Office Suite including Outlook, Word, PowerPoint and Excel.
• Sensitivity to confidential matters is required.
• Ability to work independently and prioritize effectively in a fast-paced environment with a strong sense of urgency.
• Capability to read, write, comprehend, and converse in English.
• Ability to use general office equipment, such as telephone, fax machine, printer, copier, and key track system.
• Excellent customer service and interpersonal skills with the ability to relate to others.
• Ability to cope with and defuse situations involving angry or difficult people.
• Must maintain a valid driver's license, clean driving record and current auto insurance is required.
• Must comply with all safety requirements.
• Required to complete and successfully pass the Avenue5 Fair Housing, Diversity and Inclusion Training within the first 30 days of employment

Our Core beliefs:

• Put people and partnerships first
• Empower associates
• Focus on solutions
• Champion ideas that accelerate success
• Deliver proof over promises

Experience our award winning culture:

• Top 15 national finalist on the Best Places to Work Multifamily
• Certified as a Great Place to Work since 2017
• Listed as one of the Best Workplaces in Real Estate
• Ranked second on the 100 fastest-growing private companies in Washington by The Puget Sound Business Journal
• Ranked 8 on the 2024 National Multifamily Housing Council (NMHC) Top 50 Managers List

We're a fast-growing property management company with new opportunities popping up daily. Search open positions to find your next adventure. If you don't see anything today, keep checking. Tomorrow, you may find your dream job.