Resident Services Manager

Resident Services Manager

Compensation: $55-60k/yr, depending on experience

Position Overview

The Resident Services Manager plays a key role in creating an exceptional living experience for residents while supporting the on-site management team. This position serves as a primary point of contact for residents and prospective residents, ensuring high levels of customer service, clear communication, and a strong sense of community within the property. You will wear many hats and understand the general workings of an apartment community from the ground up. You will deliver top-notch service to all our clients and residents. You will be expected to work accurately, effectively, and efficiently.

The Resident Services Manager coordinates resident engagement initiatives, supports daily operational needs, and helps resolve resident concerns in a professional and timely manner. This role works closely with property management and maintenance teams to ensure residents receive responsive service and a positive living environment.

Key Responsibilities

Resident Experience & Customer Service

·         Serve as a primary point of contact for residents, providing prompt and professional assistance with questions, concerns, and service requests.

·         Support new resident onboarding by providing property orientation and assisting with move-in logistics, including guidance on utilities and community resources.

·         Maintain strong relationships with residents to foster a welcoming and engaged community atmosphere.

Resident Engagement & Community Programs

·         Plan, coordinate, and execute resident events and community engagement initiatives designed to enhance resident satisfaction and retention.

·         Create and distribute resident communications such as newsletters, event announcements, and community updates.

·         Promote resident participation in property programs and services.

Resident Relations & Issue Resolution

·         Address and document resident concerns including neighbor disputes, service requests, and other community-related matters in accordance with company standards.

·         Partner with the maintenance team to ensure resident service requests are submitted accurately and completed in a timely manner.

·         Follow up with residents to confirm satisfaction with completed service requests.

·         Process renter’s applications for approval

·         Address matters involving residents and their needs

Administrative & Operational Support

·         Assist with coordination and scheduling of community amenities such as clubhouse reservations or shared space usage when applicable.

·         Maintain accurate documentation related to resident interactions, incident reports, and service follow-ups.

·         Conduct periodic walkthroughs of the community to ensure cleanliness, safety, and overall property presentation, communicating any issues to the appropriate team members.

·         Handle some AR

·         Help ensure that invoices are processed

·         Maintain and review individual resident lease file documents for accuracy

·         Process move-ins and move-outs

·         Leasing activity- phone calls, emails, touring and leasing apartments

·         Assist in following up on delinquent accounts

Qualifications

·         2+ years of experience in customer service, hospitality, property management, or a related field preferred.

·         Strong interpersonal and communication skills with the ability to build positive relationships with residents and team members.

·         Highly organized with the ability to manage multiple priorities in a fast-paced environment.

·         Professional problem-solving and conflict resolution skills.

·         Proficiency with basic office technology and property management software is a plus.

About The Dinerstein Companies

At The Dinerstein Companies, we believe that exceptional communities begin with exceptional people. Our team members are empowered to create meaningful experiences for residents while growing professionally within a collaborative and supportive environment.