Resident Manager

Overview

Job Title:

Resident Experience Manager

Reports To:

Community Manager

Location:

The Whitney

Pay:
Up to $26 depending on experience

The Resident Experience Manager is responsible for creating an exceptional living experience for all residents by overseeing resident relations, community engagement, customer service operations, and retention efforts. This role supports leasing performance and ensures residents receive prompt, professional, and solution-focused service. The Resident Experience Manager also assists with delinquency management and contributes to overall occupancy and revenue goals.

• Resident Relations & Customer
  
  Experience:
  
  Serve as a point of contact for residents to ensure prompt, effective communication and resolution of concerns. Assist residents and vendors through phone and email. Ensure residents feel heard and supported. Follow up after issues are resolved to ensure satisfaction.
• System Monitoring:
  Monitor Liv Connect (Elise AI) hand-off requests and help address Smart Desk tickets.
• Community Events:
  Assist with the planning and hosting of monthly community events. Ensure events are a mixture of interactive resident activities; help arrange vendor and small business partnerships; and help arrange local food truck events.
• Engagement & Feedback:
  Monitor resident engagement surveys, move-in/move-out experiences, and renewal retention. Monitor sentiment and feedback to identify opportunities for service improvements. Conduct follow-up calls to address resident satisfaction.
• Move-in & Occupancy:
  Oversee the move-in process to make it smooth and welcoming; ensure move-in units are ready. Perform warm calls for move-ins and pre-renewal surveys.
• Reviews & WOW:
  Monitor online reviews () and respond professionally in a timely manner. Proactively gather feedback to identify repeated concerns or issues. Support ongoing WOW program participation to promote resident satisfaction and engagement.
• Leasing & Occupancy Support:
  Assist with leasing responsibilities; use Anyone Home to track and prioritize prospect follow-up activities; handle opening/closing show units; set up mini models; create leasing files. Manage reviews and applications to ensure accuracy and timeliness; support occupancy and revenue goals.
• Content & Social:
  Create weekly content (3x weekly) and produce short videos for Instagram, Tik Tok, and Facebook, such as day-in-the-life videos, apartment tours, and amenity highlights.
• Delinquency Management:
  Assist with rent collection efforts through proactive communication, reminders, and resident outreach. Help residents understand payment options and timelines to reduce delinquency risk. Maintain accurate notes and updated resident accounts.
• Move-outs & Payments:
  Assist with pre-walk move outs, complete move-out inspections and SODAs, work with RSS/LSS teams, process rental payments, create late notices as required by state law.
• Operational Support:
  Assist with maintenance follow-up to ensure high satisfaction and timely resolution of escalated issues. Follow-up communication via calls and emails, and update notes in Encasa.
• Property Compliance:
  Partner with the Community Manager to complete property inspections and maintain compliance with property standards.
• Communication:
  Use Microsoft Teams with the onsite team and support teams; document completed tasks within the property Teams channel to keep everyone aligned.
• Other tasks as assigned.

• Minimum of three years of proven success in property management, leasing, or collections preferred.
• Excellent communication and customer service abilities.
• Knowledge of Fair Housing laws and compliance requirements.
• Technical skills including use of property software, lead management software, application software, and proficient knowledge of policy and procedures for onsite property management.