Resident Services Manager - 13th & Market - Homes

UDR, Inc. and its affiliated companies are seeking a
Resident Services Manager to lead our team at 13th & Market, our exclusive apartment community (264 homes) located in DT San Diego, CA.

Do you thrive on crafting an amazing customer experience and providing satisfying solutions to customers? Do you want to be a "Care Hero" and it's your job to save the customer's day?

As a
Resident Services Manager
, every single day is an opportunity for you to build a sense of community and rally your team to achieve the community’s resident retention and customer service goals.

Manage and complete a variety of tasks which range from simple to complex; all of which are associated with driving and supporting community operations:

• Prepare, communicate and deliver all resident specific and community letters and notifications, legal notifications, in addition to the management of the new resident move-in process, documentation and the issuance of all community keys, fobs, remotes, parking permits and parking assignments.
• Enforce all policies and procedures. Maintain compliance related to lease agreements including the review and authorization of all leases and ensuring community records (leases, addenda, reports, etc.) are maintained in accordance with stated legal requirements Company policies and/or procedures.
• Plan and manage all community events.
• Manage and maintain exemplary community website, social media campaigns, outreach marketing efforts for the community to drive occupancy and increase visibility, including Peer Space, Craigslist, etc.
• Maintain acceptable NPS scores and facilitate Reputation Management Process.
• Utilize the Sugar CRM to effectively manage resident relations, service requests and resident communications.
• Smart Rent Management and Package and Parcel Management.
• Manage key policy and process by providing keys to residents or contractors and documenting in accordance with the “Key Policy”.
• Investigate, address and resolve all community and resident issues, disturbances, complaints and any crime-related activities/inquiries, including the dispatch for patrol services. Complete incident report for Risk Management as needed.
• Serve as organizational representative along with the Business Manager for court appearances regarding non-payment and/or other legal action taken, small claims and UD hearings as necessary or required.
• Oversee inventory and replenishment of community office supplies and refreshments for office, residents and guests.
• Develop and maintain emergency action procedures for the properties.
• Work closely with the Centralized Admin, Centralized Sales and Renewal teams to ensure leasing and renewal goals are met.
• Ensure leadership style creates a productive, motivated, informed, inspired, engaged and goal oriented team.
• Comply with all Company policies and procedures related to employment.
• Commit to Living the UDR Values each day in every action taken when executing the essential functions of the job.

• Perform other duties as assigned or needed.

Ensure community is ready for business and meets established physical standards daily as listed below:

• Walk community daily; open and close all “showing” units. Monitor property including office space, restrooms, amenity areas, parking lot and “showing” units to ensure they meet UDR’s quality, cleanliness and presentation standards and proactively monitor battery upkeep of smart locks.
• Refresh community’s signage, write and distribute collateral as needed to support the drive for occupancy and improve community image.

Provide the best standard of quality and service through resident relations:

• Answer all resident and guest questions professionally and timely, balancing the needs of both internal and external customers. Implement strategies to improve quality of customer service.
• Proactively execute and close self-guided tours and/or provide guided community tours for prospects, lend assistance and provide information pertaining to short-term rentals, corporate housing opportunities and guest suite rentals.
• Conduct move-in orientation sessions for new residents and drive annual renewal conversations…