Resident Services Manager II

Windsor Communities • Arlington, VA

23d • $48

About The Position

As the Resident Services Manager II, you will play a pivotal role in overseeing the smooth operation of our community, ensuring an exceptional experience for our customers, and fostering a strong sense of community. Working closely with your direct manager, your responsibilities will include prioritizing key areas such as move-in satisfaction, renewal acquisition, and serving as the primary liaison to the Support Services Team. This role also works closely with the Sales Leadership team to ensure a smooth customer transition from prospect to resident. By creating a warm and inviting environment, organizing resident appreciation events, and maintaining an active and engaging social media presence, you will actively contribute to building a vibrant community that meet our residents needs today, tomorrow, and every day. For the fourth year in a row, Windsor Communities is the recipient of the 2024 Kingsley Excellence Award achieving the top award for Overall Customer Service. Compensation: Hourly : Starting at $38.19 or $79,435 annually. The full range is $38.19 - $47.73 depending on years of experience, tenure, and location. Bonus : Average monthly bonus potential is 20% of base salary paid out quarterly. Total Starting Annual Compensation Potential : $95,322 ($79,435 +15,887 bonus potential) Benefits: Comprehensive benefits package, including medical, dental, vision, 401k, and PTO. 1 hour of paid sick and safe time for every 30 hours worked, 10 days of paid vacation time accrued bi-weekly, 6 weeks of paid parental leave, 10 paid holidays annually, and up to 3 floating days. Opportunities for growth—we invest in our team's development. For more information, visit: Benefits! Customer Focus: Ensure timely response to resolve or escalate resident issues appropriately.

Requirements

• Candidate will have 2-3 years sales experience in a retail, hospitality, or multi-family environment, and Microsoft Office skills.
• Three years related experience and/or training; or equivalent combination of education and experience.
• Knowledge of Microsoft Office 365 required.
• Ability to demonstrate proficiency in Microsoft 365 product suite (Word, Excel, Outlook, Microsoft Teams).

Nice To Haves

• Undergraduate degree is preferred.
• Experience working in a multifamily environment and/or property management operations.
• Knowledge of Funnel CRM preferred.
• Transferable apartment industry sales related experience preferred.
• Working knowledge of property management and prop-tech systems.

Responsibilities

• Lead resident package management efforts.
• Prepare move-in day documentation, Happy Co move-in inspections, white glove inspection, and any other necessary steps to guarantee a seamless move-in experience for incoming residents.
• Perform move-in day welcome appointments to greet and orient new residents to the community.
• Conduct post-move in communication to residents to ensure customer satisfaction.
• Partner with Service Manager to monitor the Work Order Program to assist the Service Team with any work order communication issues with residents.
• Conducts post work order follow-ups to ensure customer satisfaction.
• Process monthly invoices in adherence to the Procurement Policy.
• Proactively monitors expenses and adjusts spending in accordance with monthly operating budgets.
• Detail monthly variances found in the operating statement, along with corresponding recommendations to the direct manager.
• Assist in the management of Funnel CRM queue management.
• Ensure the success of unguided prospect tours through signage, identified unguided tour apartment preparation, and greeting of prospects.
• Review maintenance make-ready/move-in/move-out schedules to efficiently handle move-outs and ensure timely preparation for upcoming move-ins.
• Manage the notice to vacate process overseeing the execution of all associated paperwork and system related action items.
• Partner with the Prior Resident Support team by providing necessary information to the Support Services team, overseeing the execution of the Move Out Inspection within the inspection software platform, and facilitating the promotion and administration of the TIDY program.
• Maintain close partnership with Service Manager to positively impact communication and processes around the Work Order and Make Ready Maintenance Program.

Benefits

• Comprehensive benefits package, including medical, dental, vision, 401k, and PTO.
• 1 hour of paid sick and safe time for every 30 hours worked, 10 days of paid vacation time accrued bi-weekly, 6 weeks of paid parental leave, 10 paid holidays annually, and up to 3 floating days.
• Opportunities for growth—we invest in our team's development.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees