The Resident Relations Manager is oftentimes the first person our residents and customers come into contact with and as such is required to provide excellent customer services to all future and current residents. The Resident Relations Manager primary responsibility is to oversee the Resident Relations Specialists, and for the overall retention of our residents. Focus on proactively and diligently working renewals. Implement fun, affordable and creative monthly resident events.

At times, it may be necessary for the Resident Relations Manager to be cross‐trained to work in other areas of operations, such as leasing, maintenance, and be willing and able to take on those additional responsibilities.

Duties and Responsibilities:

Financial:

• Support the Community Manager by achieving the occupancy and rental goals of the property.
• Promptly collect and post any revenue received.
• Assist in following up with any delinquent accounts, including preparing and delivering necessary notices.
• Assist in preparing and monitoring budget and managing expenses within budget through inventory control and purchasing procedures.
• Report payroll, bonuses, and commissions accurately and timely, including proactively monitoring and managing overtime.

General Administrative / Office:

• Serve as a positive representative of the property, GoldOller Real Estate Investments, and clients at all times.
• Communicate frequently with Community Manager on vital needs of the community.
• Enforce lease and other government rules and regulations, including Fair Housing laws, building safety, health codes and local ordinances.
• Maintain a professional image, cheerful outlook and adhere to dress code and uniform requirements.
• Ensure all reports are completed on time and accurately.
• Confirm that all work is inputted into the software system in a timely manner.
• Maintain the property’ s business/ leasing office in a neat, orderly, and businesslike manner at all times with regularly scheduled office hours per established procedures.
• Use all company equipment in a responsible manner and in accordance with its operational guidelines.
• Attend scheduled management meetings and complete all required training.
• Complete any pertinent safety checklists and/or inspections.

• Interview and screen potential on‐site employees and make hiring recommendations as needed. When vacant employment positions exist, it’s of upmost importance for this process to happen quickly so as not to affect operations.
• Interpret and apply personnel policies, departmental policies, and other relevant policies and procedures.
• Review time and attendance reports of assigned employees.
• With direction from the Community Manager, evaluate employee performance, assist in preparing performance appraisals and discussing with employees as appropriate, including terminations, when necessary.
• Train and motivate employees by communicating company philosophy, policies, and procedures.
• Conduct orientation for employees, encourage continued education and ensure training requirements are met.
• Achieve an elevated level of employee retention by motivating employees, promoting teamwork, and empowering team members to achieve a common goal.

Customer Service, Leasing and Marketing:

• Maintain an average closing ratio of 25% or greater.
• Maintain no less than an average of 80% on employee shopping reports.
• Complete Lease and Renewal Agreements and all other required lease packet addendums.
• When necessary, show vacant apartments utilizing professional leasing procedures and maintain an elevated level of continued occupancy by leasing apartments in a timely manner and in accordance with YieldStar rates.
• Assist in monitoring any social media and responding to all reviews according to company policy.
• Address resident concerns in a professional and timely manner.
• Communicate to residents verbally and in writing any notices regarding compliance with rules and regulations when a violation occurs.
• Ensure all postings within the community are branded and professionally displayed (no taped-up signs).

General Repair and Maintenance Including Grounds Maintenance:

• Help to ensure service requests are responded to within 24 hours and communicate with the resident when the issue cannot be resolved in a timely manner.
• Follow up on all service requests.
• When visiting a community, assist in overseeing the maintenance of the grounds, trash container areas, and communal areas. Do not allow any trash or debris to accumulate.
• Log all resident service requests, work with on-site teams to dispatch maintenance personnel promptly and ensure service requests are closed immediately upon completion.
• Facilitate vendor repairs and subsequent follow-up by walking the units and communicating with the residents.

Resident Relations:

• Diligently and proactively contact residents who have expiring leases, encouraging them to renew. Maintain a resident retention ratio of 40% or greater.
• Renew residents according to the YieldStar renewal rate.
• Enter resident Notice to Vacate forms in OneSite upon receipt and immediately take steps to try and retain the resident.
• At all times, know the status of all upcoming and pending lease expirations and report that status to the Community Manager on a weekly basis or upon request.
• Develop monthly resident retention programs, produce, and maintain a monthly calendar of resident activities, being mindful, too, of the established budget for such events.
• Properly and proactively promote resident activities, assist in preparing for the events, and attend the events.
• Address resident concerns, such as service requests, noise complaints, etc., promptly, and independently, communicating those when necessary to your direct supervisor.
• Recommend eviction if resident behavior warrants and prepare related documentation to support recommendation.
• Communicate information to residents with well‐written and professional notices.
• Counsel residents who are not complying with the terms of the lease, including those concerning delinquent payments.
• Refer residents with special problems, such as economic, social, legal, health, etc., to groups or agencies that aid.
• Participate in any court hearings and/or appeals as needed.

Skill Requirements:

• Have a “people person,” outgoing and compassionate personality with the ability to relate to people from all social classes.
• Possess strong sales skills.
• Have knowledge of property management policies and procedures.
• Proficient in computer skills, including Microsoft Office products.
• Knowledge of RealPage products preferred, including OneSite, YieldStar, Lead2Lease and Ops Technology.
• Possess strong multi‐tasking and organizational skills.
• Should have general knowledge of Fair Housing.
• Communicate effectively, both verbally and in writing.
• Ability to perform at elevated levels in a fast‐paced work environment and successfully adapt to changing priorities and work demands.
• Possess excellent conflict resolution skills, with the ability to address difficult or sensitive issues in a compassionate yet straightforward manner.
• Able to establish and maintain effective working relationships with peers, superiors, residents, community service agencies and the public.
• Skilled in communicating with all types of people in a wide variety of situations.

Position Requirements:

• Education: High school diploma or GED required.
• Experience: Minimum of one year of residential property management or related experience or combination of education and experience.
• Physical: Ability to lift, push and pull up to forty pounds.
• Experience in general repair and maintenance.
• Knowledge of social media platforms.
• Valid driver's license and reliable, personal automobile for local job-related travel.
• Willingness to help and work in areas other than resident retention, such as leasing.
• National Apartment Leasing Professional (NALP) a plus!
• Bilingual (fluent in Spanish) - preferred.

Location: The Avenues

visit www.goldoller.com to learn more!