Resident Relations Manager- Germantown, TN & Memphis, TN
Memphis, TN, United States
The Resident Relations Manager is responsible for building and maintaining strong relationships with the residents of multiple apartment communities in their assigned portfolio. The Resident Relations Manager will handle customer issues and escalations, work with the General Manager and other departments to ensure the best customer experiences possible, and coordinate and participate in resident events and activities. The goal of this role is to achieve high satisfaction scores, high lease renewal rates, robust resident events, activities, a positive social media presence, and word of mouth advertising.
Duties include but are not limited to:
• Serve as the primary point of contact for the residents of multiple apartment communities and provide them with exceptional customer service.
• Resolve resident issues and complaints in a timely and professional manner and escalate them to the General Manager or other departments as needed.
• Work with the General Manager and other departments to ensure that the communities are well-maintained, safe, and attractive and that the residents’ needs and expectations are met.
• Oversee resident retention and renewal process.
• Coordinate and participate in resident events and activities to enhance resident retention and satisfaction.
• Maintain social media presence for each community and respond to online reviews and comments.
• Solicit feedback from residents and monitor satisfaction scores and trends.
• Promote lease renewals and referrals among residents and prospects.
• Ability to approve or reject all lease related paperwork.
• Assist in the preparation a comprehensive budget and administer same.
• Perform daily inspection of community to ensure community upkeep and curb appeal.
• Perform regular inspections of vacant and market ready apartments to ensure quality.
• Maintain courteous, helpful demeanor with owners, residents, prospective residents, co-workers, vendors, etc.
• Perform all other duties assigned by the General Manager and Regional Manager.
Requirements:
• Bachelor’s degree or equivalent experience in customer service, hospitality, or related field.
• A minimum of 3 years of experience as a relations manager, customer service manager, or similar role in apartment communities or other service-oriented industries.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to work independently and as part of a team.
• Ability to multi-task, prioritize, and manage multiple projects and deadlines.
• Proficiency in Microsoft Office and property management software.
• Knowledge of local market conditions and trends.
• Passion for creating positive customer experiences and building lasting relationships.
• Focused and detail oriented, an independent thinker able to prioritize and shift focus as necessary.
• Ability to maintain a courteous, helpful demeanor with owners, residents, prospective residents, co-workers, vendors, etc.
• Understanding basic use of Social Media (Facebook etc.) for its utilization in resident retention.
• Understanding of reputation management and familiarity with responding to online reviews.
• Maintain working knowledge of Fair Housing laws, rules and regulations concerning apartment leasing and management.
• When required by state, the consultant must be licensed and maintain license in good standing.
• Complete on-going company education requirements as requested.
• Must have a valid Driver’s License and dependable transportation.
• Ability to travel, day travel and overnight, up to 15%.
We are an Equal Opportunity Employer and committed to building a diverse and inclusive culture. We consider applicants for all positions without regard to race, color, religion, sex, national origin, age, sexual orientation, familial, marital or veteran status, disability, or any other legally protected classes.