Director of Resident Services

Onni Group; Phoenix, Northern (AZ, KY); Hybrid; USD 90,000 - 160,000; Full time

Job summary

Onni is seeking a Director of Resident Services to lead customer service across the residential community in Phoenix. You will shape strategies to boost resident satisfaction and retention, oversee leasing operations and renewals, and coach the team to deliver outstanding service.

This leadership role requires strong communication, problem-solving, and a passion for creating exceptional resident experiences. Collaborative work with marketing, maintenance, and vendors is essential.

Qualifications

• Proven experience in customer service management, preferably in residential or hospitality environments.
• Strong leadership and managerial skills with the ability to motivate a team.
• Excellent interpersonal and written/verbal communication skills.
• Proficiency with CRM systems and related software.

Responsibilities

• Develop and implement comprehensive customer service strategies to enhance resident satisfaction and retention.
• Oversee day-to-day leasing team operations and lease renewal lifecycle.
• Train, mentor, and motivate the resident services team to provide outstanding support.
• Handle escalated issues and drive prompt, effective resolutions.
• Collaborate with marketing to plan resident events and community engagement.
• Monitor feedback and drive initiatives for continuous improvement.
• Ensure upkeep of communal areas and amenity spaces to be inviting.
• Foster a positive, collaborative work environment and provide clear guidance to the team.

Skills

Customer service management

Leadership

Interpersonal communication

CRM proficiency

Tools

CRM systems

Job description

POSITION SUMMARY

As the Director of Resident Services, you will be responsible for overseeing and managing all aspects of customer service within our residential community. Your primary goal will be to ensure exceptional customer satisfaction by developing and implementing strategies that enhance the overall resident experience. This is a leadership role that requires strong interpersonal skills, excellent problem-solving abilities, and a passion for delivering exceptional customer service.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The essential functions of this position include, but are not limited to the following:

• Develop and implement comprehensive customer service strategies to enhance resident satisfaction and retention.
• Establish and enforce service standards to ensure consistent and exceptional customer experiences.
• Oversee day to day leasing team operations.
• Responsible for lease renewal lifecycle.
• Train, mentor, and motivate the resident services team to provide outstanding customer support.
• Handle escalated customer issues and complaints, ensuring prompt and effective resolution.
• Monitor customer feedback and implement initiatives to address areas of improvement.
• Plan, coordinate, and oversee a variety of resident events and activities to promote community engagement and foster a sense of belonging.
• Collaborate with the marketing team to develop creative event concepts and execute them flawlessly.
• Gather feedback from residents to continually enhance the event offerings and experiences.
• Conduct regular resident surveys and analyze data to identify areas for improvement.
• Collaborate with the maintenance and operations team to ensure the property is well-maintained, clean, and aesthetically appealing.
• Ensure communal areas and amenities are an engaging and inviting environment for residents.
• Provide clear direction, guidance, and feedback to the team, fostering a positive and collaborative work environment.
• Provide clear direction, guidance, and feedback to the team, fostering a positive and collaborative work environment.
• Implement strategies to monitor and manage the online reputation of the residential community.
• Respond to online reviews and ratings promptly and professionally, addressing any concerns or issues raised by residents.
• Identify, negotiate contracts with, and manage relationships with vendors and service providers to maintain a standard in customer service to residents.
• Oversee the provision of concierge services, ensuring residents receive personalized and attentive assistance with their needs.
• Develop and maintain a network of service providers to fulfill resident requests promptly and efficiently.

Minimum Qualifications (Knowledge, Skills, and Abilities)

• Proven experience in customer service management, preferably in a residential community or hospitality environment.
• Strong leadership and managerial skills, with the ability to motivate and inspire a team.
• Excellent interpersonal and communication skills, both verbal and written.
• Exceptional problem-solving abilities and a proactive approach to customer service.
• Proficiency in using customer relationship management (CRM) systems and other relevant software.
• Strong organizational and time management skills, with the ability to prioritize tasks effectively.
• Knowledge of fair housing regulations and compliance is highly desirable.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands & arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell. The employee must occasionally lift &/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, & the ability to adjust focus.

NOTE This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.

About The Company

Onni For over half a century, Onni has been building communities for people to live, work, and play. Our success reflects our commitment to our employees and partners, and our dedication to quality construction, innovation, sustainability, and customer satisfaction. Our expertise expands across North America, with offices in Vancouver, Toronto, Los Angeles, Seattle, Phoenix, and Chicago.

AI Use

This role may involve the use of artificial intelligence (AI) tools to support research, analysis, content development, design, reporting, or operational efficiency. Employees are expected to use AI responsibly and in compliance with company policies, data privacy requirements, confidentiality obligations, and applicable laws. All AI-generated or AI-assisted outputs must be reviewed for accuracy, quality, and appropriateness before use. Employees are also expected to disclose when AI tools have been used in the creation of work and must not present AI-generated content as solely their own original work.