Resident Experience Manager

The Scion Group; Springfield (MO); On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

Discretionary annual bonus

Paid Time Off

Floating holidays

Health Insurance

Vision Insurance

401k Matching

Job summary

The Scion Group is seeking a Resident Services Manager for our Springfield, MO community to lead resident relations, oversee leasing and operations, and coordinate marketing efforts. This on-site role requires strong interpersonal and crisis-management skills, with familiarity in Entrata and property-management processes.

You will also support engagement events, ensure compliance with policies, and may oversee ETM staff in the absence of the General Manager.

Qualifications

• 2+ years of experience in property management, leasing, or resident services.
• Strong interpersonal, conflict resolution, and customer service skills.
• Ability to handle crisis situations and manage sensitive conversations.
• Familiarity with Entrata or similar property management software.
• Highly organized with the ability to manage multiple priorities.
• Proficiency in Microsoft Office and social media platforms.

Responsibilities

• Lead reputation management initiatives across review platforms and internal feedback channels.
• Mediate and resolve resident complaints with empathy and professionalism.
• Manage delinquency notices and financial backing follow-up support.
• Coordinate mutual terminations in accordance with company and legal standards.
• Lead crisis management efforts, collaborating with leadership and emergency services.
• Oversee resident insurance compliance and follow-up efforts.
• Organize and execute resident events to build community engagement and support retention.
• The RSM will assume responsibility for managing ETM staff only in the absence of a General Manager, such as during PTO or vacancies.
• Oversee leasing workflows and generate lease documents in Entrata.
• Provide backup support for lead follow-up, sales calls, and lease execution.
• Manage immediate move-ins, inspections, and unit transfers.
• Lead Entrata BUA management and maintain accurate dashboards for leasing and reviews.
• Review and countersign housing agreements under the approval and direction of the General Manager, ensuring compliance with company policies and contractual standards.
• Support the General Manager in managing Entrata dashboards and performance metrics.
• Partner with accounting and operations on delinquency, financial aid, and related processes.
• Ensure timely processing of lease paperwork, renewals, and notices to vacate.
• Collaborate on local marketing campaigns and leasing promotions.
• Lead or co-manage social media efforts to promote events, resident engagement, and leasing updates.
• Assist with seasonal or emergency-specific responsibilities, such as vacant position coverage, legal correspondence, Fair Housing matters, crisis management, and capital project planning or support.

Skills

Interpersonal skills

Conflict resolution

Customer service

Crisis management

Entrata

Microsoft Office

Social media platforms

Leadership

Tools

Entrata

Microsoft Office

Social media platforms

Job description

The Scion Group is seeking a Resident Services Manager for our Springfield, MO community to lead resident relations, oversee leasing and operations, and coordinate marketing efforts. This on-site role requires strong interpersonal and crisis-management skills, with familiarity in Entrata and property-management processes.

You will also support engagement events, ensure compliance with policies, and may oversee ETM staff in the absence of the General Manager.