Resident Experience Manager — Lead Service Team

Macapartments; Chicago (IL); On-site; USD 81,000 - 99,000; Full time

Benefits offered by this job

Medical, Vision & Dental Insurance

401(K) with Company Match

Educational Reimbursement

Rent discount (30%)

Job summary

Mac Properties is seeking a Resident Service Manager in Chicago to lead a dynamic Resident Service team and oversee day-to-day interactions with residents. The role emphasizes exceptional customer service, proactive support, and collaboration with leasing, maintenance, and design teams.

With a view toward quality living, you will manage move-in/move-out processes, inspections, and policies, while maintaining strong communication and staff scheduling across a seven-day operation.

Qualifications

• 3+ years of property management experience
• Experience supervising 2+ people
• Ability to work weekends/evenings and emergency cover
• Proficiency in Microsoft Office and call center technology, Salesforce preferred

Responsibilities

• Supervise resident communications (calls and emails) to ensure service consistency
• Oversee move-in process, inspections, scheduling, and handoffs
• Oversee move-out processes and rent administration
• Schedule staff to cover 8am–8pm, 7 days a week
• Coordinate with other departments and complete monthly scorecards
• Manage policy enforcement and training needs through scorecards
• Process roommate changes, sublet requests, leases, and terminations
• Address resident disturbances and respond to surveys and reviews

Skills

Tech savviness

Microsoft Office

Call center tech

Salesforce

Tools

Salesforce

Call center software

Job description

Mac Properties is seeking a Resident Service Manager in Chicago to lead a dynamic Resident Service team and oversee day-to-day interactions with residents. The role emphasizes exceptional customer service, proactive support, and collaboration with leasing, maintenance, and design teams.

With a view toward quality living, you will manage move-in/move-out processes, inspections, and policies, while maintaining strong communication and staff scheduling across a seven-day operation.