Resident Relations Manager

smcexternalcareers; Annandale (VA); On-site; USD 55,000 - 75,000; Full time

Job summary

smcexternalcareers is seeking a results-driven Resident Relations Manager to strengthen resident satisfaction in our community. You will develop retention programs, oversee activities, build relationships with residents and team members, and foster a welcoming living environment.

The role requires strong communication, staff leadership, budget awareness, and the ability to manage schedules, coordinate service requests, and respond to emergencies while staying compliant with applicable laws.

Qualifications

• Excellent written and verbal communication skills.
• Outstanding interpersonal skills.
• Exceptional customer service skills.
• Ability to lead, coach, and motivate teams.
• High-level critical thinking and problem solving.
• Knowledge of current applicable laws.
• Strong organizational skills and attention to detail.
• Proficient with Microsoft Word and Excel.
• Experience with Yardi software products is a plus.

Responsibilities

• Deliver excellent customer service to residents and foster community engagement.
• Develop and oversee resident retention programs, processes, and activities.
• Build strong relationships between residents and team members to enhance the living experience.
• Achieve turnover goals through proactive retention strategies.
• Coordinate dissemination of general community information to residents.
• Oversee service request follow-up and reserve the community room to support revenue goals.
• Assist in hiring, training, coaching, and managing the team; support annual budgeting and community plans.
• Respond to emergencies when needed and stay updated on industry trends.
• Maintain accurate records and documentation; ensure compliance with applicable laws.

Skills

Communication

Interpersonal skills

Customer service

Leadership

Critical thinking

Legal knowledge

Organization

Adaptability

Record keeping

Word & Excel

Yardi

Education

High school diploma or GED

Tools

Yardi

Job description

The ideal candidate will possess strong written and verbal communication skills, excellent interpersonal and customer service abilities, and exceptional organizational and time management skills. They must be detail-oriented, deadline-driven, and able to adapt, prioritize, and multitask in a fast-paced environment. Responsibilities require maintaining accurate records and documentation, conducting property inspections, and effectively addressing resident concerns. Proficiency in Microsoft Word and Excel is required. Candidates must also be available to work a rotating weekend schedule.

WHAT WE ARE LOOKING FOR:

• Resident Relation Managers are tasked with delivering excellent customer service to our residents. This position will develop and oversee engaging resident retention programs, processes, and activities to ensure resident satisfaction. By developing strong relationships between residents and team members, you will enhance the apartment living experience and foster a sense of community.

WHAT WE EXPECT FROM YOU:

• Achieve established turnover goals by developing and implementing a proactive resident retention program
• Develop and maintain a positive and useful relationship with the local government and community organizations
• Coordinate dissemination of general community information to residents
• Establish and oversee service request follow-up schedule
• Effectively manage the community room reservation process to achieve revenue goals
• Assist in hiring, training, coaching, counseling, and managing the team
• Aid in preparation of annual budget and community plans
• Respond in emergency situations, as needed
• Stay abreast of industry trends
• Demonstrate behaviors that cultivate a positive work culture
• Contribute to community/company engagement efforts
• Perform other duties as assigned by manager and/or supervisor
• Encourage and build positive relationships with team members, customers, and vendors
• Provide high levels of service to all customers and team members

JOB KNOWLEDGE & SKILLS:

• Excellent written and verbal communication skills
• Outstanding interpersonal skills
• Exceptional customer service skills
• Ability to effectively lead, coach, and motivate
• High-level critical thinking skills
• Knowledge of current applicable laws
• Strong organizational skills
• Adaptability and flexibility in fast-paced environments
• Ability to keep neat and accurate records
• Aptitude with Microsoft Word and Excel
• Experience with Yardi software products a plus

• High school diploma or GED
• Three years of experience in a property management setting or equivalent combination of customer service and managerial experience