Resident Relations Manager

BNE Real Estate; Jersey City (NJ); On-site; USD 65,000 - 90,000; Full time

Job summary

BNE Real Estate in Jersey City is seeking a Resident Relations Manager to create a welcoming, connected living experience and drive resident satisfaction. You will serve as the liaison between residents and the property team, manage communications, and lead community events.

The role requires strong communication, conflict-resolution skills, and the ability to thrive in a fast-paced environment. Schedule is Tue-Sat, 10am-6pm, with potential variations.

Qualifications

• High School Diploma or equivalent; college degree preferred.
• Minimum 3 years in the property management industry, hospitality, resident services, customer service, or a related field preferred.
• Previous supervisory or team leadership experience is strongly preferred.
• Strong background in customer service, conflict resolution, and community relations.
• Proficient with Microsoft Office and Yardi or Property Management software experience is a must.
• Excellent organizational and communication skills with the ability to manage multiple tasks and deadlines in a fast-paced environment.
• Demonstrate a professional image, strong interpersonal skills, display a positive attitude while working both independently and on a team.
• Flexibility to work weekends and over-time hours as required to complete assignments/projects, if required by the property.
• Working knowledge of Fair Housing requirements.
• Valid driver's license required

Responsibilities

• Serve as the primary point of contact for resident concerns and elevate complex issues as needed; respond to and resolve resident complaints in a timely, courteous, and effective manner.
• Monitor and follow up on service requests and move-in satisfaction; conduct 24-72 hour call-backs to ensure resolution and resident satisfaction.
• Collaborate with the leasing and management teams to support resident renewal efforts, identify retention opportunities, and deliver exceptional resident support throughout the lease lifecycle.
• Advise the Property Manager and Maintenance Manager on emergency issues, critical feedback, or trends that could impact resident relationships or property performance.
• Assist and participate in resident events, programs, and community-building initiatives that foster engagement and satisfaction.
• Coordinate and produce resident communications, including newsletters, surveys, welcome materials, lease violation notices.
• Promote rentable amenities and services within the community to increase usage and generate additional revenue.
• Maintain and distribute resident welcome gifts, birthday acknowledgments, and move-in resources such as keys/fobs/access credentials.
• Conduct regular property walks to inspect overall curb appeal, cleanliness, and readiness of amenities, model units, tour paths, and the leasing office.
• Support coordination of resident communications during maintenance events or emergency repairs.
• Monitor and respond to messages from the desk phone, email, and answering service throughout the day.
• Review nightly reports from Concierge services and follow up on incident reports or lease violations as needed.
• Assist in service quality improvement by using feedback systems such as Yardi CRM, Reputation.com, COBU, Community Rewards, Satisfacts, or similar platforms to track resident sentiment and identify areas for enhancement.
• Mentor front desk, concierge, or resident services team members where applicable.
• Participate in team meetings and cross-functional collaboration to support community performance metrics.
• Contribute to marketing and branding efforts by enhancing the community's public image through social events and resident satisfaction.
• Assist with touring prospective residents when necessary.
• Performs other administrative, clerical, or operational duties as assigned.

Skills

Customer service

Conflict resolution

Team leadership

Microsoft Office

Yardi software

Strong communication

Driver's license

Education

High School Diploma or equivalent

College degree preferred

Tools

Yardi

Job description

As the Resident Relations Manager in Jersey City, you'll play a key role in creating a welcoming, connected, and exceptional living experience for our residents. You'll build strong resident relationships, drive satisfaction and retention, resolve concerns, and lead engaging communications and community events.

Serving as a trusted liaison between residents and the property team, you'll help foster a strong sense of community while supporting operational excellence and delivering a high standard of service. This highly visible role is ideal for a personable, proactive professional with excellent communication and conflict-resolution skills, strong attention to detail, and the ability to thrive in a fast-paced, dynamic environment.

Schedule: Tuesday-Saturday 10am-6pm; subject to change upon business needs

Minimum Required Qualifications

• High School Diploma or equivalent, College degree preferred
• Minimum of 3 years of experience in the property management industry, hospitality, resident services, customer service, or a related field preferred.
• Previous supervisory or team leadership experience is strongly preferred.
• Strong background in customer service, conflict resolution, and community relations.
• Proficient with Microsoft Office and Yardi or Property Management software experience is a must.
• Excellent organizational and communication skills with the ability to manage multiple tasks and deadlines in a fast-paced environment.
• Demonstrate a professional image, strong interpersonal skills, display a positive attitude while working both independently and on a team.
• Flexibility to work weekends and over-time hours as required to complete assignments/projects, if required by the property.
• Working knowledge of Fair Housing requirements.
• Valid driver's license required

Essential Job Functions

• Serve as the primary point of contact for resident concerns and elevate complex issues as needed; respond to and resolve resident complaints in a timely, courteous, and effective manner.
• Monitor and follow up on service requests and move-in satisfaction; conduct 24-72 hour call-backs to ensure resolution and resident satisfaction.
• Collaborate with the leasing and management teams to support resident renewal efforts, identify retention opportunities, and deliver exceptional resident support throughout the lease lifecycle.
• Advise the Property Manager and Maintenance Manager on emergency issues, critical feedback, or trends that could impact resident relationships or property performance.
• Assist and participate in resident events, programs, and community-building initiatives that foster engagement and satisfaction.
• Coordinate and produce resident communications, including newsletters, surveys, welcome materials, lease violation notices.
• Promote rentable amenities and services within the community to increase usage and generate additional revenue.
• Maintain and distribute resident welcome gifts, birthday acknowledgments, and move-in resources such as keys/fobs/access credentials.
• Conduct regular property walks to inspect overall curb appeal, cleanliness, and readiness of amenities, model units, tour paths, and the leasing office.
• Support coordination of resident communications during maintenance events or emergency repairs.
• Monitor and respond to messages from the desk phone, email, and answering service throughout the day.
• Review nightly reports from Concierge services and follow up on incident reports or lease violations as needed.
• Assist in service quality improvement by using feedback systems such as Yardi CRM, Reputation.com, COBU, Community Rewards, Satisfacts, or similar platforms to track resident sentiment and identify areas for enhancement.
• Mentor front desk, concierge, or resident services team members where applicable.
• Participate in team meetings and cross-functional collaboration to support community performance metrics.
• Contribute to marketing and branding efforts by enhancing the community's public image through social events and resident satisfaction.
• Assist with touring prospective residents when necessary.
• Performs other administrative, clerical, or operational duties as assigned.

Performance Expectations

• Provide consistently professional, courteous, and responsive service to residents.
• Demonstrate ownership and follow-through when addressing resident concerns.
• Maintain accurate and timely documentation of resident interactions and follow-up.
• Communicate effectively with residents, vendors, and members of the property team.
• Maintain a professional appearance and positive presence within the community.
• Protect resident privacy and confidential company information.
• Follow all company policies, procedures, Fair Housing requirements, and applicable laws.
• Demonstrate sound judgment regarding matters requiring escalation to management.
• Work cooperatively with all departments to support the property's operational and resident-service objectives.

Safety

• Learn, understand, and comply with all company, local, state, and federal safety rules and requirements.
• Promptly report unsafe conditions and assist in ensuring that identified hazards are addressed in a timely manner.
• Promote a "Safety First" approach and encourage employees and vendors to follow established safety procedures.
• Immediately communicate emergency or potentially hazardous conditions to the appropriate member of management.

Disclaimer

This job description is not an exhaustive list of all functions that the employee may be required to perform, and the employee may be required to perform additional functions. Additionally, management reserves the right to review and revise the job description at any time. Employment with the company is at-will. Employees must be able to satisfactorily perform all the essential functions of the position. Persons with mental or physical disabilities are eligible if they can perform the essential functions of the job with or without a reasonable accommodation. If an accommodation would cause an undue hardship, such persons may not be eligible for the position.