Resident Service Manager- Central Office

Twin Pines; New York (NY); On-site; USD 75,000 - 95,000; Full time

Job summary

Twin Pines is seeking a Resident Service Manager to lead the customer service vertical of Resident Services in New York. The role focuses on lease renewals, resident communications, and coordinating move-ins and amenity events across properties in the tri-state area.

Responsibilities include overseeing renewal processes, drafting appropriate leases, tracking renewals, and escalating negotiations to Regional Managers. Strong communication and data-accuracy skills are essential.

Qualifications

• Strong customer service and written/verbal communication skills.
• Experience managing lease renewals and resident communications at scale.
• High attention to detail with trackers and data accuracy.
• Ability to manage escalations calmly and professionally.
• Knowledge of rent-stabilized lease renewals and Good Cause Eviction requirements.
• Daily use of Onsite, Yardi and Excel to manage renewals and reporting.

Responsibilities

• Oversee renewal process for the customer service team and ensure timely renewals.
• Send renewal offers via Onsite in alignment with renewal timelines.
• Draft and generate lease; rent-stabilized or market-rate as applicable.
• Follow up with residents to secure signatures on time.
• Update renewal tracker across all properties; escalate rate/term negotiations.
• Maintain waitlists for garage spaces, upgrades and other requests.
• Coordinate move-in and property events; support renewal execution.
• Oversee phone and email coverage, routing inquiries to the right team.

Skills

Customer service

Communication skills

Attention to detail

Multitasking

Calm escalation handling

Tools

Onsite

Yardi

Excel

Job description

Resident Service Manager- Central Office

New York, New York

Level (internal): L2 — Functional Manager

Role and Responsibilities Overview

The Resident Services Manager — Customer Service owns the customer service vertical of Resident Services, ensuring lease renewals and resident communications run consistently and on cadence across all properties. The portfolio includes a mix of affordable (rent-stabilized) and market-rate units, so this role requires strong working knowledge of rent-stabilized lease renewals as well as Good Cause Eviction requirements for market-rate units.

This role is the escalation contact for Regional and Community Managers on resident issues and guides the Customer Service Coordinator.

Success in this role means renewals go out on time and convert, the renewal tracker is accurate across properties, and escalated resident issues are resolved promptly.

• Oversee the renewal process for the customer service team.
• Send renewal offers to residents via Onsite in accordance with renewal timelines.
• Ensure the appropriate lease is drafted and generated for each renewal — a rent-stabilized renewal lease or a market-rate (Good Cause) lease, depending on the unit type.
• Follow up with residents on a regular cadence to secure timely signatures.
• Update the renewal tracker for all pending renewals across all properties.
• Escalate rate and term negotiations to the Regional Managers
• Maintain waitlists for garage spaces, unit upgrades, and other resident requests.
• Contact residents as availability becomes available.
• Keep waitlist trackers current and accurate.

Amenity rentals

• Manage resident amenity reservations and rentals.
• Communicate rental fees, rules, and requirements to residents.
• Coordinate with building staff on scheduled amenity use.

Lease compliance

• Communicate, issue and track resident lease violations. Follow up on resolution
• Escalate repeat or serious violations for a potential Legal referral as needed.

Resident Escalations

• Serve as a point of contact for Regional Managers and Community Managers on escalated resident issues and concession requests.

Move-In Coordination

• Oversee the move-in process, ensuring welcome emails, payment confirmation, renters insurance/COI collection, and key hand-off coordination are completed on time.

Property Events

• Coordinate property level events (Movie nights, Yoga, resident appreciation events)
• Guide the Resident Services Coordinator (Customer Service) on renewal execution and resident support (level-appropriate responsibility).
• Collaborate with leasing and the broader Resident Services team as needed.

Phone & Email Coverage

• Oversee phone coverage for the team, ensuring calls are handled promptly or transferred to the appropriate team member.
• Oversee the main email inbox for all properties, ensuring timely responses and proper routing.
• Manage competing priorities across numerous properties in the tri-state area

Qualifications

• Strong customer service and written/verbal communication skills
• Experience managing lease renewals and resident communications at scale
• High attention to detail and comfort maintaining trackers and data accuracy
• Ability to manage escalations calmly and professionally
• Professional judgment and discretion handling resident information
• Working knowledge of rent-stabilized lease renewals and Good Cause Eviction requirements for market-rate units, across a portfolio that includes both affordable and market-rate housing
• Daily use of Onsite, Yardi, and Excel spreadsheets to manage renewals, trackers, and reporting
• Ability to multitask and manage competing priorities across numerous properties in the tri-state area

For individuals hired to work in New York, Asset Living is required by law to include a reasonable estimate of the compensation range for this role. This compensation range is specific to the State of New York and includes the range of factors considered in making compensation decisions including but not limited to skill sets; experience and training; certifications; etc. We would not anticipate that the individual hired into this role would be near the top end of the compensation range, but that decision will be dependent on the facts associated with each specific individual’s relevant experience for the role. A reasonable estimate of the range is below.

New York Pay Range

$75,000 - $95,000 USD

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