Resident Services Lead — Renewals & Escalations

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

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.