Resident Services Manager

Ultipro; Charlotte (NC); On-site; USD 48,000 - 72,000; Full time

Job summary

Ultipro seeks a Resident Services Manager in Charlotte, NC to deliver excellent customer service and foster tenant satisfaction and retention. The role focuses on creating a positive resident experience and coordinating community activities.

Responsibilities include handling inquiries, liaising with residents and vendors, and ensuring a well-maintained living environment while supporting leasing and renewal efforts.

Qualifications

• 1-2 years of customer service or related experience in a resident/community setting preferred.
• Ability to thrive in fast-paced environment and manage multiple projects.

Responsibilities

• Provide excellent customer service focused on satisfaction, retention, and a positive experience for residents.
• Answer incoming calls professionally and handle inquiries from prospective clients, residents, vendors, and team members.
• Serve as liaison between Community Manager and residents, guarantors, and property vendors.
• Maintain a clean, safe, and well-maintained community for tenants.
• Coordinate leasing interactions, greet prospects, present property features, and assist in closing sales.
• Complete lease applications and participate in verification; communicate results to clients.
• Oversee renewal campaigns and maintain renewal progress reports and related data.
• Assist Leasing/Marketing Team Lead with planning and executing resident events.
• Maintain accurate client records and daily/weekly/monthly activity reports.

Skills

Customer service

Communication skills

Multitasking

Team-oriented

Evenings/weekends availability

Education

High School Diploma or equivalent

Job description

Community l Charlotte, NC
Charlotte, NC, USA

Description

DIRECT REPORT: Community Manager

SUMMARY

As a Resident Services Manager, you are primarily responsible for providing excellent customer service, with a focus on customer satisfaction, retention, and an overall positive experience.

RESPONSIBILITIES (Including but not limited to)

• Demonstrate a positive, professional, and client-oriented attitude with team members, residents, clients and the public.
• Answer incoming phone calls professionally and handle accordingly, whether the caller is a prospective client, a client, an internal Company team member or a vendor.
• Serve as liaison for Community Manager with residents, guarantors, and property vendors.
• Ensure tenants are provided a clean, safe, and well-maintained community.
• Work with residents to ensure positive tenant and community relations.
• Utilize Cardinal leasing expectations and procedures to warmly greet prospective clients, qualify, determine needs and preferences, professionally present the property and apartment homes, utilize feature/benefit selling, close the sale and follow-up.
• Complete all lease applications and participate in the verification of applications. Notify prospective clients of results.
• Oversee the execution of all renewal campaigns as well as ensure that all renewal contacts are being completed and all renewal progress reports are being updated accurately and on time.
• Assist the Leasing and Marketing Team Lead in planning and executing all resident events.
• Maintain accurate client records in accordance with Company policy. Update daily reports concerning notice to vacate, vacancy reports, activity reports, etc. on a daily, weekly, monthly, and annual basis.
• Maintain and perform upkeep of the tour route to ensure curb side appeal.
• Assist residents with day-to-day tasks, as a part of the community's concierge program, while developing and creating a community.
• Participate in Cardinal U training as required.

QUALIFICATIONS

• 1-2 years of customer service or related experience in an environment involving extensive resident and community relations preferred
• Ability to thrive in a fast-paced environment and manage multiple projects simultaneously
• Enjoy and take pride in providing excellent service
• High-energy and great with people in person and on the phone
• Excellent verbal, written and computer skills
• High School Diploma or equivalent
• Available to work evenings and weekends
• Ability to embody the Cardinal Culture and Cardinal Core Values every day

CANDIDATES WITH THE FOLLOWING CAREER EXPERIENCE PREFERRED:

• Resident Manager
• Property Management
• Residence Manager
• Resident Director
• Resident Hall Director

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Incumbents work both inside and outside of apartment buildings and in all areas of the property including amenities and have frequent exposure to outside elements where temperature, weather, odors, and/or landscape may be unpleasant and/or hazardous.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to finger, type, handle, or feel and talk or hear. The employee regularly required to stand; walk; reach with hands and arms, and climb, stoop, or squat. Incumbents must be able to physically access all exterior and interior parts of the property and amenities and must be able to work inside and outside in all weather conditions including, but not limited to rain, snow, heat, hail, wind and sleet.

The employee must be able to push, pull, lift, carry, or maneuver weights of up to twenty (20) pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.