Resident Services Manager

Mac Properties; Chicago (IL); On-site; USD 81,000 - 99,000; Full time

Benefits offered by this job

Medical, Vision & Dental Insurance

30% Rent Discount

Job summary

Mac Properties in Chicago, IL seeks a Resident Service Manager to lead the resident experience and supervise the Resident Service Associates, ensuring top-tier customer care. You will guide daily interactions, set service expectations, and uphold Mac's commitment to quality living.

This full-time role offers a competitive salary of $90,000 per year, plus benefits including a rent discount and professional development opportunities.

Qualifications

• 3+ years in property management or similar role.
• Experience supervising at least 2 staff.
• Flexible weekend/evening hours and on-call readiness.
• Tech-savvy with Microsoft Office; Salesforce experience preferred.

Responsibilities

• Supervise resident communications to ensure quality service and pre-leasing alignment.
• Oversee the move-in process including inspections, keys, appointments, and resident preparation.
• Oversee move-out processes and ensure accurate rent assessment and occupancy transitions.
• Schedule staff coverage from 8am to 8pm, 7 days a week.
• Coordinate with Contact Center, leasing, maintenance, and design teams.
• Review open work orders and communicate status with residents.
• Process roommate changes, sublet requests, and lease alterations.

Skills

Microsoft Office

Team leadership

Customer service

Communication

Tools

Salesforce

Job description

Mac Properties is dedicated to building vibrant, connected communities where residents feel truly at home. With a portfolio rooted in historic preservation, thoughtful design, and exceptional service, we take pride in creating spaces that enrich city living. Our teams are passionate about delivering a standout resident experience through innovation, hospitality, and a deep commitment to our neighborhoods. At Mac, we don’t just manage properties—we help shape the places people love to live.

The Resident Service Manager supervises Resident Service Associates to ensure customer service excellence by guiding day-to-day interactions, setting service expectations, and promoting consistent, proactive support for residents. This role acts as the heartbeat of the resident experience, ensuring the team is equipped to resolve issues, communicate effectively, and uphold Mac's commitment to quality living.

Essential Responsibilities

• Supervises resident communications, including calls and emails, to ensure customer service and pre-leasing activities are consistent with the Mac brand.
• Oversee the move-in process: inspecting apartments, testing keys, scheduling move-in appointments, contacting new resident prior to move-in to prepare them, scheduling freight elevators, reviewing utility, lease and insurance policies, meeting residents in person on move-in day and following-up with residents after the move-in to ensure satisfaction.
• Oversee all move-out processes including communicating with maintenance regarding pre move out inspections, collecting keys, moving occupants out in our computer system, paying particular attention to residents who have not moved-out on a timely basis to ensure rent is assessed and that there is no disruption to any new resident move-in.
• Schedule staff so there is office coverage from 8am to 8pm seven days a week.
• Ensure seamless, consistent communication, collaboration and follow-up efforts with Contact Center, leasing, construction, maintenance and design departments.
• Complete monthly scorecards.
• Coordinating, and enforcing system policies, procedures, and productivity standards with resident service team.
• Continually assess training needs through auditing and monitoring of scorecards.
• Reviews open work orders and communicate with residents regarding status.
• Process roommate changes, sublet requests, storage and pet leases, and early lease terminations.
• Work with unsatisfied customers and respond to internal surveys and public reviews.
• Investigate resident disturbances, violations and complaints and work with legal department to remedy in accordance with the RLTO.
• Perform lease updates (parking, storage, pet, sublets, tenant changes) and early lease terminations.
• Perform other related duties and assignments as required.

Qualifications

• Three (3) years plus years of prior property management experience.
• Prior management experience supervising more than 2 people.
• Typical schedule includes weekend and evening office hours. Ability to work flexible hours are required in the case of emergency or team schedule changes. Accessibility outside of office hours via cell phone and email.
• Tech savvy, including proficiency in Microsoft Office and call center technology. Previous Salesforce experience preferred.
• Ability to interact effectively with residents, vendors and employees at all levels of the Organization.

BENEFITS AND PERKS

• Robust Benefits package including Medical, Vision & Dental Insurance, 401(K) with Company Match.
• Educational Reimbursement.
• Opportunities for professional development and career growth.

This full-time position offers a competitive salary of $90,000 per year, plus fantastic benefits, career growth opportunities, and even a 30% rent discount.

Please be advised that ALL new hires will be required to successfully complete a criminal background investigation prior to employment. The receipt of satisfactory responses to reference requests, and the provision of satisfactory proof of an applicant's identity and legal authority to work in the United States are also required.