Resident Services Manager

thesciongroupllc; Maine; On-site; USD 41,000 - 50,000; Full time

Benefits offered by this job

FLSA Status: Exempt

Discretionary annual bonus

Paid Time Off

Floating holidays

Health Insurance

Dental Insurance

Vision Insurance

401k Matching

Paid Parental Leave

Learning reimbursement opportunities

Job summary

The Scion Group is seeking a Resident Services Manager to lead resident relations, leasing operations, and community engagement at a designated property. The role focuses on proactive service, crisis management, and coordination with marketing, operations, and finance teams.

Responsibilities include reputation management, event planning, delinquency support, and ensuring compliance with Entrata systems. Evening/weekend availability may be required to support move-ins and peak leasing periods.

Qualifications

• 2+ years of experience in property management, leasing, or resident services.
• Strong interpersonal, conflict resolution, and customer service skills.
• Ability to handle crisis situations and manage sensitive conversations.
• Familiarity with Entrata or similar property management software.
• Highly organized with the ability to manage multiple priorities.
• Proficiency in Microsoft Office and social media platforms.

Responsibilities

• Lead reputation management initiatives across review platforms and internal feedback channels.
• Mediate and resolve resident complaints with empathy and professionalism.
• Manage delinquency notices and financial backing follow-up support.
• Coordinate mutual terminations in accordance with company and legal standards.
• Lead crisis management efforts, collaborating with leadership and emergency services.
• Oversee resident insurance compliance and follow-up efforts.
• Organize and execute resident events to build community engagement and support retention.
• The RSM will assume responsibility for managing ETM staff only in the absence of a General Manager, such as during PTO or vacancies.
• Oversee leasing workflows and generate lease documents in Entrata.
• Provide backup support for lead follow-up, sales calls, and lease execution.
• Manage immediate move-ins, inspections, and unit transfers.
• Lead Entrata BUA management and maintain accurate dashboards for leasing and reviews.
• Support the General Manager in managing Entrata dashboards and performance metrics.
• Partner with accounting and operations on delinquency, financial aid, and related processes.
• Ensure timely processing of lease paperwork, renewals, and notices to vacate.
• Collaborate on local marketing campaigns and leasing promotions.
• Lead or co-manage social media efforts to promote events, resident engagement, and leasing updates.
• Assist with seasonal or emergency-specific responsibilities, such as vacant position coverage, legal correspondence, Fair Housing matters, crisis management, and capital project planning or support.
• Display flexibility, sound judgment, and cross-department collaboration in evolving situations.

Skills

Property management

Leasing

Resident services

Interpersonal skills

Crisis management

Entrata

Microsoft Office

Social media

Organization

Communication

Tools

Entrata

Microsoft Office

Social media platforms

Job description

The Opportunity

The Resident Services Manager plays a key leadership role in fostering a high-quality living experience for residents through proactive service, relationship management, and efficient operations. This individual is responsible for overseeing all aspects of resident satisfaction, communication, and engagement while supporting leasing, marketing, and compliance initiatives. The role requires strong interpersonal skills, a detail-oriented mindset, and the ability to manage sensitive situations with professionalism.

Your Benefits

• FLSA Status: Exempt


• Discretionary annual bonus


• Paid Time Off


• Floating holidays


• Health Insurance


• Dental Insurance


• Vision Insurance


• 401k Matching


• Paid Parental Leave


• Learning reimbursement opportunities

The Responsibilities

Resident Relations & Community Experience

• Lead reputation management initiatives across review platforms and internal feedback channels.


• Mediate and resolve resident complaints with empathy and professionalism.


• Manage delinquency notices and financial backing follow-up support.


• Coordinate mutual terminations in accordance with company and legal standards.


• Lead crisis management efforts, collaborating with leadership and emergency services.


• Oversee resident insurance compliance and follow-up efforts.


• Organize and execute resident events to build community engagement and support retention.


• The RSM will assume responsibility for managing ETM staff only in the absence of a General Manager, such as during PTO or vacancies.

Leasing & Occupancy

• Oversee leasing workflows and generate lease documents in Entrata.


• Provide backup support for lead follow-up, sales calls, and lease execution.


• Manage immediate move-ins, inspections, and unit transfers.


• Lead Entrata BUA management and maintain accurate dashboards for leasing and reviews.

Operational Support

• Support the General Manager in managing Entrata dashboards and performance metrics.


• Partner with accounting and operations on delinquency, financial aid, and related processes.


• Ensure timely processing of lease paperwork, renewals, and notices to vacate.

Marketing & Social Media

• Collaborate on local marketing campaigns and leasing promotions.


• Lead or co-manage social media efforts to promote events, resident engagement, and leasing updates.

Season or Situation-Specific Focus Areas

• Assist with seasonal or emergency-specific responsibilities, such as vacant position coverage, legal correspondence, Fair Housing matters, crisis management, and capital project planning or support.


• Display flexibility, sound judgment, and cross-department collaboration in evolving situations.

What We Require

• 2+ years of experience in property management, leasing, or resident services


• Strong interpersonal, conflict resolution, and customer service skills


• Ability to handle crisis situations and manage sensitive conversations


• Familiarity with Entrata or similar property management software


• Highly organized with the ability to manage multiple priorities


• Proficiency in Microsoft Office and social media platforms

Relevant Systems and Platforms

• Entrata (Property Management System)


• Microsoft Office


• Social Media Platforms

Operational Details

• Job location is at the assigned community.


• Full-time, on-site position.


• Will be called upon to provide additional support to other communities within the portfolio beyond your home property, based on operational needs.


• Evening or weekend availability may be required, especially during move-in/moveout periods, peak leasing seasons, emergencies, and inclement weather needs.

Who is Scion?

At The Scion Group, we're changing what student housing means. It's bigger than beds and buildings. It's about providing unique experiences and creating communities - both on and off campus - that feel less like a place and more like a home. As one of North America's leading owners, operators and advisors of student housing, we are defining the future of student living.

Taking the student housing industry by storm starts by surrounding yourself with the right people. We want trail blazers and risk takers. Go-getters and game changers. We want dreamers and doers. From operations to accounting, advisory to finance, we're building a team to help us take student living to the next level.

At Scion, we don't just lead the way, we Make Way. How do we do it? We know we're far from perfect and we're relentless in finding ways to better ourselves. You'll come to find out that Make Way is a call to action to pave your own path and to lead, not follow. It's what sets Scion apart and secures our spot as one of the fastest growing, industry-leading companies.

The base salary range for this full-time position is $45,000