Resident Services Manager

RKW Residential; Naples (FL); On-site; USD 52,000 - 78,000; Full time

Job summary

RKW Residential in Naples, FL is seeking a Resident Services Manager to support the Property Manager by overseeing resident-facing services, responding to daily needs, mentoring the onsite team, and guiding the move-out process.

You will drive resident satisfaction and retention, coordinate leasing and renewal activity, manage system data, and collaborate with vendors and the accounting team to sustain operational excellence.

Qualifications

• Minimum 3 years of experience in multifamily property management.
• Background in sales, marketing, and customer service to support daily operations.
• Proficiency in property management software and MS Office.
• Strong communication and organizational skills.

Responsibilities

• Promote resident satisfaction and retention by addressing concerns and responding to resident requests in compliance with requirements.
• Manage resident communications and maintain transparent engagement.
• Conduct leasing presentations, highlight features, pricing, and amenities with strong market knowledge.
• Ensure timely generation and completion of applicant and move-in documentation.
• Oversee the resident move-out process, including inspections and charges.
• Manage renewal processes, follow up on renewal letters, finalize new rates, and confirm documents and charges are accurate.
• Ensure property systems operate efficiently and align with company policies.
• Maintain data integrity in the property management system.
• Prepare and track performance reports on metrics like renewals, occupancy, traffic, and application statuses.
• Research and troubleshoot data or reporting issues with escalation as needed.
• Partner with vendors and coordinate as needed.
• Work with centralized accounting on delinquency management, final statements, and evictions.

Skills

Strong communication

Organizational skills

Independent work

Customer service

Education

High school diploma or equivalent

Bachelor's degree in Business Administration or similar

Tools

RealPage

OneSite

Funnel

Microsoft Office Suite

Job description

Job DetailsJob Location: Emblem Orange Blossom - Naples, FL 34120Position Type: Full TimeRevised: 3.2026

Summary:

The Resident Services Manager plays a key role in supporting the Property Manager by overseeing all resident-facing services and ensuring resident satisfaction. This position is responsible for addressing day-to-day resident needs, mentoring the onsite team, and managing the move-out process. The Resident Services Manager proactively enhances the resident experience, promotes retention, and ensures operational excellence in alignment with Arqline standards.

Essential Duties and Responsibilities:

Resident Experience & Retention:

• Promote resident satisfaction and retention by addressing concerns, resolving service issues, and responding promptly to resident requests in compliance with legal and procedural requirements.


• Manage resident communications by distributing relevant updates, responding to inquiries, and maintaining transparent, effective engagement.

Leasing & Renewal Management:

• Conduct leasing presentations, highlighting property features, benefits, pricing, and amenities with a strong knowledge of the local market.


• Ensure timely generation, delivery, and completion of all applicant and move-in documentation in accordance with company policy.


• Oversee the resident move-out process, including home inspections and assessing applicable charges.


• Manage the renewal process by following up on renewal letters, finalizing new rates, inspecting homes, addressing resident questions, and ensuring all documents and charges are accurate.

Operations & Systems Management:

• Ensure property systems (package delivery, security, Funnel, OneSite, access control, etc.) operate efficiently and are utilized in alignment with company policies, supporting property goals for these systems.


• Maintain data integrity by accurately entering and updating resident and prospect information in the property management system.


• Support, prepare and track performance reports that measure key metrics such as renewals, resident satisfaction, occupancy, traffic, conversion ratios, and application statuses.


• Research and troubleshoot data or reporting issues, escalating to appropriate support teams when necessary.

Vendor Relations:

• Partner with vendors by responding to questions and facilitating coordination as needed.

Financial & Compliance Support:

• Work closely with the centralized accounting team to execute financial processes including delinquency management, final account statements, and eviction procedures.

Other duties as assigned by the Property Manager or

Preferred Qualifications:

Education:

• High school diploma or equivalent required; Bachelor's degree in Business Administration or similar field preferred.

Experience:

• Minimum of 3 years of experience in multifamily property management.


• Background in sales, marketing, and customer service with the ability to support daily operations and drive property performance.

Skills:

• Strong communication skills with the ability to prepare reports, maintain accurate records, and effectively resolve resident concerns.


• Proficiency in property management software (e.g., RealPage, OneSite, Funnel) and Microsoft Office Suite preferred.


• Excellent organizational and time management skills; ability to work both independently and as part of a team.

Physical Demands:

• While performing the duties of this job, the employee is regularly required to sit, stand, walk, and use hands to handle or feel.


• Ability to lift and/or move up to 25 pounds occasionally.


• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Qualifications