Resident Services Manager

The Scion Group; Pullman (WA); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Discretionary annual bonus

Paid Time Off

Floating holidays

Health Insurance

Vision Insurance

401k Matching

Job summary

The Scion Group's The Grove at Pullman in Pullman, WA is seeking a Resident Services Manager to lead resident relations, leasing support, and operations excellence.

You will oversee community engagement, manage Entrata-based workflows, supervise staff, and coordinate events to deliver a high-quality living experience for residents. Strong interpersonal skills and crisis handling are essential.

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

• Resident Relations & Community Experience: lead reputation management, mediate complaints, manage delinquency follow-up, coordinate terminations, lead crisis management, oversee insurance compliance, organize resident events, and cover ETM staff in GM absence.
• Leasing & Occupancy: oversee leasing workflows, backup for lead follow-up, manage move-ins, inspections, unit transfers, and Entrata BUA dashboards; review housing agreements for compliance.
• Operational Support: assist GM with Entrata dashboards and metrics; partner with accounting on delinquency and financial aid; ensure timely lease paperwork and notices.
• Marketing & Social Media: collaborate on local campaigns and promotions; co-manage social media for events and leasing updates.
• Seasonal/ Emergency Focus: assist with vacancies, legal matters, crisis management, and capital project support; adapt with cross-department collaboration.

Skills

Property management

Entrata proficient

Customer service

Microsoft Office

Social media

Tools

Entrata

MS Office

Job description

Overview

The Grove at Pullman, Pullman, Washington, United States

We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas.

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.

• FLSA Status: Exempt
• Discretionary annual bonus
• Paid Time Off
• Floating holidays
• Health Insurance
• Vision Insurance
• 401k Matching

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.
  • Review and countersign housing agreements under the approval and direction of the General Manager, ensuring compliance with company policies and contractual standards.
• 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
• 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/move-out periods, peak leasing seasons, emergencies, and inclement weather needs.

The Scion Group LLC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, religion, creed, national origin, color, gender, sex, sexual orientation, gender identity or expression, age, physical or mental disability, or other legally protected status or category under federal or state law. The Scion Group LLC complies with applicable state and local laws governing nondiscrimination in employment in all locations in which the Company has properties. This policy applies to all terms and conditions of employment. The Scion Group LLC is committed to the principles of equal employment opportunities.