Resident Services Manager

The Scion Group; Wilmington (NC); On-site; USD 55,000 - 75,000; 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 is seeking a Resident Services Manager at our Wilmington, NC community. This on-site role focuses on delivering a high-quality living experience through proactive service, relationship building, and efficient operations.

You will support leasing, marketing, and compliance initiatives while managing resident satisfaction and engagement. Ideal candidates bring 2+ years in property management or resident services, strong people skills, and familiarity with Entrata.

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 across review platforms and internal feedback channels.
• Mediate and resolve resident complaints with empathy and professionalism.
• Manage delinquency notices and follow-up support.
• Coordinate mutual terminations per company and legal standards.
• Lead crisis management efforts with leadership and emergency services.
• Oversee resident insurance compliance and follow-up efforts.
• Organize and execute resident events to build community engagement and retention.
• Provide coverage for ETM staff in the absence of the General Manager.

Skills

Interpersonal skills

Conflict resolution

Customer service

Tools

Entrata

Microsoft Office

Social media

Job description

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

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.
• 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 (as long as the employee/applicant is otherwise qualified for the job with or without a reasonable accommodation), genetic information, HIV/AIDS status, marital status, uniformed service, veteran status, pregnancy 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, including hiring, placement, promotion, termination, layoff, recall, transfers, leaves of absence, compensation, training and other terms and conditions of employment. The Scion Group LLC is committed to the principles of equal employment opportunities.