Resident Services Manager II

Windsor Communities; Alexandria, Northern (VA, KY); On-site; USD 73,000 - 99,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401k

PTO

Paid parental leave

Career growth

Job summary

Windsor Communities seeks a Resident Services Manager II to oversee move-in, renewals, and resident engagement across Halstead Tower by Windsor and IO Piazza by Windsor in Alexandria/Arlington, VA. You will drive customer satisfaction, lead events, and partner with Sales and Support Services to ensure a seamless resident experience.

The role emphasizes community building, social media presence, and cross-team collaboration to deliver exceptional service today and tomorrow.

Qualifications

• 2-3 years sales experience in retail, hospitality, or multi-family.
• Undergraduate degree preferred.
• Experience in multifamily environment and/or property management operations is a plus.
• Proficiency with Microsoft Office 365.
• Knowledge of Funnel CRM preferred.

Responsibilities

• Lead move-in day documentation, inspections, and welcoming appointments.
• Manage resident package handling and post-move-in communication for customer satisfaction.
• Coordinate with Service Manager on Work Order communications and follow-ups.
• Support renewal and acquisition efforts and assist in traffic to tours and signups.

Skills

Sales experience

CRM knowledge

MS Office

Customer service

Education

Undergraduate degree preferred

Tools

Funnel CRM

Microsoft Office 365

Job description

Resident Services Manager II Halstead Tower by Windsor and IO Piazza by Windsor - Alexandria/Arlington, VA

As the Resident Services Manager II, you will play a pivotal role in overseeing the smooth operation of our community, ensuring an exceptional experience for our customers, and fostering a strong sense of community. Working closely with your direct manager, your responsibilities will include prioritizing key areas such as move-in satisfaction, renewal acquisition, and serving as the primary liaison to the Support Services Team. This role also works closely with the Sales Leadership team to ensure a smooth customer transition from prospect to resident. By creating a warm and inviting environment, organizing resident appreciation events, and maintaining an active and engaging social media presence, you will actively contribute to building a vibrant community that meet our residents needs today, tomorrow, and every day.

For the fourth year in a row, Windsor Communities is the recipient of the 2024 Kingsley Excellence Award achieving the top award for Overall Customer Service.

Compensation:

Hourly: Starting at $35 or $72,800 annually. The full range is $35 - $47.73 depending on years of experience, tenure, and location.

Bonus: Average monthly bonus potential is 20% of base salary paid out quarterly.

Total Starting Annual Compensation Potential: $87,360 ($72,800 +$14,560 bonus potential).

Benefits:

• Comprehensive benefits package, including medical, dental, vision, 401k, and PTO.
  • 1 hour of paid sick and safe time for every 30 hours worked, 10 days of paid vacation time accrued bi-weekly, 6 weeks of paid parental leave after completing one year of employment, 10 paid holidays annually, and up to 3 floating days.
• Opportunities for growth—we invest in our team’s development.

For more information, visit: Benefits!

Customer Focus:

• Ensure timely response to resolve or escape resident issues appropriately.
• Lead resident package management efforts.
• Prepare move-in day documentation, Happy Co move-in inspections, white glove inspection, and any other necessary steps to guarantee a seamless move-in experience for incoming residents.
• Perform move-in day welcome appointments to greet and orient new residents to the community.
• Conduct post-move in communication to residents to ensure customer satisfaction.
• Partner with Service Manager to monitor the Work Order Program to assist the Service Team with any work order communication issues with residents. Conducts post work order follow-ups to ensure customer satisfaction.

Financial Management:

• Process monthly invoices in adherence to the Procurement Policy.
• Proactively monitors expenses and adjusts spending in accordance with monthly operating budgets.
• Detail monthly variances found in the operating statement, along with corresponding recommendations to the direct manager.

Sales Strategy:

• Assist in the management of Funnel CRM queue management.
• Ensure the success of unguided prospect tours through signage, identified unguided tour apartment preparation, and greeting of prospects.

Administrative Support:

• Review maintenance make-ready/move-in/move-out schedules to efficiently handle move-outs and ensure timely preparation for upcoming move-ins.
• Manage the notice to vacate process overseeing the execution of all associated paperwork and system related action items.
• Partner with the Prior Resident Support team by providing necessary information to the Support Services team, overseeing the execution of the Move Out Inspection within the inspection software platform, and facilitating the promotion and administration of the TIDY program.

Role Expectations:

• Weekend work may be required depending on site performance, regional needs, in support of newly acquired acquisitions, or additional factors.
• Maintain close partnership with Service Manager to positively impact communication and processes around the Work Order and Make Ready Maintenance Program.
• Ability to demonstrate proficiency in Microsoft 365 product suite (Word, Excel, Outlook, Microsoft Teams).
• Working knowledge of property management and prop-tech systems.

Qualifications:

• Candidate will have 2-3 years sales experience in a retail, hospitality, or multi-family environment, and Microsoft Office skills. Undergraduate degree is preferred.
• Three years related experience and/or training; or equivalent combination of education and experience.
• An equivalent combination of education and experience will also be considered.
• Experience working in a multifamily environment and/or property management operations.
• Knowledge of Funnel CRM preferred.
• Knowledge of Microsoft Office 365 required.
• Transferable apartment industry sales related experience preferred.

Windsor Communities provides training, mentoring, growth, and advancement opportunities for our valued associates.

Windsor Communities is dedicated to creating exceptional experiences for both residents and associates.

Join a growing organization that embodies our core values of 'Accountable, Inclusive, Energizing and Courageous,' Windsor's mission is to create communities where people feel truly cared for.

The company participates in the federal government’s E-Verify program, which confirms employment authorization of all newly hired employees through an electronic database maintained by the Social Security Administration and Department of Homeland Security.

Windsor Property Management Company is an Equal Opportunity Employer.