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About the Role

The Resident Services Manager creates a welcoming, connected, and service-driven environment for residents. This role manages resident satisfaction and retention, resolves service issues, coordinates communications and events, and supports community operational goals. The Manager acts as a liaison between residents and the property team to foster community, improve service quality, and ensure a high standard of living.

Responsibilities

Serve as the primary point of contact for resident concerns and escalate complex issues as needed.
Respond to and resolve resident complaints in a timely, courteous, and effective manner.
Monitor and follow up on service requests and move-in satisfaction.
Conduct 24-hour call-backs to ensure resolution and resident satisfaction.
Collaborate with leasing and management teams to support resident renewal efforts and identify retention opportunities.
Deliver exceptional resident support throughout the lease lifecycle.
Advise the Property Manager on emergency issues, critical feedback, or trends impacting resident relationships or property performance.
Develop, plan, and execute resident events, programs, and community-building initiatives.
Coordinate and produce resident communications, including newsletters, surveys, welcome materials, lease violation notices, and digital content.
Promote rentable amenities and services within the community.
Maintain and distribute resident welcome gifts, birthday acknowledgments, and move-in resources.
Conduct regular property walks to inspect curb appeal, cleanliness, and readiness of amenities, model units, tour paths, and the leasing office.
Support coordination of vendors and resident communications during maintenance events or emergency repairs.
Monitor and respond to messages from the front desk phone, email, and answering service.
Review nightly reports from Courtesy Patrol and Valet services and follow up on incident reports or lease violations.
Assist in service quality improvement using feedback systems to track resident sentiment and identify areas for enhancement.
Lead and mentor front desk, concierge, or resident services team members where applicable.
Participate in team meetings and cross-functional collaboration to support community performance metrics.
Contribute to marketing and branding efforts by enhancing the community’s public image.

Requirements

High School Diploma or equivalent.
Minimum of 1 year of experience in the property management industry.
Previous supervisory or team leadership experience is strongly preferred.
Strong background in customer service, conflict resolution, and community relations.
Proficient with Microsoft Office.
Property Management software experience is a must.
Experience with event planning, marketing, or public relations is a plus.
Excellent organizational and communication skills.
Ability to manage multiple tasks and deadlines in a fast-paced environment.
Flexibility to work weekends if required by the property.
Valid driver’s license required (for operating golf carts if applicable).

Skills

Customer service
Conflict resolution
Community relations
Microsoft Office proficiency
Property Management software
Event planning
Marketing
Public relations
Organizational skills
Communication skills
Task management
Deadline management

Location

Remote

Work Type

Full-time

Experience Level

1+ year of experience in property management
Previous supervisory or team leadership experience preferred

Education Level

High School Diploma or equivalent

Benefits

Competitive Salaries & Bonuses
Medical, Dental & Vision Plans
401(k) Plan with Employer Matching Contributions
Paid Time Off (PTO) & 10+ Paid Holidays
Paid Parental Leave
Paid Birthday Off (Multifamily)
Flexible Spending Accounts
Company-Paid Long-Term Disability
Company-Paid Life Insurance
Short-Term Disability
Health Savings Account with Employer Contributions
Pre-Tax Commuter Benefit (Corporate)
Wellness Perks
FinFit Financial Wellness Program
Legal Resources
Employee Apartment Discount
Employee Referral Program
Employee Assistance Program
Tuition Reimbursement
Insta Pay Eligible
Volunteer & Community Service Opportunities
Employee Recognition & Awards

About the Company

Harbor Group Management Company is a multi-billion dollar real estate investment and property management firm.
Harbor Group is dedicated to outstanding customer service and providing exquisite living experience for our residents.

Equal Opportunity

Harbor Group Management is proudly an Equal Opportunity Employer EOE/M/F/D/V. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status.