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About the Role

The Assistant General Manager plays a crucial role in the efficient and effective delivery of management services and reporting for our multi-family and commercial portfolio.

Responsibilities

• Maintain tenant relations and ensure tenant satisfaction
• Build positive relationships with prospective and current tenants
• Respond to resident calls and emails within 24 hours
• Proactively identify resident needs and follow up on concerns
• Escalate issues to the General Manager or Director of Facilities as needed
• Maintain organized office space and assist in ordering supplies
• Create and maintain work orders for the property
• Oversee the timely and successful completion of work orders/maintenance requests
• Act as a liaison between residents, maintenance staff, vendors, construction, and management
• Obtain current vendor or tenant Certificates of Insurance (COI) with correct Additional Insured before repairs or services are performed
• Coordinate unit inspections and court-ordered repairs
• Assist with resident inquiries pertaining to rent payments and charges
• Schedule all stipulations and requests from the legal department
• Create memos for general maintenance repairs and access notices
• Provide administrative support to the General Manager and Resident Manager
• Support team members in required trainings and scheduling
• Walk vacant apartments and ensure they are prepared for move-in
• Coordinate move-ins, move-outs, and tenant files with the main office
• Manage amenity reservations
• Process move-outs, including scheduling inspections and completing paperwork
• Upload move-out documents to Rent Manager
• Manage and report resident insurance policy information
• Maintain monthly extermination reports
• Respond to resident survey feedback and recommend process improvements
• Partner with PM/VP to manage online reputation
• Assist in coordinating resident events
• Send welcome gifts to new tenants
• Handle parking issues such as towing, booting, and violations
• Create and update tenant reserved parking spreadsheets
• Handle minor technical IT and phone issues with vendors
• Coordinate team meetings or employee appreciation lunches
• Maintain lobby directories and elevator display screens
• Create and update Tenant Handbooks, Storm Preparedness Plan, and Building Emergency Procedures
• Assist in management of day-to-day coverage, including after-hours, holidays, and vacations of field staff
• Gain ongoing knowledge of software platforms (Rent Manager, AVID, ManageGo, SLACK, WRIKE)
• Organize all files and save in BOX
• Write standard works in Notions to update operational processes and information
• Understand and comply with company policies and procedures
• Apprise Supervisor or upper management on any pertinent or potential legal issues
• Attend and participate in all scheduled meetings
• Meet deadlines and tasks as assigned
• Perform other duties as assigned

Requirements

• Promptly returns resident calls and responds to emails (within 24 hours)
• Proactively contacts residents to identify needs and follows up on resident concerns to ensure exceptional customer satisfaction and loyalty
• Escalates issues to the General Manager or Director of Facilities as needed
• Obtain current vendor or tenant Certificates of Insurance (COI) with correct Additional Insured before a repair or services are performed
• Understand and comply with company policies and procedures to maintain consistency in service delivery, reporting and communication
• Apprise Supervisor or upper management on any pertinent or potential legal issues
• Promptly attend and participate in all scheduled meetings related to the position or assigned properties
• Meet deadlines and tasks as assigned, setting own project deadlines responsibly

Skills

• Tenant relations
• Customer satisfaction
• Communication
• Organization
• Administrative support
• Software proficiency (Rent Manager, AVID, ManageGo, SLACK, WRIKE)
• Problem-solving