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About the Role

The Resident Services Manager creates a welcoming, connected, and service-driven environment for residents. This position manages resident satisfaction and retention, resolves service issues, coordinates resident communications and events, and supports community operational goals. This role fosters community, improves service quality, and ensures 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.
• Identify retention opportunities and deliver exceptional resident support.
• 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, and welcome materials.
• 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.
• 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.
• Lead and mentor front desk, concierge, or resident services team members.
• Participate in team meetings and cross-functional collaboration.
• 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

Experience Level

• 1+ year of property management experience
• 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
• 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
• 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.