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About the Role
The Resident Services Manager — Customer Service oversees the customer service operations for Resident Services, ensuring timely and consistent lease renewals and resident communications across all properties. This role acts as the primary escalation point for resident issues and guides the Customer Service Coordinator.
Responsibilities
- Oversee the renewal process for the customer service team.
- Send renewal offers to residents via Onsite in accordance with renewal timelines.
- Ensure the appropriate lease is drafted and generated for each renewal.
- Follow up with residents on a regular cadence to secure timely signatures.
- Update the renewal tracker for all pending renewals across all properties.
- Escalate rate and term negotiations to the Regional Managers.
- Maintain waitlists for garage spaces, unit upgrades, and other resident requests.
- Contact residents as availability becomes available.
- Keep waitlist trackers current and accurate.
- Manage resident amenity reservations and rentals.
- Communicate rental fees, rules, and requirements to residents.
- Coordinate with building staff on scheduled amenity use.
- Communicate, issue and track resident lease violations. Follow up on resolution.
- Escalate repeat or serious violations for a potential Legal referral as needed.
- Serve as a point of contact for Regional Managers and Community Managers on escalated resident issues and concession requests.
- Oversee the move-in process, ensuring welcome emails, payment confirmation, renters insurance/COI collection, and key hand-off coordination are completed on time.
- Coordinate property level events (Movie nights, Yoga, resident appreciation events).
- Guide the Resident Services Coordinator (Customer Service) on renewal execution and resident support.
- Collaborate with leasing and the broader Resident Services team as needed.
- Oversee phone coverage for the team, ensuring calls are handled promptly or transferred to the appropriate team member.
- Oversee the main email inbox for all properties, ensuring timely responses and proper routing.
- Manage competing priorities across numerous properties in the tri-state area.
Requirements
- Strong customer service and written/verbal communication skills.
- Experience managing lease renewals and resident communications at scale.
- High attention to detail and comfort maintaining trackers and data accuracy.
- Ability to manage escalations calmly and professionally.
- Professional judgment and discretion handling resident information.
- Working knowledge of rent-stabilized lease renewals and Good Cause Eviction requirements for market-rate units, across a portfolio that includes both affordable and market-rate housing.
- Daily use of Onsite, Yardi, and Excel spreadsheets to manage renewals, trackers, and reporting.
- Ability to multitask and manage competing priorities across numerous properties in the tri-state area.
Skills
- Customer service
- Written communication
- Verbal communication
- Lease renewals management
- Resident communications management
- Attention to detail
- Data accuracy maintenance
- Escalation management
- Professional judgment
- Discretion
- Rent-stabilized lease renewals
- Good Cause Eviction requirements
- Onsite
- Yardi
- Excel spreadsheets
- Multitasking
Location
- Tri-state area
Work Type
- Full-time
Experience Level
- Functional Manager
Salary/Compensations
- $75,000—$95,000 USD
About the Company
- Asset Living is a property management company.