Job Title: Resident Relations Manager

Company: Laurel Real Estate Services, LLC

Summary/Objective:

Under the direct supervision of the Property Manager, this position will take the lead in generating traffic, touring guests, providing customer service, and executing leases in a Class-A residential multi-family apartment community.

Essential Duties and Responsibilities:

Effectively managing Tenant relations. The Resident Relations Manager is to be involved in all capacities of service to the residents, including, but not limited to, identifying qualified tenants, developing consistent tenant outreach programs and events.
The Resident Relations Manager is responsible for daily inspections of the physical condition of the common areas of the property. This includes regular maintenance and emergency repairs are being made.
Responding to vacancy inquiries, scheduling, and executing leasing tours of available units in effort to maintain high occupancy.
This position does not require an active Pennsylvania Real Estate Salesperson license under company brokerage, but Company will reimburse for Real Estate Licensing expenses if Employee wishes to obtain Pennsylvania Real Estate Salesperson licensure.
The Resident Relations Manager must have and demonstrate a thorough knowledge of statewide and national laws regarding the proper ways to:

Screen a tenant.
Comply with Fair Housing practices.
Conduct Leasing tours
Answer prospective Tenant questions
Answer current Tenant questions
Disclose necessary information.
Prorate and handle rent.
Comply with property safety standards.

Handles leasing activities as required, including showing prospects available apartments and works to sell the property in order to maintain an acceptable closing ratio based on the occupancy goals set forth by the Property Manager. Follows up regularly with prospects to secure leases and manage applications.
Effectively explains all community policies to new and current residents.
Prepares weekly competitive survey reports and analyzes the real estate market trends and conditions in the area and reports this market data to Supervisor.
Completes follow-up communications and call-backs with prospects after initial community visits.
Supports the overall marketing efforts and offers input and suggestions in regard to promotions, advertisements, etc.
Maintains accurate and in-depth knowledge of all aspects of the community, particularly in areas such as rent and pricing information, vacancies, apartment availability, lease expirations, square footage, etc.
Monitors all current and future vacancies to proactively react to future occupancy needs. Completing and delivering renewal letters, keeping up to date on the required response time limit.
Helps monitor delinquency account weekly and keeping the Property Manager aware resident communications.
Properly places and organizes packages in the Package Room for residents to easily find.
Assists with making sure resident insurance is current and valid per lease and that Landlord is listed as an interested party.
Make sure that the required PetScreening has been completed for each resident.
Completes Move In Inspections all vacant apartments to ensure they are ready to show to prospective residents.
Leads in the creation, marketing and managing of all monthly Resident events. Coordinates and organizes events and activities, such as social media postings, parties, etc.
Manages quality control for property housekeeping program and ensures the correct apartments are being entered and cleaned, and all housekeeping supplies and linens are kept accessible and stocked.
Analyzes concerns associated with apartments that are slow to lease and offers recommendations to the Property Manager.

Administrative:

Accurately and efficiently prepares and assists with all leasing paperwork (i.e., applications, lease agreements and addenda, employment and credit checks, and leasing move-in packets)..
Maintains current resident files both digitally and physically.
Understands and complies with state and landlord-tenant Fair Housing laws and standards.
Accompany vendors or contractors to resident apartments as needed.

Customer Service:

Greetings visitors and determines if the community meets the client's qualifications.
Completes service requests and communicates to Maintenance Department.
Works with the Property Manager to assure curb appeal and property appearance is acceptable.
Conducts follow-up activity with all residents to establish positive resident relations.
Become active in the local business community and develop a rapport with the residential community.
Make recommendations to management regarding improvements for the overall operation of the community.

Major Duties / Scope of Work:

Assist and support Property Manager to ensure resident satisfaction, maintaining or exceeding the current renewal rates.

Support leasing activities, including but not limited to; posting to various marketing websites, emailing prospective tenants prior to them touring a unit, showing units as needed, obtaining prospective information, identifying and articulating shortcomings.

Leads, plans, and markets property Resident Events (multiple per month)

Manages housekeeping program and ensures items remain stocked for program and quality service is being delivered.

Maintain on-site availability to address needs of Property Manager and tenants and being available to work Saturdays.

Other Duties:

This job description may not encompass all responsibilities and duties, and activities may change with or without notice.

Requirements:

Minimum Qualifications are a High School Diploma or GED. At least one (1) year of commercial property management experience is preferred.

Active Pennsylvania Real Estate license (Salesperson designation) is preferred but not mandatory.

Experience in business office operations and management.

Basic understanding of business functions, account management and tax management.

Competency with Microsoft Office products and aptitude to learn new programs.

Experience with AppFolio Management Software and Outlook is preferred.

This role is based on a 40-hour work week over 5 days in a work week. Schedule may change each week; Currently required to work Saturdays.