Resident Services Manager

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As a leading property manager of single-family rental homes nationwide, we take great pride in creating an enjoyable living experience for our residents – and an empowering, people-first culture for our team members. That’s why, for two years in a row, our employees have voted Progress a certified Great Place to Work®.

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As the demand for professionally managed rental homes continues to grow, so do the opportunities at Progress. We’re looking for passionate professionals who are ready to grow with us, make a difference and be part of something meaningful.

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Position Summary: 

The Resident Services Manager plays a key role in delivering exceptional resident experience by fostering positive relationships and providing outstanding customer service within the apartment community. Serving as the primary point of contact for resident communications, this position ensures all interactions are handled in accordance with Company policies and Fair Housing regulations. The Resident Services Manager is responsible for cultivating a welcoming, inclusive, and engaging community environment while developing and coordinating programs, events, and initiatives that enhance resident satisfaction, connection, and overall quality of life.

Essential Job Functions:

• Maintain accurate, organized, and up-to-date resident and property records in accordance with company policies and compliance requirements.

• Respond to resident concerns, inquiries, complaints, and lease-related matters in a professional, timely, and customer-focused manner, ensuring appropriate resolution and follow-up.

• Coordinate and execute resident engagement programs, community events, and social media initiatives designed to enhance resident satisfaction and foster a positive community experience. Develop and implement programs tailored to the unique needs and interests of the community.

• Partner with the Renewal Specialist to support lease renewal initiatives, resident retention efforts, and related administrative processes, as applicable.

• Support the oversight of maintenance operations by coordinating service requests, monitoring work order progress, conducting follow-up communications, and ensuring timely completion and closure of resident maintenance concerns.

• Maintain current knowledge and communication materials related to community projects, capital improvements, rehabilitation upgrades, amenities, facilities, services, and resident activities to ensure residents receive accurate and timely information

• Other duties as assigned. 

Minimum Qualifications/Skills:

• Demonstrated knowledge of Fair Housing regulations, company policies and procedures, and residential leasing documentation, with the ability to apply this knowledge consistently and professionally.

• Excellent written, verbal, and interpersonal communication skills, with the ability to interact effectively with residents, colleagues, vendors, and other stakeholders.

• Advanced proficiency in computer applications and technology, including Microsoft Office Suite and property management software platforms.

• Previous experience in a customer-facing role, with a strong commitment to delivering exceptional customer service and building positive relationships.

• Minimum of two (2) years of leadership, team lead, supervisory, or project coordination experience, with the ability to influence, collaborate, and drive results in a team-oriented environment.

• Minimum of 500 units in total or multiple sites

Work Schedule: Monday-Friday (work schedule may vary depending on business needs).

Physical Requirements/Environment: The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Full range of motion with upper and lower body. Continual movement including, but not limited to: standing, walking, bending, stooping, crawling, and climbing stairs.

• Operation of a motor vehicle onsite, if applicable.

• Exposure to all weather conditions.

• Lifting at least 20 pounds.

What you can expect from us:

• Competitive Compensation - Including performance-based bonuses that reward your contributions.

• Comprehensive Benefits Package - Medical, dental, vision, parental leave, 401(k) with company match and more.

• Generous Time Off – Enjoy PTO based on tenure, 13 paid holidays and 1 floating holiday.

• Ongoing Learning and Development - Quarterly summits, town hall meetings and continuous training to support your professional growth.

• A Culture that Celebrates You - We believe in collaboration, recognition and having fun while doing important work.

This summary is not an all-inclusive description of job duties. Other job duties and responsibilities may also be assigned by the incumbent’s supervisor at any time based upon Company need.

Employment with Progress Residential is conditional on a satisfactory background and drug screen.

Progress Residential is a proud Equal Opportunity employer, m/f/d/v.

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