Resident Services Manager

At BH Management Services, we are committed to creating value. We acquire, improve and manage apartment communities, and our success in this endeavor is evidenced by our growth from a start-up firm in 1993 to one of the largest multi-family management companies in the nation. BH understands that great customer service is what keeps residents satisfied, and that great service comes from engaged, happy and well-trained team members. In 2018 and 2017, BH was ranked as one of FORTUNE magazine and Great Place to Work's "Best Workplaces for Women." BH was also ranked in 2018 and 2020 as one of the "Best Workplaces for Millennials." In addition, in 2019,BH was named to the 100 "Best Workplaces for Diversity." We continue to recognize that we are only as strong as each individual employee and we value our employees by providing a strong benefit package:

• 3 Weeks of Paid Time Off
• Medical/ Dental/ Vision
• 401(k) + company match
• Birthday Paid Day Off
• BH Gives Back (Paid Volunteer Time Off)
• 12 Paid Holidays
• BH Paid Leave
• Sabbatical
• Education Reimbursement
• Employee Assistance Program

Position Summary:

• The Resident Services Manager is responsible for providing quality customer service to the apartment community. This position serves as the main contact for resident communication in accordance with Company and Fair Housing guidelines. The Resident Services Manager will be responsible for creating a welcoming and inclusive environment for residents while coordinating programs and initiatives to enhance the resident experience. Represents the company in a professional and courteous manner.

Essential Job Functions:

• Maintains accurate and up-to-date resident and property files.
• Handles all resident issues in an efficient and professional manner to include, but not limited to, complaints and lease violations in a timely manner.
• Manage a schedule of resident programs including resident events and social media engagement. This includes the development of initiatives tailored to the individual needs of the community.
• Assist Renewal Specialist with Renewal Program where applicable.
• Assist in overseeing maintenance issues to include, but not limited to, scheduling, follow-up and closing completed requests.
• Assist in maintaining information concerning projects, rehab upgrades, amenities facilities, services and activities for the community.
• Other duties as assigned.

Minimum Qualifications/Skills:

• Strong understanding of Fair Housing guidelines, Policy / Procedures, and leasing documents.
• Strong written and verbal communication skills.
• Advanced computer technology skills and advanced knowledge of MS Office Suite.
• Previous experience in a customer-facing/customer service role.
• High School or GED (General Education Diploma) Required.
• 2 years of leadership experience

Work Schedule: Monday-Friday (work schedule may vary). Some overtime may be required and ability to work extended hours including "on-call" and/or participate in a rotating "on-call" schedule as needed to meet 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.

All BH employees are expected to always conduct themselves in a professional manner, perform the tasks delegated by supervisors, and observe and support the company's policies and procedures.

This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with the job. This job description does not provide an all-encompassing list of duties; there may be a need to perform other duties as assigned. While this job description is intended to be an accurate reflection of the current job, management reserves the right to revise the job, work schedule, and/or to require that other or different tasks be performed when circumstances change (e.g., emergencies, changes in personnel, workloads, rush jobs, or technological developments). Employees in this position must be able to perform the essential functions of the job with or without reasonable accommodation. Requirements may be subject to possible modification to reasonably accommodate individuals with a disability. BH Management Services reserves the right to add or change responsibilities at any time in order to meet business and organizational needs.

BH/B.HOM is an Equal Employment Opportunity Employer. We foster the diverse voices of our community by advocating for inclusivity, celebrating our differences, and continually evolving our practice to make BH/B.HOM a better place to work and live.