The Senior Customer Service Manager - Housing will be responsible for implementing programs and services to residents and prospective residents of an assigned community to contribute to Company’s annual business goals.

Job Description:

The Senior Customer Service Manager - Housing will perform all or some of the following Job description:

• Communicate with residents to ensure residents are knowledgeable regarding community’s services, operating procedures and issues/events

• Supervise leasing associates including recruiting, associate scheduling, work assignments, training and performance appraisals

• Respond to inquiries and requests from prospective residents

• Respond to resident requests and work with residents to minimize/resolve problems and complaints. Follow through to ensure issue is resolved

• Coordinate resident service issues with appropriate community staff such as maintenance, concierge, leasing, and management and ensure resident issues are resolved in a timely manner

• Assist in the development, implementation and monitoring of programs to maximize revenue, control expense, improve customer satisfaction and manage on-site personnel

• Implement or direct the implementation of all applicable Company policies and procedures

• Ensure compliance with all federal, state and local laws, specifically Fair Housing regulations.  

• 2 years of multi-family management experience for a large complex apartment community, a mid/high-rise community, or a lease-up community.