Resident Services Manager

Job Title: Resident Services Manager
Salary: $28 to $30 Per Hour Plus Bonus Opportunities
Schedule:Monday to Friday 9 AM to 6 PM Weekend Flexibility
Explore Crystal House

Unlock your potential with Avenue5 Residential.

Your ideas. Your development. Your experience.

We take care of you so you can take care of our residents properties and clients.

Property management may be our business but people are our passion.

Empowering you to be the best.

Our benefits take a holistic approach to take care of your mind and body. We care about you as a whole person both inside and outside of work.

• Physical wellness: Medical dental vision and mental health coverage options.
• Financial wellness: Competitive pay plus basic life insurance and matching 401K contributions.
• Mental and emotional wellness: Generous time-off plan includes 10 paid holidays including a community service day and your birthday.
• Perks and more: Mentoring. Professional development. Discounts. Tuition reimbursement. Robust recognition program. And were just getting started.

About the resident services manager position at Crystal House:

The resident services manager is responsible for creating and delivering exceptional resident experience by overseeing resident services hospitality communication and service coordination within the community. This role combines concierge-level hospitality with operational support for the property management team to ensure residents receive prompt service clear communication and a welcoming environment throughout their entire living experience. Serving as the primary liaison between residents leasing and maintenance teams the resident services manager ensures that service requests communications and resident needs are handled with professionalism and urgency. This position blends responsibilities traditionally associated with assistant property manager and concierge roles with a strong emphasis on resident experience retention and service excellence.

Serve as the primary resident services contact for residents guests vendors and prospective residents
Deliver a hospitality-driven experience in every interaction
Greet residents and guests while assisting with questions requests and community services
Ensure prompt professional and personalized service
Address and resolve resident concerns with professionalism and urgency
Build strong resident relationships to support renewal conversion and long-term retention
Monitor upcoming lease expirations and collaborate with leasing teams to encourage renewals
Assist with renewal outreach efforts including resident check-ins and satisfaction follow-ups
Proactively identify and resolve service issues that may impact renewal decisions
Support initiatives that increase renewal conversion rates and resident satisfaction scores
Coordinate with maintenance to ensure the timely completion of resident work orders
Track service requests and provide residents with updates regarding service status
Conduct resident follow-up within 24 hours after work order completion to confirm satisfaction
Escalate unresolved service concerns to the Property Manager as needed
Ensure service standards align with the communitys hospitality expectations
Plan and coordinate resident events and lifestyle programming
Organize activities aligned with the community demographic and brand
Coordinate vendor partnerships for activation and community experiences
Promote engagement through:

• o Resident appreciation events

  o Social programming

  o Amenity activations

  o Community partnerships

  Develop and distribute community communications including:

  o Resident newsletters

  o Event announcements

  o Amenity updates

  o Community notices

  Maintain clear and consistent communication channels to keep residents informed
  Oversee front desk and resident service operations
  Manage package handling and deliveries
  Coordinate move-ins move-outs and elevator scheduling (where applicable)
  Maintain organized and welcoming resident service areas
  Ensure hospitality amenities are properly stocked and maintained
  Assist the Property Manager with daily operational needs
  Partner with leasing to support the guest experience
  Conduct community inspections to ensure cleanliness safety and service standards
  Identify and communicate maintenance or safety concerns
  KPIs used to measure performance are:

  o Resident Satisfaction

  Positive resident feedback

  Online reputation and review performance

  o Renewal Conversion

  Support of property renewal goals

  Resident engagement before lease expiration

  o Work Order Follow-Up

  Resident contact within 24 hours of completion

  Effective tracking and resolution of concerns

  o Community Engagement

  Resident participation in events and programming

  Consistent communication and interaction

  Perform other duties as assigned

Education and Experience:

• High school diploma is required.
• At least one year of customer service experience is required.
• 2 years of experience in property management hospitality concierge or customer service
• Skills and Requirements:

• Strong organizational and time-management skills.
• Strong interpersonal skills to effectively and sensitively communicate.
• Basic level knowledge with Microsoft Office Suite including Outlook Word PowerPoint and Excel.
• Sensitivity to confidential matters is required.
• Ability to work independently and prioritize effectively in a fast-paced environment with a strong sense of urgency.
• Capability to read write comprehend and converse in English.
• Ability to use general office equipment such as telephone fax machine printer copier and key track system.
• Excellent customer service and interpersonal skills with the ability to relate to others.
• Ability to cope with and defuse situations involving angry or difficult people.
• Must maintain a valid drivers license clean driving record and current auto insurance is required.
• Must comply with all safety requirements.
• Required to complete and successfully pass the Avenue5 Fair Housing Diversity and Inclusion Training within the first 30 days of employment

• Put people and partnerships first
• Empower associates
• Focus on solutions
• Champion ideas that accelerate success
• Deliver proof over promises

Experience our award winning culture:

• Top 15 national finalist on the Best Places to Work Multifamily
• Certified as a Great Place to Work since 2017
• Listed as one of the Best Workplaces in Real Estate
• Ranked second on the 100 fastest-growing private companies in Washington by The Puget Sound Business Journal
• Ranked 8 on the 2024 National Multifamily Housing Council (NMHC) Top 50 Managers List