Resident Services Manager - High Rise

Job Description: DUTIES and RESPONSIBILITIES: • Serve as the primary point of contact for residents, addressing inquiries, concerns, and service requests promptly and professionally. • Conduct regular check-ins with residents to ensure satisfaction and address any issues that may arise. • Organize and coordinate resident events and activities to foster community engagement and build relationships among residents. • Promote a sense of community by encouraging resident participation in events and programs. • Mediate and resolve resident disputes or complaints, working to find amicable solutions that adhere to company policies. • Escalate issues to the Property, General or Regional Manager as necessary. • Develop and distribute newsletters and other communications to keep residents engaged and informed. • Maintain accurate records of move-in, move-out, leasing data, resident interactions, and service requests in a timely manner into the on-site property management system. • Ensure the leasing office, tour path, and models are ready for show, and evaluate the appearance of the facility. • Promote property products and services to prospects. • Convert phone calls to tours, property tours to leases and internet leads to tours and/or leases. • Develop and implement resident retention initiatives, including personalized communication and feedback collection, to improve lease renewal rates. • Ensure guest cards are complete, entered in the property management software and follow-ups are completed for prospects. • Gather resident feedback through surveys or informal conversations to identify areas for improvement in services and amenities. • Proficient use of property management software systems including CRM tools to manage resident interactions, track service requests, and analyze data on resident satisfaction, retention, and leasing trends • Maintain thorough product knowledge of the property, sister properties and competitors. • Identify, through market research, those properties which are under-performing and report those findings to the Manager. • Work with the Manager to minimize expenditure, maximize revenues and adhere to budgeted cost parameters. • Assist manager in developing and implementing effective marketing strategies to increase property, traffic and internet leads. • Work with the Manager to execute unlawful detainers, 3 Day Notices, collect rent as due, and post all revenue data correctly in the accounting system, as required. • Assist Manager to complete property activity reports. SKILLS and ABILITIES: • Possess exceptional computer skills - intermediate knowledge of Microsoft Excel, Word, Adobe, and PowerPoint. • Possess excellent communication and leadership skills. • Possess excellent time management skills - i.e., ability to prioritize, manage time effectively and handle multiple projects and tasks. • Possess knowledge of business practices and principles. • Use and apply common sense and use good judgment. • Work cooperatively and in a teamwork environment. • Handle multiple projects and tasks and cope with stress in a composed manner. • Respect and maintain confidentiality. QUALIFICATIONS • High school diploma or equivalent. • A college degree is preferred. • Minimum one-year multifamily leasing experience preferred. ZRS Management is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Created: 2026-03-05