Job Title: Resident Service Manager

Company: Student Quarters
Location: Atlanta, Ga / The Connector
Report To: Area Manager or General Manager

Job Type: Full-Time

Schedule: Monday-Friday, 8-hour shifts, and on-call. Some weekend and night shifts may also be required from time to time.

Job Summary: In partnership with the AM/GM and the rest of the on-site management team, you will lead the property customer service, renewal, and marketing program and oversee the financial management operations according to the standards outlined by Student Quarters.

Roles and Responsibilities

General & Customer Service

• Build and maintain strong relationships with current residents, future residents, guarantors, visitors, Squad members, and the local community
• Promote resident retention by providing excellent customer service to all prospects, residents, and guarantors
• Encourage lease renewals through proactive communication and personalized attention via text, emails, and other outreach methods.
• Help plan, assist, and execute all move-out and move-in related events
• Run point on all activity related to roommate matching concerns, transfer requests, and re-let leases
• Oversee the property review platform, all scores, and overall performance
• Adhere to all SQ Standards
• Perform additional and/or various tasks as needed or as directed by the direct supervisor.

SQuad Development

• Successfully recruit, train, and develop high-performing SQuad Members in all roles to maximize the performance of our site and develop the future leaders of our company.
• Provide the team with appropriate sales/marketing/customer service training specific to approved SQ branding, values, protocols, policies, and best practices.

Community Care

• Act as the primary point of contact for residents addressing inquiries, concerns, and feedback promptly and professionally.
• Coordinate with the General Manager to identify and implement solutions to resident concerns.
• Physically walk and inspect the community on a regular basis, including model units, vacant apartments, and associated tasks with upcoming property inspections.
• Contribute to the general upkeep and cleaning of the office, common areas, model, and tour path. This includes monitoring opening and closing checklists.
• Document and follow up on service requests from residents.?

Financial Management

• Assist the General Manager in achieving the highest possible net operating income by implementing effective cost control and revenue improvement programs; identify trends and recommend appropriate strategies and adjustments.
• Monitor the timely receipts and reconciliations of rent collections per SQ collection standards and landlord/resident-governed statutes.
• Process rent payments, late payments, eviction notices, and return check memos
• Audit and communicate with the General Manager regarding the accuracy of invoices received and appropriately enter invoices per company accounting standards.
• Provide accounting support to the General Manager
• Ensure all property and legal documents are received, current, and accurately verified before processing new vendor requests
• Serve as the primary point of contact for all accounts receivable and accounts payable inquires.

Marketing & Leasing

• Collaborate in leasing productions for property, including leasing administration, marketing activities, and maintaining product knowledge of community and competitors to maximize rental income and budgeted occupancy.
• Assist the planning, preparation, and implementation of resident events, renewal parties, and property competitions as approved by the General Manager
• Accurately prepare and have a thorough knowledge of all lease-related paperwork
• Maintain accurate prospect traffic and leasing data, and assist with other computer data entry as necessary
• Audit all lease files as needed to ensure adherence to standards
• Work directly with other managers to prepare aggressively achievable site budgets that meet or exceed the goals of the owner/investor.

Skills, Experiences, & Qualities

• A minimum of one year of property management experience is required
• A working knowledge of Entrata Software is highly preferred
• High school diploma or equivalent highly preferred
• A college degree or extensive experience in property management preferred
• Ability to perform intermediate mathematical functions
• Ability to understand and perform all on-site software functions
• Intermediate knowledge of Microsoft and google platforms
• Create relationships
• NAA or lease auditing experience
• Experience effectively managing a properties curb appeal

Physical demands

• Must be able to push, pull, lift, carry, or maneuver office products and supplies of up to twenty (20) pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
• Regularly required to stand; walk; reach with hands and arms, and climb stairs, stoop, or squat.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Job Qualifications

• Must be able to pass a background check
• Must have reliable transportation
• Must be able to read and write in English fluently
• Must dress professionally and have a neat appearance
• Required to possess excellent verbal and written communication skills
• Must be able to work any of the seven days of the week and overtime hours when requested.
• Travel may be required as necessary to attend training and other company functions

About Us: Student Quarters is your front door to campus and the perfect living space to connect with the community around you! We encourage the engagement of students with their surroundings through premier apartment locations and exciting events centered around local businesses, restaurants, attractions and, of course, campus. No matter how you live, live SQ.

What we are offering:

• Competitive Salary, Commission Pay Eligibility
• Dental, Health, and Vision Insurance
• 401k Options
• Short-term and Long Term Disability and Company Paid Voluntary Life
• Paid Time Off, including a day off on your birthday
• Paid Holidays and Floating Holidays
• 16 Hours of Paid Volunteer Time
• LGBTQ+ Friendly Workplace
• Age-Inclusive
• Hiring Heroes Program
• Parental leave

Mission: To deliver enriching experiences and exceptional results for our investors, employees, and residents.

Vision: Be the preeminent partner for investors, employees, and residents in the student housing sector.

We Collectively Stand Behind Our Five Core Values:

• Steady in all seasons
• Question the status quo
• Unparalleled engagement
• Authentic and genuine
• Dedicated to We before Me