Resident Services Manager

Job Description

Job Description

Hiring Immediately!!!

At Marquette Management, we believe the resident experience is everything. We are seeking a Resident Services Manager to join our team at Pavilion Apartments in Chicago, IL, a thriving 1,115-unit community where the city and suburbs meet. This individual will serve as the front-line owner of the resident experience, providing responsive service, proactive communication, and thoughtful follow-through that builds trust, drives retention, and protects occupancy.

The Resident Services Manager partners closely with the Property Manager, Leasing Team, Maintenance Team, and Resident Services Team to drive renewal performance, reduce resident turnover, enhance resident engagement, and support the community’s financial goals. This role combines leadership, customer service, relationship management, revenue awareness, and operational execution to create a resident experience that encourages lease renewals and strengthens community culture.

Job Accountabilities

Lease Renewals & Retention

Own the renewal process and achieve community retention goals.

Resident Services Leadership

Lead the Resident Services function to deliver an exceptional resident experience, strengthen resident relationships, increase resident satisfaction, and support occupancy and retention goals.

Resident Experience & Community Engagement

Create an environment where residents feel valued, connected, and supported.

Occupancy & Revenue Performance

Support property performance through increased resident retention and reduced turnover.

Leadership & Team Development

Serve as a member of the community leadership team and contribute to the overall success of the property.

Qualifications

Education & Experience

• High school diploma or equivalent required.
• Associate or bachelor’s degree preferred.
• Minimum of two to three years of property management, leasing, resident services, hospitality, customer service, or related experience.
• Previous supervisory experience preferred.
• Experience using Yardi or similar property management software preferred.

Skills & Abilities

• Strong leadership and coaching abilities.
• Exceptional customer service skills.
• Excellent communication and relationship-building capabilities.
• Strong organizational and time-management skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving and conflict-resolution skills.
• Working knowledge of Microsoft Office applications.

Key Success Measures

• Renewal conversion rate
• Resident retention rate
• Online reputation score
• Resident event participation
• Escalated issue resolution rate
• Team engagement and development
• Turnover reduction
• Revenue retained through renewals

What's in it for you?

• Exciting and challenging career for talented people seeking growth and commitment
• Exceptional training programs
• 401K + Matching
• Medical, Dental and Vision insurance, STD, Life Insurance
• 13 Paid Time Off Holidays/Community Service Day/Cultural Diversity Day
• Starting salary range $59,000-$62,000 based on experience
• 10% Bonus based on base salary, subject to performance, paid quarterly

We believe in equity. We celebrate the unique backgrounds and lived experiences of our employees. We value the differences that continue to make us the most authentic versions of ourselves in our professional and personal lives. We strive to provide a safe and supportive environment where people from all walks of life can thrive, making us the best place to work, live, and invest.

Text resmanager at View phone number on ziprecruiter.com to start a career with Marquette. Come join Marquette's environment of excitement, personal fulfillment, and unique culture!

We want employees that will work WITH US, NOT FOR US.