Resident Services Manager
RKW Residential
Revised: 3.2026 Summary:
The Resident Services Manager plays a key role in supporting the Property Manager by overseeing all resident-facing services and ensuring resident satisfaction. This position is responsible for addressing day-to-day resident needs, mentoring the onsite team, and managing the move-out process. The Resident Services Manager proactively enhances the resident experience, promotes retention, and ensures operational excellence in alignment with Arqline standards. Essential Duties and Responsibilities: Resident Experience & Retention:
Preferred Qualifications: Education:
The Resident Services Manager plays a key role in supporting the Property Manager by overseeing all resident-facing services and ensuring resident satisfaction. This position is responsible for addressing day-to-day resident needs, mentoring the onsite team, and managing the move-out process. The Resident Services Manager proactively enhances the resident experience, promotes retention, and ensures operational excellence in alignment with Arqline standards. Essential Duties and Responsibilities: Resident Experience & Retention:
- Promote resident satisfaction and retention by addressing concerns, resolving service issues, and responding promptly to resident requests in compliance with legal and procedural requirements.
- Manage resident communications by distributing relevant updates, responding to inquiries, and maintaining transparent, effective engagement.
- Conduct leasing presentations, highlighting property features, benefits, pricing, and amenities with a strong knowledge of the local market.
- Ensure timely generation, delivery, and completion of all applicant and move-in documentation in accordance with company policy.
- Oversee the resident move-out process, including home inspections and assessing applicable charges.
- Manage the renewal process by following up on renewal letters, finalizing new rates, inspecting homes, addressing resident questions, and ensuring all documents and charges are accurate.
- Ensure property systems (package delivery, security, Funnel, OneSite, access control, etc.) operate efficiently and are utilized in alignment with company policies, supporting property goals for these systems.
- Maintain data integrity by accurately entering and updating resident and prospect information in the property management system.
- Support, prepare and track performance reports that measure key metrics such as renewals, resident satisfaction, occupancy, traffic, conversion ratios, and application statuses.
- Research and troubleshoot data or reporting issues, escalating to appropriate support teams when necessary.
- Partner with vendors by responding to questions and facilitating coordination as needed.
- Work closely with the centralized accounting team to execute financial processes including delinquency management, final account statements, and eviction procedures.
Preferred Qualifications: Education:
- High school diploma or equivalent required; Bachelor's degree in Business Administration or similar field preferred.
- Minimum of 3 years of experience in multifamily property management.
- Background in sales, marketing, and customer service with the ability to support daily operations and drive property performance.
- Strong communication skills with the ability to prepare reports, maintain accurate records, and effectively resolve resident concerns.
- Proficiency in property management software (e.g., RealPage, OneSite, Funnel) and Microsoft Office Suite preferred.
- Excellent organizational and time management skills; ability to work both independently and as part of a team.
- While performing the duties of this job, the employee is regularly required to sit, stand, walk, and use hands to handle or feel.
- Ability to lift and/or move up to 25 pounds occasionally.
- Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Vacancy posted 5 days ago
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