Resident Services Manager

Description

Position at Mac Properties

Mac Properties is a dynamic, growing private residential real estate company with communities in Chicago, St. Louis, and Kansas City. We are seeking an experienced Resident Services Manager to lead resident services operations across our Kansas City portfolio.

In this role, you will oversee the Resident Services team and help create a consistent, high-quality experience for residents throughout every stage of their residency. You will establish service standards, improve departmental processes, develop team members, and partner with other departments to address resident needs and strengthen overall satisfaction.

This is a full-time, benefits-eligible position with an annual salary of $65,000.

Key Responsibilities

• Recruit, onboard, train, coach, and develop Resident Services team members.
• Set clear performance expectations and ensure the team delivers prompt, courteous, and professional service.
• Monitor department activities, workloads, service levels, and performance metrics.
• Adjust work assignments and provide ongoing feedback and performance management as needed.
• Manage Resident Services team schedules to ensure appropriate coverage across the Kansas City portfolio.
• Oversee resident move-in and move-out processes, ensuring each experience is handled accurately, efficiently, and professionally.
• Oversee lease renewal activities and ensure all renewal documentation is completed accurately and on time.
• Ensure delinquency outreach and required notices are completed consistently and within established timelines.
• Manage escalated resident concerns and support the team in resolving complex service issues.
• Partner with Maintenance and other departments to identify recurring concerns, improve resident-facing processes, and address trends related to work orders, move-ins, and resident survey results.
• Draft, review, and proofread resident notices, correspondence, and other communications.
• Develop and standardize departmental procedures and service best practices.
• Ensure the Resident Services team understands and follows company policies, procedures, and all applicable federal, state, and local laws.
• Perform additional duties and assignments as needed.

Qualifications

• At least three years of experience in multifamily property management, resident services, customer experience, or a related field.
• Previous experience leading, coaching, or developing a team.
• Strong commitment to providing responsive and professional resident service.
• Excellent written, verbal, and interpersonal communication skills.
• Ability to interact professionally with residents, prospects, visitors, peers, and company leadership.
• Strong organizational and time-management skills, with the ability to prioritize competing responsibilities and meet deadlines.
• Ability to handle sensitive or confidential matters with professionalism, sound judgment, and discretion.
• Strong problem-solving skills and the ability to remain composed when managing escalated resident concerns.
• Proficiency with Microsoft Office.
• Experience using Yardi and EliseAI is strongly preferred.
• Bachelor’s degree in business, property management, hospitality, or a related field is preferred. Relevant experience may be considered in place of a degree.

Benefits and Perks

• Comprehensive medical, dental, and vision insurance
• 401(k) retirement plan
• 30% employee rent discount for eligible full-time employees
• Educational reimbursement
• Professional development and career-growth opportunities

Please be advised that ALL new hires will be required to successfully complete a criminal background investigation prior to employment. The receipt of satisfactory responses to reference requests and the provision of satisfactory  proof of an applicant's identity and legal authority to work in the United States are also required .

About Mac: We believe that the quality of one’s life is directly related to the quality of one’s home. Since 2002, we have been creating rental homes and investing in neighborhoods for our residents in Chicago, Kansas City, and St. Louis. Our vision is to enable better lives through better homes- for our residents, our communities, and our colleagues.