Resident Relations Manager

Job Description

Job Description

The Resident Relations Manager is responsible for building and maintaining positive relationships with residents throughout the community. This position serves as a primary point of contact for resident concerns, questions, and service needs and works closely with the Property Manager, maintenance team, and office staff to provide an excellent resident experience. The Resident Relations Manager helps promote resident satisfaction, retention, and a positive community environment while supporting the overall operations of the property.

• Provide friendly, professional, and responsive service to residents and prospective residents.
• Serve as a primary point of contact for resident questions, concerns, complaints, and requests.
• Build positive relationships with residents and promote a welcoming community environment.
• Respond to resident concerns promptly and work toward appropriate and timely resolutions.
• Follow up with residents to ensure concerns and service issues have been addressed.
• Communicate resident concerns and unresolved issues to the Property Manager and appropriate team members.
• Work closely with the Maintenance Supervisor and maintenance team to ensure resident maintenance concerns and work orders are communicated and addressed appropriately.
• Monitor resident work orders and follow up on outstanding or recurring maintenance concerns.
• Assist with resident move-ins and move-outs, including inspections, communication, and coordination with the property team.
• Assist with lease renewals and resident retention efforts.
• Help identify opportunities to improve resident satisfaction and reduce resident turnover.
• Assist with resident events, community activities, and other resident engagement initiatives.
• Communicate community policies, procedures, and expectations to residents in a professional and consistent manner.
• Assist with notices, resident communications, and other property correspondence.
• Maintain accurate and timely resident records, notes, and documentation.
• Handle sensitive resident information professionally and maintain confidentiality.
• Assist the Property Manager with resident-related administrative tasks and property operations as needed.
• Work closely with the Property Manager and office team to address resident issues and maintain positive resident relationships.
• Assist with collections and resident account questions as directed by the Property Manager.
• Help monitor the appearance and condition of common areas and report maintenance, cleanliness, or safety concerns.
• Follow Fair Housing requirements and Northstar Properties policies and procedures.
• Maintain professional and respectful communication with residents, employees, vendors, and visitors.
• Support other Northstar Properties and teams when needed.
• Follow Northstar Properties' mission, core values, policies, procedures, and standards at all times.
• Perform other duties as assigned.

The Resident Relations Manager is expected to demonstrate exceptional customer service, professionalism, patience, accountability, communication, organization, and problem-solving skills. This position should build trust with residents, follow through on commitments, communicate effectively with the property team, and help create a positive living experience for residents while supporting the goals and standards of Northstar Properties.