Traveling Customer Service Manager

Traveling Customer Service Manager
Job Description

The Traveling Customer Service Manager provides hands-on management support across multiple multifamily communities within an assigned area. Working under the direction of the Regional Director, this role travels between properties to fill coverage gaps, support onsite teams, and maintain consistent operations and resident service. The Traveling Customer Service Manager steps in where needed, including during staffing transitions, lease-ups, turnarounds, and periods of high activity, to keep daily operations running smoothly, support leasing and occupancy goals, and ensure a positive experience for residents and team members.

The essential functions include, but are not limited to the following:

• Travel between assigned properties to provide onsite management coverage and support daily operations during staffing vacancies, leave periods, transitions, or periods of high activity.
• Serve as a point of contact for residents at assigned properties, responding to inquiries, service requests, and concerns with professionalism and a customer-first approach, and escalating matters to the Regional Director as needed.
• Support onsite teams with leasing activities, including tours, lead follow-up, application processing, move-ins, move-outs, and renewals, to help meet occupancy and retention goals.
• Conduct property walk-throughs to assess curb appeal, unit readiness, and overall property condition; identify maintenance needs and coordinate follow-up with maintenance teams.
• Monitor property performance indicators, including occupancy, leasing activity, delinquency, and work order status, and report observations and concerns to the Regional Director.
• Assist with rent collection and delinquency follow-up in accordance with company procedures.
• Train, coach, and support onsite staff on company policies, procedures, systems, and customer service standards.
• Support lease-up, renovation, and turnaround efforts, as well as the onboarding of newly acquired communities, as directed by the Regional Director.
• Stay informed on local market conditions, competitor properties, and resident expectations, and share insights to support leasing and service improvements.
• Ensure compliance with company policies, Fair Housing regulations, and other applicable laws at each property supported.
• Support community initiatives, resident events, and outreach efforts that foster a positive and welcoming environment.
• Provide feedback and recommendations to the Regional Director on operational improvements and the resident experience.

• High school diploma or equivalent required; Bachelor's degree in Business Administration, Real Estate, or a related field a plus.
• Minimum of 2 years of experience in multifamily property management, leasing, or customer service; Property Manager or Assistant Property Manager experience preferred.
• Strong customer service, interpersonal, and problem-solving skills, with a positive, solution-driven approach.
• Ability to adapt quickly to different properties, teams, and priorities in a fast-paced, multi-property environment.
• Ability to work independently and collaboratively, and to handle confidential information with professionalism and discretion.
• Proficient in Microsoft Office (Word, Excel, Outlook) and property management software (e.g., Yardi, RealPage).
• Willingness to work variable hours, including evenings, weekends, and holidays, as needed.
• Ability to travel approximately 50–60% of the time; valid driver's license and reliable personal vehicle required for travel between properties.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions. While performing the duties of this position, the employee may alternate between standing, walking, and sitting at a desk to handle paperwork, review property files, complete data entry, manage correspondence, and participate in team or resident meetings. The role also includes frequent walking throughout each property, conducting tours and leasing demonstrations, and navigating stairs and uneven terrain as part of regular community walks and inspections. The employee may be required to bend, stoop, squat, and climb stairs, as well as push or pull doors during property visits. Travel between assigned properties is required approximately 50–60% of the time, along with local travel for tasks such as banking and purchasing office supplies, requiring an operable personal vehicle and a valid driver's license. Occasional out-of-state travel may also be required. The employee may occasionally need to transport or move up to 25 pounds across varying distances.

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at-will” relationship.