Resident Services Manager

Job Description Harbor Group Management Company is a multi-billion dollar real estate investment and property management firm. As we continue to grow, we are looking for passionate, goal oriented, creative individuals with an entrepreneurial spirit and great communication skills. Harbor Group is dedicated to outstanding customer service and providing exquisite living experience for our residents. Resident Services Manager Job Title: Resident Services Manager Status: Non-Exempt Job Summary: The Resident Services Manager plays a critical leadership role in creating a welcoming, connected, and service-driven environment for residents. This position is responsible for managing resident satisfaction and retention strategies, resolving service issues, coordinating resident communications and events, and supporting the operational goals of the community. As a key liaison between residents and the property team, the Resident Services Manager helps foster a sense of community, improves quality of service, and ensures a high standard of living for all residents. Essential Duties & Responsibilities Serve as the primary point of contact for resident concerns and elevate complex issues as needed; respond to and resolve resident complaints in a timely, courteous, and effective manner. Monitor and follow up on service requests and move-in satisfaction; conduct 24‑hour call‑backs to ensure resolution and resident satisfaction. Collaborate with the leasing and management teams to support resident renewal efforts, identify retention opportunities, and deliver exceptional resident support throughout the lease lifecycle. Advise the Property Manager on emergency issues, critical feedback, or trends that could impact resident relationships or property performance. Develop, plan, and execute resident events, programs, and community‑building initiatives that foster engagement and satisfaction. Coordinate and produce resident communications, including newsletters, surveys, welcome materials, lease violation notices, and digital content for resident portals or community apps. Promote rentable amenities and services within the community to increase usage and generate additional revenue. Maintain and distribute resident welcome gifts, birthday acknowledgments, and move‑in resources such as keys/fobs/access credentials. Conduct regular property walks to inspect overall curb appeal, cleanliness, and readiness of amenities, model units, tour paths, and the leasing office. Support coordination of vendors and resident communications during maintenance events or emergency repairs. Monitor and respond to messages from the front desk phone, email, and answering service throughout the day. Review nightly reports from Courtesy Patrol and Valet services and follow up on incident reports or lease violations as needed. Assist in service quality improvement by using feedback systems such as Anyone Home (CRM), Reputation.com, or similar platforms to track resident sentiment and identify areas for enhancement. Lead and mentor front desk, concierge, or resident services team members where applicable. Participate in team meetings and cross‑functional collaboration to support community performance metrics. Contribute to marketing and branding efforts by enhancing the community’s public image through social events and resident satisfaction. Qualifications High School Diploma or equivalent. Minimum of 1 year of experience in the property management industry. Previous supervisory or team leadership experience is strongly preferred. Strong background in customer service, conflict resolution, and community relations. Proficient with Microsoft Office and Property Management software experience is a must. Experience with event planning, marketing, or public relations is a plus. Excellent organizational and communication skills with the ability to manage multiple tasks and deadlines in a fast‑paced environment. Flexibility to work weekends if required by the property. Valid driver’s license required (for operating golf carts if applicable). What We Offer Competitive Salaries & Bonuses 401(k) Plan with Employer Matching Contributions Paid Time Off (PTO) & 10+ Paid Holidays Flexible Spending Accounts Company‑Paid Long‑Term Disability Company‑Paid Life Insurance Short‑Term Disability Health Savings Account with Employer Contributions Wellness Perks FinFit Financial Wellness Program Legal Resources Employee Apartment Discount Employee Referral Program Employee Assistance Program Tuition Reimbursement Volunteer & Community Service Opportunities Employee Recognition & Awards Benefit eligibility will be determined at the time of hire. Eligibility for certain benefits may vary based on position, location, hours worked, and other qualifying criteria. Harbor Group Management is proudly an Equal Opportunity Employer EOE/M/F/D/V. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status. Skyline New Rochelle, 40 Memorial Highway, New Rochelle, New York, United States of America #J-18808-Ljbffr