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Action Property Management · 3 weeks ago

Resident Services Manager - Cottonwood Canyon Hills

Lake Elsinore, CA

Full-time

Onsite

Mid, Senior Level

$27/hr - $29/hr

3+ years exp

Action Property Management is the premier choice for homeowner’s association management, serving over 300 communities across 9 offices. The Resident Services Manager is responsible for fostering a positive resident experience by serving as the primary liaison for resident inquiries, managing complex issues, and contributing to community engagement initiatives.

CommercialProperty ManagementReal Estate

Growth Opportunities

Responsibilities

Serve as a senior point of contact for residents, addressing inquiries, service requests, and escalated concerns with professionalism, diplomacy, and a solutions-oriented approach

Provide guidance and support to Resident Services Coordinators and Administrative staff, assisting with training and mentoring as needed

Oversee the intake, tracking, and resolution of resident requests, ensuring timely follow-up and accurate documentation in company systems

Collaborate with the General Manager and other onsite staff to design and execute resident engagement programs, communications, and events

Coordinate with building operations, engineering, and security teams to ensure resident needs are met effectively and in alignment with community standards

Assist in enforcing association policies, rules, and regulations; communicate policy updates clearly and consistently to residents

Maintain detailed records of resident interactions, resolutions, and recurring concerns to identify trends and recommend process improvements

Prepare resident relations reports and updates for management and Board meetings as requested

Partner with the General Manager to develop strategies for improving resident satisfaction, engagement, and retention

Support new resident orientation and onboarding processes, ensuring a smooth transition into the community

Handle sensitive and confidential information with discretion and in compliance with company policies

Perform other duties as assigned

Qualification

Residential property managementCommunication skillsConflict resolution skillsProperty management softwareOrganizational skillsHOA regulationsLeadershipTeamworkAttention to detail

Required

Minimum of 3–5 years of experience in residential property management, hospitality, or a related customer service role

Strong communication skills (verbal and written) with the ability to manage complex or sensitive conversations

Excellent interpersonal and conflict resolution skills; ability to remain professional under pressure

Proficiency with property management software, Microsoft Office Suite, and other resident communication platforms

Strong organizational skills with attention to detail, accuracy, and follow-through

Ability to work independently and as part of a team, demonstrating leadership and initiative

Must be able to successfully pass a pre-employment background check and drug screening

Capable of lifting up to 25 pounds as needed

Preferred

Bachelor's degree in business administration, hospitality, real estate, or related field preferred; additional years of relevant experience may be considered in lieu of a degree

Prior experience in a supervisory, lead, or senior coordinator capacity strongly preferred

Knowledge of HOA rules, regulations, and governance is desirable