UDR - Opening Doors to your future · 1 week ago
Resident Services Manager 2
Woodbridge, VA
Full-time
Onsite
Mid, Senior Level
2+ years expUDR is seeking a Resident Services Manager 2 to join our team at The Enclave. This role focuses on managing customer service aspects to foster a positive community and oversee various operational processes to ensure the community meets high standards.
Commercial Real EstateCommunitiesProperty ManagementReal EstateReal Estate Investment
Responsibilities
Ensure community is ready for business and meets established physical standards daily as listed below:
Walk community daily; open and close all “showing” units. Monitor property including office space, restrooms, amenity areas, parking lot and “show” apartments to ensure they meet UDR’s quality, cleanliness and presentation standards and proactively monitor battery upkeep of smart locks
Refresh community’s signage, write and distribute collateral as needed to support the drive for occupancy and improve community image
Provide the best standard of quality and service through resident relations:
Answer all resident and guest questions professionally and timely, balancing the needs of both internal and external customers. Implement strategies to improve quality of customer service
Proactively launch self-guided tours and/or provide guided community tours for prospects, lend assistance, and provide information pertaining to short-term rentals, corporate housing opportunities and guest suite rentals
Conduct move-in orientation sessions for new residents and assist with annual renewal conversations with existing residents if needed
Oversee the Customer Survey Program by ensuring that that there is immediate follow up to residents upon the completion of each service request via an e-mail or text notification which includes the ability to request a follow up phone conversation. Follow-up phone calls to residents to gather more information on the quality and satisfaction of service requests
Oversee and ensure the maintenance related matters are resolved and/or escalated to the Service Manager to be addressed immediately. If additional service is required, continue to follow up until the issue is resolved
Complete various accounting and financial functions associated with driving and supporting community operations:
Work closely with Business Manager to complete required financial responsibilities
Conduct Purchase Card (P-card) reconciliation for community
Lead Winning Team By Professional Example, Taking Ownership And Personal Interest In Direct Reports, If Applicable To Drive Results And Team Performance
Host daily and weekly team huddles to discuss community/resident/operations issues and concerns, provide update to team regarding policies, practices, company or team initiatives, training and team building
Hire and train new staff and develop staff to maximize potential
Monitor staff performance to include performance and address performance problems through corrective action and dismissal. Assist direct reporting staff to address and resolve concerns or complaints involving job duties and job descriptions, performance standards, relations with coworkers, relations with supervisors and managers
Approve time records and requests for time off
Complete administrative tasks associated with community operations as it relates to outside vendors, communication telecom and IT systems:
Manage vendor keys according to UDR’s policies and procedures
Source new vendors as needed in order to maintain community appearance and resident services
Maintain community telecom and computer equipment, while serving as a partner to IT to troubleshoot system issues and test systems
Manage And Complete a Variety Of Tasks Which Range From Simple To Complex; All Of Which Are Associated With Driving And Supporting Community Operations
Prepare, communicate, and deliver all resident specific and community letters and notifications, legal notifications, in addition to the management of the new resident move-in process, documentation and the issuance of all community keys, fobs, remotes, parking permits and parking assignments
Review, monitor, administrate and sign leases as required and needed
Enforce all policies and procedures. Maintain compliance related to lease agreements including the review and authorization of all leases and ensuring community records (leases, addenda, reports, etc.) are maintained in accordance with stated legal requirements, company policies and/or procedures
Plan and manage all community events
Manage and maintain exemplary community website, social media campaigns, outreach marketing efforts for the community to drive occupancy and increase visibility, including PeerSpace, Craiglist, etc
Maintain acceptable NPS scores and facilitate Reputation Management Process
Utilize the Sugar CRM to effectively manage resident relations, service requests and resident communications
Smart Rent Management and Package and Parcel Management
Investigate, address, and resolve all community and resident issues, disturbances, complaints, and any crime-related activities/inquiries, including the dispatch for patrol services. Complete incident report for Risk Management as needed
Serve as organizational representative along with the Business Manager for court appearances regarding non-payment and/or other legal action taken, small claims and UD hearings as necessary or required
Manage key policy and process by providing keys to residents or contractors and documenting in accordance with the “Key Policy”
Oversee inventory and replenishment of community office supplies and refreshments for office, residents, and guests
Develop and maintain emergency action procedures for the properties
Work closely with the Centralized Admin, Centralized Sales and Renewal teams to ensure leasing and renewal goals are met
Ensure leadership style creates a productive, motivated, informed, inspired, engaged and goal-oriented team
Comply with all Company policies and procedures related to employment
Commit to Living the UDR Values each day in every action taken when executing the essential functions of the job
Perform other duties as assigned or needed
Qualification
Required
Bachelor's Degree in Business, related field, or its equivalent, preferred. In lieu of degree, equivalent experience in residential properties, marketing and website development, or related business operations is required
Minimum 2 to 5 years property management experience in onsite office operations, leasing, administration, customer service as well as experience in special events, marketing, and website management preferred
Minimum of two years' management or supervisory experience is required
Experience in customer service positions in hotel properties, rental operations, or related upscale service business is preferred
Must have and maintain a valid driver's license unless otherwise noted
Knowledge of organizational policies and procedures
Knowledge and understanding of business concepts and research principles, processes, and techniques
Knowledge of the principles of strategic business decision-making
Ability to apply policies and procedures to solve everyday business issues
Understanding of overall property management
Must know and follow the Fair Housing laws
Knowledge of principles and methods for promoting property
Strong customer service and personnel management skills
Ability to develop and prepare business analysis and plans
Established ability in the use of social media websites like facebook, twitter, and pinterest
Demonstrated ability in budgeting and financial planning
Highly organized and demonstrated project management skills
Ability to exercise initiative, problem solving and decision-making skills
Demonstrated understanding of social media campaigns
Ability to provide web-based analytics and recommendations
Ability to work a flexible schedule based on event calendar
Ability to motivate, develop, and direct people as they work, identifying the best people for the job
Ability to apply the principles and practices of work leadership and management
Ability to motivate the community team and manage their performance in accordance with company policies, values, and business practices
Proven exceptional communication skills both written and verbal with an outgoing personality
Performs duties that require considerable initiative, independent judgment, and strong communication skills
Demonstrated knowledge and familiarity with community and rental property operations
Ability to work in conjunction with residents, prospective residents, Company managers, and associates
Ability to respond to common inquiries or complaints from subordinates, residents, regulatory agencies, or members of the business community
Polished interpersonal skills both in person and by phone, with high professionalism
Knowledge of computer systems and applications
Must have experience with computer skills including Excel, word processing programs, internet, and e-mail at a highly proficient level
Demonstrated proficiency in the use of the internet and internet searches
Ability to create, compose, and edit written materials
Requires mobility sufficient to travel
Some bending, stooping, and stretching
Occasionally lifting items weighing up to 30 lbs
Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator, and other office equipment
Requires normal range of hearing and eyesight to record, prepare, and communicate appropriate reports
Regular and consistent attendance on the job is an essential function
Normal office environment
Incumbents must be able to physically access all exterior and interior parts of the community and amenities
Periodic exposure to outside elements where temperature, weather, odors, and/or landscape may be unpleasant and/or hazardous
Time commitment and schedule may vary based on the event schedule
Some weekend and evening work will be required
Company
UDR - Opening Doors to your future
UDR, Inc.
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
$401.9M2024-08-12Post Ipo Debt· $300M
2015-08-19Post Ipo Secondary· $101.9M
1978-01-13IPO
Leadership Team
Tracy Hofmeister
SVP - CAO
Harry Alcock
Chief Investment Officer
Recent News
MarketScreener
2026-01-06
2026-01-06
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2025-12-19
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