Resident Services Manager

Castle Group - Plantation, FL

Full-time - Mid Level

Plantation, FL

Professional, Scientific, and Technical Services

About the position

The Resident Services Manager is responsible for overseeing the Resident Services Department, ensuring smooth daily operations, and providing exemplary customer service in alignment with the values of Castle Group. This role involves mentoring and coaching team members, managing performance, and collaborating with Property Managers and other departments to enhance service delivery.

Responsibilities

• Oversees the performance management cycle of the Resident Services Department daily, serving as a mentor and coach to develop the team.
• Ensures the daily operations of the department run smoothly.
• Handles all walk-in customers in a timely manner.
• Monitors calls for team compliance with guidelines, reviews agent's follow-up reports, and writes meaningful reports for the supervisor.
• Trains new hires and provides ongoing training for team members.
• Analyzes team performance and response time through ticket management and service level agreements.
• Processes payroll and time off requests for the Resident Services Team.
• Conducts annual reviews for direct reports.
• Implements changes within the department as needed.
• Assists residents with complex account balance inquiries.
• Updates after-hours answering services rosters.
• Maintains effective communication with the team regarding ongoing and pending issues.
• Provides alternate assistance with the Resident Services team as needed and covers desk shifts when required.
• Develops the skillset and knowledge needed to perform all responsibilities of the Resident Services team when coverage is required.

Requirements

• High school diploma or equivalency required.
• Associate's degree with concentration in business preferred, or equivalent combination of education and experience.
• CAM license is required.
• 3+ years of property management experience is required.
• Strong administrative background is necessary.
• Excellent verbal and written communication skills.
• Excellent interpersonal and conflict resolution skills.
• High attention to detail and organizational skills.
• Strong leadership skills with the ability to coach and mentor team members.
• Strong analytical and problem-solving skills.
• Strong working knowledge of customer service principles and practices.
• Ability to prioritize tasks and delegate when appropriate.
• Ability to act with integrity, professionalism, and confidentiality.
• Proficient with Microsoft Office Suite or related software.
• Ability to type 40 WPM with accuracy.
• Ability to work independently and in a team environment.

Nice-to-haves

• Multiple language fluency is desirable, but not necessary.