Resident Services Manager - Multifamily Portfolio

Job Description

Job Description

Charlesgate Property Management is seeking a smart, organized, and proactive Resident Services Manager to join our growing team. This person is the primary contact for residents and the owner of all things related to resident experience. They also contribute to the overall performance of the portfolio which includes financial performance, physical building maintenance, and risk management. You will work with staff maintenance technicians, outside vendors, and our project management team as needed for maintenance, repairs, and capital projects. Management services are to be performed in a high-quality manner with a sense of urgency. Clients and property must be treated with the utmost respect and hospitality.

You must be the type of person who…

• is vigilantly organized and process driven
• is proactive and knows how to be creative to find solutions to problems
• can handle all types of personalities and does not rattle easily if a situation becomes stressful
• can easily work on multiple projects and deadlines simultaneously but can focus on the task at hand without being distracted
• is comfortable doing any task, big or small, to get the job done and help grow the business
• is an excellent communicator and is comfortable speaking with and writing to tenants and owners on a regular basis
• has a strong understanding of real estate financial reporting and budgeting
• has a strong understanding of multifamily residential physical property systems and equipment including plumbing, heating/cooling, electrical, and water/sewer
• has extremely high standards and is committed to completing tasks the right way

Requirements:

• B.A. or other university degree
• 3+ years of experience in residential property management

Duties & Responsibilities (examples of but not limited to…)

• Managing maintenance requests, proactively supervising maintenance technicians to ensure work order and project completion on time and on budget
• Proactively communicating with residents to provide ongoing updates and recommendations to prevent problems as part of excellent service protocol
• Scheduling and negotiating with vendors to provide proposals for repairs and improvements
• Scheduling and supervising preventative maintenance items for portfolio
• Conduct building walk-throughs, ensuring buildings look their best and communicating with owners on issues/ideas for improvements
• Troubleshoot building issues and manage appropriate vendors or staff to resolve issues
• Proactively follow up on delinquencies, ensuring timely rent collection
• Ensure all lease paperwork, charges, pass-through fees are properly documented
• Oversee the move-in/move-out process
• Coordinate with the leasing team to ensure all units are properly listed and marketed
• Oversee the renewal process
• Supervise vendors and staff on site where necessary.
• Handle on-call emergency service on nights and weekends (part of a rotation)

About CHARLESGATE

CHARLESGATE is an integrated real estate firm that empowers thousands of clients throughout Eastern Massachusetts with a comprehensive array of services across residential and multifamily commercial real estate - property management & leasing, sales brokerage, investment sales, construction, and new development. With deep, local roots, we were founded in Boston in 2003 and are headquartered in the Back Bay. We are rapidly growing, including making the Inc 5000 list of the fastest-growing private companies in America.

Our VISION is to inspire and empower our clients, our team, and our communities through comprehensive real estate solutions.

As a Values based firm, we are founded on the Core Principles of ETHICS. RELATIONSHIPS. RESULTS. as well as our Seven Fundamental Cultural Values that we expect our team to exhibit:

• Positive Attitude. Smile and move
• Empathy. Seek first to understand the perspectives of others
• Proactivity. Bias towards action using good judgement
• Ownership. See the big picture
• Curiosity. Think, learn and rapidly improve
• Resourcefulness. Be effective
• Communication. Be concise, articulate and make meaning clear

Employees First!

We are an employee first organization that believes that being committed to our employees first is the only way we can deliver the best service to our clients. Our office culture and work environment is second to none to promote harmony in all of our lives. We do everything we can to offer a comprehensive benefits package, including:

• Competitive salary.
• Health Insurance - Excellent and industry leading coverage.
• Paid time off - Liberal and flexible. Enjoy yourself.
• Company holidays - A lot. If it is a holiday, we take it off.
• 401K/FSA/supplemental insurance - All available.
• A support team like none other in the industry.

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