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Description

Position Summary

The Community Manager is responsible for maintaining operational excellence, achieving business objectives, and fostering a positive living environment for residents. This leadership role requires exceptional customer service, financial oversight, and the ability to manage all aspects of community operations. The Community Manager leads the onsite team, ensures resident satisfaction, and drives property performance to meet financial and operational goals.

Key Responsibilities

Sales & Marketing

Lead and oversee all leasing activities, ensuring high closing ratios and an exceptional prospect experience.

Greet prospective residents, establish rapport, and assess their housing needs.

Handle all inquiries via phone, email, and in-person, providing accurate information and addressing concerns promptly.

Ensure timely and accurate processing of lease applications, including applicant verification and approval communication.

Conduct ongoing market research, analyzing competitors' pricing, promotions, and amenities to refine marketing strategies.

Maintain accurate leasing and occupancy data, generating reports as needed.

Ensure the office, clubhouse, model units, and available apartments consistently meet high presentation standards.

Oversee social media content, digital marketing initiatives, and outreach efforts to enhance community visibility and engagement.

Manage the preparation of move-ins, including unit inspections, welcome package assembly, and resident coordination.

Stay well-informed about the surrounding neighborhood to serve as a knowledgeable resource for residents and prospects.

Operations & Compliance

Oversee rent collection and deposit processing, ensuring accuracy and adherence to financial policies.

Maintain and update resident accounts in Appfolio, ensuring compliance with leasing policies and financial procedures.

Issue and enforce legal notices, including late payment, eviction, and returned check memos, in accordance with company policies and local regulations.

Lead and participate in revenue management calls, contributing insights on pricing strategies and occupancy trends.

Supervise and provide leadership to Leasing Consultants, Concierge team members, and other onsite staff.

Ensure the proper execution of lease agreements, renewals, and all related documentation.

Ensure strict compliance with Fair Housing laws, federal, state, and local regulations, and company policies.

Oversee resident communications, including notices, updates, and service requests, to foster engagement and community satisfaction.

Maintain accurate reports on vacancies, notices to vacate, leasing activity, and revenue performance.

Attend company meetings and industry training sessions to stay updated on best practices and emerging trends.

Customer Service & Resident Relations

Establish and uphold a culture of exceptional customer service, ensuring prompt and professional resident interactions.

Take proactive ownership of resident concerns, providing timely and effective resolutions.

Oversee the new resident onboarding process, ensuring smooth transitions and a welcoming experience.

Implement initiatives to enhance resident engagement, retention, and overall satisfaction.

Monitor and follow up on service requests, ensuring timely completion and resident approval.

Conduct regular property inspections, reporting maintenance needs and ensuring adherence to community standards.

Requirements

Qualifications

Education & Experience

High school diploma or equivalent (GED) required.

Minimum of three years of property management experience (required).

One year of experience as an Assistant Community Manager (required).

Knowledge of Fair Housing regulations (required).

Experience with MFTE programs (preferred).

Proficiency in Appfolio and Google Suite (preferred).

Background in multifamily property management, retail sales, or hospitality.

Skills & Competencies

Strong leadership, verbal, and written communication skills.

Ability to resolve resident concerns professionally and efficiently.

In-depth knowledge of local market conditions, pricing strategies, and competitive properties.

Competence in managing administrative tasks, financial records, and lease documents.

Proficiency in Appfolio, Google Suite, and other property management software.

Strong problem-solving skills with the ability to think strategically and make informed decisions.

Basic arithmetic skills, including addition, subtraction, multiplication, and division.

Ability to reliably commute or relocate before employment.

Flexible availability, including weekends and assigned schedules.

Benefits

Competitive compensation.

Comprehensive medical, dental, and vision coverage.

401(k) retirement plan.

Paid time off, including six paid holidays.