On-Site Resident Services Manager - Worcester, MA

RESIDENT SERVICES MANAGER

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 lead a team of maintenance technicians and coordinators, work with outside vendors, and collaborate with 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.

This is a fully on-site role, five days a week, based in Worcester, MA. This role reports to the Head of Portfolio and is supported by two additional Resident Services Managers, providing collaborative oversight and backup across the broader portfolio.

You must be the type of person who…

• is a confident leader who can motivate a team, hold people accountable, and develop talent
• can work independently and take full ownership of their portfolio without needing to be managed
• 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 residents 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 New England, metro New York City, and Denver, with a comprehensive array of services across residential and multifamily commercial real estate—including property management & leasing, sales brokerage, investment sales, construction, and new development. Founded in Boston, MA, in 2003 and headquartered in Back Bay, CHARLESGATE has the distinct honor of being one of only 4% of companies that've been on the Inc. 5000 list of fastest-growing private companies in America five times.

Our Vision:

To inspire and empower our clients, our team, and our communities through comprehensive real estate solutions.

Our Core Principles:

MOVE MARKETS & WIN TOGETHER | We're not order takers. We're partners who drive transformative wins through critical thinking and aligned action.

SPEAK HARD TRUTHS | Seek first to understand the perspectives of others.

CHALLENGE CONVENTIONS | Status quo is the enemy of value. We mine the gap between what is and what could be to unlock more value.

OWN IT | Results matter more than effort. Accountability means rising above your circumstances. We commit fully to getting it done right.

PEOPLE > EVERYTHING | Creating better outcomes for the people we serve is our highest calling. Everything we do is delivered with genuine hospitality.

Equal Opportunity Statement

CHARLESGATE Property Management is committed to providing equal employment opportunities and complying with all applicable federal, state, and local laws. We strive to maintain a work environment free from harassment, discrimination, or retaliation based on age, race, color, national origin, ancestry, religion, sex, sexual orientation (including transgender status, gender identity or expression), pregnancy (including childbirth, lactation, and related medical conditions), physical or mental disability, genetic information, veteran status, uniformed service member status, or any other protected status.