Resident Services Manager
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What you'll do
- Lead reputation management initiatives across review platforms and internal feedback channels.
- Mediate and resolve resident complaints with empathy and professionalism.
- Manage delinquency notices and financial backing follow-up support.
- Coordinate mutual terminations in accordance with company and legal standards.
- Lead crisis management efforts, collaborating with leadership and emergency services.
- Oversee resident insurance compliance and follow-up efforts.
- Organize and execute resident events to build community engagement and support retention.
- The RSM will assume responsibility for managing ETM staff only in the absence of a General Manager, such as during PTO or vacancies.
- Oversee leasing workflows and generate lease documents in Entrata.
- Provide backup support for lead follow-up, sales calls, and lease execution.
- Manage immediate move-ins, inspections, and unit transfers.
- Lead Entrata BUA management and maintain accurate dashboards for leasing and reviews.
What they're looking for
- 2+ years of experience in property management, leasing, or resident services
- Strong interpersonal, conflict resolution, and customer service skills
- Ability to handle crisis situations and manage sensitive conversations
- Familiarity with Entrata or similar property management software
- Highly organized with the ability to manage multiple priorities
- Proficiency in Microsoft Office and social media platforms
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
Want to learn more about The Scion Group? Check out our website.
We're hiring immediately!
We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas.
The Opportunity
The Resident Services Manager plays a key leadership role in fostering a high-quality living experience for residents through proactive service, relationship management, and efficient operations. This individual is responsible for overseeing all aspects of resident satisfaction, communication, and engagement while supporting leasing, marketing, and compliance initiatives. The role requires strong interpersonal skills, a detail-oriented mindset, and the ability to manage sensitive situations with professionalism.
Your Benefits
• FLSA Status: Exempt
• Discretionary annual bonus
• Paid Time Off
• Floating holidays
• Health Insurance
• Dental Insurance
• Vision Insurance
• 401k Matching
• Paid Parental Leave
• Learning reimbursement opportunities
The Responsibilities
Resident Relations & Community Experience
• Lead reputation management initiatives across review platforms and internal
feedback channels.
• Mediate and resolve resident complaints with empathy and professionalism.
• Manage delinquency notices and financial backing follow-up support.
• Coordinate mutual terminations in accordance with company and legal standards.
• Lead crisis management efforts, collaborating with leadership and emergency
services.
• Oversee resident insurance compliance and follow-up efforts.
• Organize and execute resident events to build community engagement and support
retention.
• The RSM will assume responsibility for managing ETM staff only in the absence of a
General Manager, such as during PTO or vacancies.
Leasing & Occupancy
• Oversee leasing workflows and generate lease documents in Entrata.
• Provide backup support for lead follow-up, sales calls, and lease execution.
• Manage immediate move-ins, inspections, and unit transfers.
• Lead Entrata BUA management and maintain accurate dashboards for leasing and
reviews.
Operational Support
• Support the General Manager in managing Entrata dashboards and performance
metrics.
• Partner with accounting and operations on delinquency, financial aid, and related
processes.
• Ensure timely processing of lease paperwork, renewals, and notices to vacate.
Marketing & Social Media
• Collaborate on local marketing campaigns and leasing promotions.
• Lead or co-manage social media efforts to promote events, resident engagement,
and leasing updates.
Season or Situation-Specific Focus Areas
• Assist with seasonal or emergency-specific responsibilities, such as vacant position
coverage, legal correspondence, Fair Housing matters, crisis management, and
capital project planning or support.
• Display flexibility, sound judgment, and cross-department collaboration in evolving
situations.
What We Require
• 2+ years of experience in property management, leasing, or resident services
• Strong interpersonal, conflict resolution, and customer service skills
• Ability to handle crisis situations and manage sensitive conversations
• Familiarity with Entrata or similar property management software
• Highly organized with the ability to manage multiple priorities
• Proficiency in Microsoft Office and social media platforms
Relevant Systems and Platforms
• Entrata (Property Management System)
• Microsoft Office
• Social Media Platforms
Operational Details
• Job location is at the assigned community.
• Full-time, on-site position.
• Will be called upon to provide additional support to other communities within the
portfolio beyond your home property, based on operational needs.
• Evening or weekend availability may be required, especially during move-in/moveout periods, peak leasing seasons, emergencies, and inclement weather needs.
Who is Scion?
At The Scion Group, we’re changing what student housing means. It’s bigger than beds and buildings. It’s about providing unique experiences and creating communities — both on and off campus — that feel less like a place and more like a home. As one of North America’s leading owners, operators and advisors of student housing, we are defining the future of student living.
Taking the student housing industry by storm starts by surrounding yourself with the right people. We want trail blazers and risk takers. Go-getters and game changers. We want dreamers and doers. From operations to accounting, advisory to finance, we’re building a team to help us take student living to the next level.
At Scion, we don’t just lead the way, we Make Way. How do we do it? We know we’re far from perfect and we’re relentless in finding ways to better ourselves. You'll come to find out that Make Way is a call to action to pave your own path and to lead, not follow. It’s what sets Scion apart and secures our spot as one of the fastest growing, industry-leading companies.
Company
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