Resident Services Manager - Income Specialization - Multifamily
Charlesgate Property Management is seeking a smart, organized, and proactive Resident Services Manager *Income Specialization 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, resident retention, lease renewals, delinquency collections, compliance and resident communication. 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.
Summary
Reporting to the Head of Portfolio, the Resident Services Manager (Income Specialization) – Multifamily is a tenant-facing role responsible for delivering a consistent, high-quality resident experience across multiple Charlesgate-managed multifamily properties. This position serves as a key point of contact for residents at assigned properties and works closely with onsite teams, maintenance staff, and property management to ensure responsive service, clear communication, and operational consistency.
This role requires strong organization, mobility across sites, and the ability to build trust with residents while supporting Charlesgate’s operational standards across the portfolio.
Core Competencies
Owns execution and outcomes across resident accounts, lease administration and retention
Effectively manages resident communication and compliance across multiple properties
Proactively supports renewals, move-ins, transitions, and ongoing resident satisfaction
Ensures accurate documentation, billing, collections and income oversight
Conduct routine property visits and walkthroughs to identify operational, safety, or cleanliness issues
Serves as a central point of triage for resident and building communications
Assist with access control, keys/fobs, package management, and resident-facing building systems at portfolio sites
Tracks tasks to completion, maintains accurate records and meets deadlines
Bilingual in English and Spanish is a must
Duties and Responsibilities
Own results for all resident related outcomes across the portfolio.
Serve as the central point of triage for all resident-related communications.
Delegate tasks and follow-ups to assigned coordinators or onsite staff as appropriate.
Collaborate closely with leasing, accounting, and services teams to optimize portfolio performance.
Support resident communications, including notices, updates, and operational messaging across the portfolio.
Complete performance reviews of Resident Account Coordinator
Confirm renewal pricing in alignment with market conditions and ownership objectives
Send renewal notices, track responses, and secure executed agreements within required deadlines.
Coordinate with housing authorities regarding payments, lease compliance and required documentation.
Finalize outstanding balances, process move-out charges, and send accounts to collections when necessary.
Act as a liaison between residents and Charlesgate management, ensuring alignment and transparency.
Ensure all lease documents, charges, pass-through fees, and amendments are accurately completed and recorded.
Oversee move-in processes, ensuring compliance with lease terms and company standards.
Prepare and distribute move-in packets and coordinate keys, fobs, and access setup.
Coordinate with local Public Housing Authorities for Section 8 inspections, rent determinations and annual recertifications.
Monitor affordable housing compliance requirements and coordinate recertification documentation.
Send timely building notices, updates, and service communications to residents.
Ensure residents receive clear, consistent, and professional information across the portfolio.
Maintain accurate resident records, service logs, and documentation in property management systems.
Support leasing, inspections,…