About FLATS
FLATS®, by Collective Residential, is a real estate company built around lifestyle and known for its creative approach to urban apartment living. We pride ourselves on being “anything but expected,” with a mission to “bring big style to smart spaces.” Through thoughtfully designed homes and smart technology, we create what we call the FLATS life: homes with soul that embrace value, individuality, and community.
Position Overview
The Resident Manager at The Teller House and The Winnie is accountable for onsite operations centered on the resident life cycle at both communities. The Teller House is a high rise with 176 apartments, and The Winnie is a low rise with 84 apartments. Both offer studios and one bedroom homes. You’ll manage the resident experience from first tour through move out, with the goal of the highest possible resident satisfaction. You’ll train, mentor, and develop the team, and help meet owner and partner performance goals, including the operating budget and marketing plan.
This position supervises and trains the leasing consultants and reports to the Property Manager. It is fully onsite. The work schedule is Tuesday through Saturday. Hybrid and remote work are not available.
Requirements
Conduct all business in line with company policies and procedures
Maintain appropriate resident communications
Keep accurate property records, including lease agreements, applications, renter’s insurance, and related documentation
Report all liability and property incidents to the Property Manager immediately and make sure incident reports are filed according to best practices
Team Leadership
Maintain the leasing staff schedule and approve payroll based on business needs
Hire, train, motivate, supervise, and when needed terminate onsite leasing team members, in collaboration with the Property Manager. This includes onboarding, annual performance reviews, and timesheet approval
Lead ongoing training with office staff on paperwork, workplace safety, and other topics as needed
Reporting and Customer Experience
Prepare daily, weekly, and monthly reporting on leasing activity and operations
Build a strong customer service culture
Guide the leasing team so reputation management, social media, website, and internet listing service (ILS) engagement meet business benchmarks
Monitor customer experience surveys, celebrate wins, spot areas for improvement, and work with the team to put solutions in place
Property and Resident Operations
Conduct physical property inspections to keep curb appeal at a high standard
Manage the make ready process with the Chief Engineer so every resident gets a great move in experience
Work with service teams to resolve problems quickly, and own the resolution of resident complaints
Organize and coordinate resident engagement events
Leasing and Renewals
Give informative, personalized tours that turn into new leases
Hold personalized renewal conversations to understand residents’ current and future needs and secure renewals
Qualifications
Education
Bachelor’s degree or designation in a related field. Two years of management experience may be considered in place of a degree
Experience
2 to 3 years of experience in multifamily leasing or property management
Background in customer service and team leadership, with a proven track record
Knowledge of landlord and tenant law
Excellent attention to detail and organizational skills
Strong computer skills, including Yardi and Microsoft Office 365 (Excel, PowerPoint, Word, and Teams)
Property management experience and team management preferred but not required
A leasing license or broker’s license, or the ability to obtain one within 120 days of hire, as required by state license law
Work Environment and Physical Demands
This onsite position works in a professional office environment within the community. The role regularly requires talking and listening, and frequently requires standing, walking, using hands to handle or feel objects, and reaching with…