POSITION TITLE: Community Manager DEPARTMENT: Resident Services REPORTS TO: Regional Manager CLASSIFICATION: Exempt JOB SUMMARY: The Community Manager is a business leader who focuses on resident customer service and manages operations, leasing activity, renewals, collections, financial reporting, supplies, and communications for an assigned residential community. VALUES MODELED: All employees are expected to find ways to bring our values to life every day by demonstrating: leadership, commitment, and integrity. MEASURES OF SUCCESS: Resident feedback on quality and timeliness of resident services provided; resident turnover.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Manage day-to-day leasing operations.
- Inspect community on a regular basis and verifies the condition of vacant units in order to minimize rental arrears.
- Manage daily community requirements and maintains long-range capital improvements planning.
- Ensure all monies received are deposited and recorded on a daily basis and confirms proper bookkeeping procedures are followed.
- Compile weekly/monthly community status reports.
- Promptly respond to resident concerns, comments, and/or complaints.
- Ensure that the proper move-in paperwork, keys, and remotes are prepared for a new resident.
- Operate the office in a professional, clean, uncluttered, and well-staffed manner.
- Inspect make-ready apartments prior to move in.
- Enforce occupancy policies and procedures.
- Maintain and/or create a resident renewal program to encourage resident retention.
- Create a sense of community at the community while maintaining the policy of non-fraternization.
- Prepare annual budgets. Keep accurate and updated financial reports.
- Manage community maintenance with the assistance of the service team.
- Organize incoming and outgoing inspections and prepare inspection reports.
- Implement preventive maintenance programs.
- Oversee improvement projects.
- Manage requests for repairs and maintenance and evaluates timely completion of work orders.
- Maintain compliance with required permits for operating the community, such as, pool, elevator, etc.
- Monitor electric, water, and gas usage on the community.
- Maintains and manages all financial responsibilities.
- Approve and submit invoices for payment in a timely manner.
- Maintain accurate records of community transactions and submits on timely basis (i.e., rent rolls, delinquency reports, move-in/move-outs, etc.).
- Complete variance reports and other weekly reports.
- Prepare annual budgets. Keep accurate and updated financial reports.
- Manages and monitors rental collection.
- Ensure rent and other charges are collected timely and posted daily.
- Ensure the proper legal notices are given and deadlines met concerning filing eviction, filing writs, and attending court hearings.
- Ensure compliance with community policies and lease agreements. Responds to violations and communicates with the residents.
- Assess move-out condition of apartments and has a final account statement sent with the final disposition.
- Immediately inform and refer any liability claims, legal complaints, or other violations to the Regional Manager and/or corporate office.
- Manages community personnel.
- Hire, train, and evaluate community staff.
- Create, mentor, and manage a cohesive community management team in accordance with policies.
- Coordinate orientation and ongoing training programs for community staff.
- Complete performance reviews for staff and makes recommendations for salary increases and/or advancement.
- Direct and control all personnel and resources to ensure the community is properly maintained and meets owner objectives.
- Manage time off for community management team and submit payroll for processing.
- Ensure staff receives new hire safety orientation as well as annual safety training.
- Coordinate with the Service Manager and attend monthly safety meetings and training for community staff; monitor the use of proper safety precautions on the community.
- Follow company procedures and reports any workers' compensation issues and/or employee incidents immediately to the workers' compensation carrier, to management, and to Employee Service Department.
- Manages, creates and monitors marketing activities.
- Understand the market and any other aspects of the sub-market that could impact occupancy and/or income of the community.
- Assist with the creation of marketing surveys and understands marketing strategies to secure prospects.
- Supervise the leasing team to ensure community is rented to the fullest capacity.
- Perform other duties as assigned or requested to support community operations.
QUALIFICATIONS
- Language Skills: Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence.
- Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent.
- Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
- Computer Skills: Strong computer skills in Microsoft Word, Outlook, and Excel software. Experience in conducting Internet searches and using online calendars and databases.
EDUCATION/EXPERIENCE:
Required
- High school diploma or GED.
- Minimum two years’ experience as multi-family community manager, unless being promoted from within.
- Working knowledge of Entrata or other property management software.
- Must have reliable transportation, maintain auto insurance, and have a valid driver's license.
- Proven ability to market communities.
- Strong communication and customer service skills.
Preferred
- Associate’s Degree in a relevant field.
- CAM, ARM, or CCRM certification.
- Bilingual skills.
COMPETENCIES
To perform the job successfully, an individual should demonstrate the following competencies:
Productivity
- Dependability - Follows instructions; responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals: completes tasks on time or notifies appropriate person with an alternate plan.
- Initiative - Volunteers readily; undertakes self-development activities; seeks increased responsibilities; takes independent actions and calculated risks; looks for and takes advantage of opportunities; asks for and offers help when needed.
- Integrity - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and principles; upholds organizational values.
- Planning/Organizing - Prioritizes and plans work activities; uses time efficiently; plans for additional resources; sets goals and objectives; organizes or schedules other people and their tasks; develops realistic action plans.
Customer/Resident Focus
- Customer Focus - Responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.
- Confidentiality - Maintains confidentiality of sensitive information.
Decision Making
- Judgment - Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision-making process; makes timely decisions.
- Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions.
Business Skills
- Analytical/Reasoning - Synthesizes basic and varied information; collects and researches data; uses intuition and experience to complement data and make recommendations.
- Communications - Expresses ideas and thoughts verbally; expresses ideas and thoughts in written form; exhibits good listening and comprehension; keeps others adequately informed; selects and uses appropriate communication methods.
- Quality - Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.
- Quantity - Meets productivity standards; completes work in a timely manner; strives to increase productivity; works quickly.
Job Skills
- Attendance/Punctuality - Is consistently at work and on time; ensures work responsibilities are covered when absent.
- Continuous Learning - Assesses own strengths and weaknesses; seeks feedback to improve performance; pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others.
- Job Knowledge - Exhibits competency in required job skills and knowledge; exhibits ability to learn and apply new skills; keeps abreast of current developments; requires minimal supervision; displays understanding of how job relates to others; uses resources effectively.
- Use of Technology - Demonstrates required skills; adapts to new technologies; uses technology to increase productivity; keeps technical skills up to date.
Teamwork
- Conflict Resolution - Encourages open communication; confronts difficult situations; maintains objectivity; keeps emotions under control; uses interpersonal and negotiation skills to resolve conflicts.
- Cooperation - Establishes and maintains effective relationships; exhibits tact and consideration; offers assistance and support to co-workers; works cooperatively in group situations; works actively to resolve conflicts.
- Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; supports everyone's efforts to succeed.
- Collaborative Leadership - Builds relationships; handles conflict in a constructive manner; works with employees to resolve issues.
- Achievement-Oriented Leadership - Identifies challenges and addresses them directly; sets an example.
PHYSICAL DEMANDS
While performing the duties of this position, the employee is frequently required (50 to 100% of the time) to:
- Stand at the front desk.
- Walk the community.
- Bend, stoop, squat, or kneel to perform routine housekeeping duties such as picking up debris.
- Climb stairs to access upper level units and interior units with multiple levels. May need to climb or work from a ladder.
- Push or pull to move equipment, appliances, and open or close doors.
- Reach above shoulders to perform routine maintenance repairs, stock, and remove equipment.
- Grasp, grip, turn hands, and have finger dexterity to handle sharp objects, maintenance tools, open and close ladders, use telephone/pager/two-way radio.
- Talk or hear when interacting with residents, management, or other visitors to the community, both in person and on the phone.
Lifting Requirements While performing the duties of this position, the employee is required to lift, move, and carry items such as mail, supplies, packages, ladders, cases of paper, soda, or water according to the following frequency:
- Between 1-25 lbs.: Constant Need (50 to 100%)
- Between 25-75 lbs.: Occasional Need (1 to 33%)
- Between 75-150 lbs.: Rare Need (less than 1%)
- Over 150 lbs.: Rare Need (less than 1%)
Lifting and carrying weights exceeding 50 pounds is accomplished with assistance from one or more persons and using appropriate equipment such as carts. Personal protective equipment, such as a back brace, must be worn when needed. Vision Requirements Specific vision abilities frequently required (50 to 100% of the time) by this job include close vision, color vision, depth perception, and ability to adjust focus to:
- Observe cleanliness or maintenance issues throughout the community.
- Complete forms, review reports, and enter data on the computer.
- Observe areas needing attention or correction.
- Read cautionary labels and respond to written instructions from management.
Speaking and Hearing Requirements Specific speaking and hearing abilities frequently required (50 to 100% of the time) by this job.
- Verbally communicate via telephone and in person with staff, residents, vendors, etc., for the purpose of receiving information and or direction.
- Express or exchange ideas by means of the spoken word.
- Ability to receive detailed information through oral communication.
SCHEDULE May be scheduled for morning, afternoon, or evening shifts during the regular workweek and on weekends. TRAVEL Some travel may be required.
WORK ENVIRONMENT
The job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, fax machines, and filing cabinets. The noise level in the work environment is usually quiet.
REASONABLE ACCOMMODATION
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The job duties, qualifications, work environment, and physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Page Break