Resident Experience Manager

Resident Experience Manager

Position Overview:

The Property Manager’s mission is to deliver a singular and unique resident experience.

Mission:

To focus on proactive improvements in processes, procedures, and policies that drive positive results for leasing and resident retention for Auben Realty.

Functional Accountabilities:

*Required to obtain/maintain Georgia & South Carolina Real Estate Salesperson License*

1. Oversee and manage prospect applications for available properties.
2. Oversee and manage the new resident move-in experience:

• Track lease/move-in paperwork.
• Manage, complete, & return Section 8 packets
• Review lease contract and set expectations with new residents.
• Put together and give out move-in welcome packet to new residents.
• New move-in follow up (30, 60, 90 days after move-in).
• Establish relationship with new residents focusing on one personal detail for 6-month gift from Auben.

3. Help solve escalated resident issues and disputes.
4. Help solve section 8 repair charge disputes with residents.
5. Help solve property alteration requests from residents.
6. Oversee and manage the resident renewal process (including Section 8):

• Pull and analyze renewal reports in Appfolio.
• Create and generate resident notice of renewal letters (120, 90, & 60 days).
• Request Section 8 renewal rate increases.
• Negotiate resident renewal rental rates and lease terms.
• Enter and manage resident renewals and notice to vacates in Appfolio.

7. Oversee and manage resident move-outs:

• Send Move-Out Instructions document to residents who have turned in his/her Notice to Vacate.
• Process the move out in Appfolio.
• Assess and charge appropriate move-out damages, fees, and other charges in Appfolio.
• Coordinate deposit refunds with accounting.
• Send past delinquent accounts
• Help solve move-out charge disputes with resident.

9. Oversee and manage the resident payment and delinquency process:

• Apply payments to resident accounts.
• Assess late fees and charge appropriately in Appfolio.
• Generate late notices.
• Contact delinquent residents via email, phone, etc.
• Manage eviction log & submit necessary paperwork & documentation to legal.
• Attend court hearings for eviction filings.
• Schedule delinquent resident set outs.

10. Coordinate Quarterly Resident Events

Job Type: Full-time
Pay: Commensurate with experience.