What are the responsibilities and job description for the Assistant Community Director position at Prime Residential?
Prime Residential’s Assistant Community Directors are responsible for assisting Community Directors in maximizing the long-term operating performance of the property and maintaining all aspects related to the management of property operations. Community Directors will assign primary areas of responsibility and will ensure the Assistant Community Directors receive “on the job” training concerning each aspect of operating and managing the property, with a specific focus and emphasis on ensuring timely payables, receivables and the process related to internal production of monthly property financials. The Assistant Community Director acts in the capacity of being the “backup” to the Community Director, especially in the absence of the Community Director.
In this role, the Assistant Community Director is expected to understand federal, state, and local laws as they relate to the landlord/tenant relationship, employment, and fair housing, as well as all policies and procedures imposed organizationally and/or at the community, or as otherwise communicated to associates. The Assistant Community Director is an extension of the Community Director by displaying a keen awareness towards ensuring the day-to-day stability of the community and not compromising on organizational standards of excellence. An Assistant Community Director is expected to drive talent management; to enthusiastically mentor associates to help them develop exceptional sales and customer service skills; and to make sound business decisions in the absence of the Community Director.
Who You Are:
- An organized yet flexible and nimble multi-tasker who outperforms and thrives in a dynamic environment
- A passionate thinker always striving to improve processes and helps to recruit top talent
- An enthusiastic and personable individual who enjoys building and maintaining relationships
- A disciplined and passionate team player, with financial aptitude and an ability to problem-solve objectively
- A creative motivator who inspires the top performance of others
- A goal-focused leader with the desire to learn, teach and who is not afraid to step out of the box
- A tech savvy professional not afraid of routine work, and but also not afraid of change
- A diligent and determined associate looking to grow their career in property managemen
What You’ll Do:
- Manage Accounts Receivable & Delinquency
- Responsible for establishing a culture of on-time rent payments
- Designing and delivering communication related to on-time rent payment, including encouraging residents to take advantage of electronic payment options
- Collecting all rent and ancillary charges due each month
- Managing all delinquency, balance due letters, non-payment notices and pre-legal proceedings with support from the Community Director
- Keeping all electronic resident files and systems updated with latest delinquency/collection notes
- Working closely with legal/risk on the management of eviction files and cases
Sales and Marketing
- Track and grow community goals relative to resident satisfaction and resident retention
- Stay current on local market conditions, trends, and forecasts
- Contribute to the continuous identification of overall marketing concepts, campaigns and advertising sources that will generate additional traffic and leases for the community
- Track weekly and monthly individual and team leasing goals and objectives as established by the Community Director
- Assist with identifying target market and help with the development of consistent marketing outreach materials for subsequent use and participation by the leasing team
- Maintain accurate resident records and collect and log rent payments, deposits, and application fees
- Make recommendations for incentives/rewards to motivate leasing associates
- Train newly hired associates on essential job duties utilizing shadowing, role-playing and formalized training processes and techniques
- Train, coach and provide positive reinforcement and constructive critique for tenured leasing associates
- Warmly greet prospects both by phone and in person, to qualify, determine needs and preferences, and professionally present the community and specific amenities as necessary
- Regularly visit and research competitive properties to update market surveys; ensure sales team shops competitive communities quarterly and that new associates are shopped according to company standards
- Solicit property and individual reviews from residents and prospects when positive reactions are evident
Customer Service
- Respond to residents and prospect inquiries with a sense of calmness, professionalism, and confidence
- Answer incoming telephone calls, emails, and texts by exhibiting excellent customer service to efficiently address inquiries (prospect calls, resident issues, maintenance service requests, etc.)
- Courteously accept service requests from residents and route to maintenance department accordingly
- Conduct service follow-up with residents when maintenance jobs are completed
- Participate and/or direct monthly property renewal programs by preparing follow-up letters, and fielding telephone calls as needed to increase resident retention
- Direct ongoing resident relations including telephone calls and resident functions. Professionally address and resolve resident concerns escalating to the Community Director as necessary
- Participate in ongoing resident relationship-building activities including emails, telephone calls, in-person office drop-ins and meetings with residents and prospects
- Help to develop, organize and roll-out regular resident functions
- Assist with resident concerns or related activities using objective problem-solving tactics
- Ensure the office, clubhouse, models, and “market ready” vacant units are in pristine condition
- Assist residents with move-in process including walking of unit, lease paperwork, and contract follow-up
- Present ideas to the Community Director for improving resident satisfaction
- Prepare and distribute general and specific resident communications (i.e., pest control notices, acknowledgement letters for residents who have given notice to vacate)
Maintaining Operational Standards of Excellence
- Update reports concerning notices to vacate, vacancy, Monday updates, leases, cancellations, transfers, renewals, etc. and all other activity reports as deemed relevant by Community Director
- Review community box score, leasing reports, exposure by unit type and competitor set daily; set goals and recommend concessions as needed based on logical review of community and unit-type statistics
- Establish weekly “hot-sheet” of target units to focus team and hold leasing associates accountable
- Ensure all new lease and renewal paperwork, including related addenda, are error-free, fully ratified by all involved parties, and filed in accordance with community policy and procedures
- Seek and recruit energetic and qualified new associates to join our team
- Attend all required and recommended training, and ensure compliance of all training requirements posted in learning management system
- Ensure leasing team members attend all required and recommended training
- Ensure all traffic, telephone calls and other daily activity is entered into customer relationship management software system
- Ensure files and completed paperwork is organized neatly per company standards
- Understand and adhere to all federal, state, and local laws pertaining to employment, Fair Housing, and landlord/tenant laws, as well as company policies regarding general operations and employee actions and behaviors
- Hold team members accountable for the responsibilities of their individual roles
- Participate or lead disciplinary process for team members who are not performing
- Physically inspect community when on grounds, pick up litter, and report any risks or service needs to the maintenance team and Community Director
- Any other tasks as deemed necessary by your supervisor
What You’ll Need:
- BS/BA degree or equivalent level of training and work experience preferred
- 3 years of relevant experience showing a progression in career development
- 2 years of hands-on supervisory experience
- Firm knowledge of federal, state, local laws related to employment, fair housing, and landlord/tenant laws, as well as all policies and procedures imposed by the organization and/or at the community, or as otherwise communicated to associates
- Confidence in dealing with numbers, basic bookkeeping, and prorations calculations
- Comfort in enforcing adherence to regulatory requirements as well as company policies
- An enthusiastic and positive approach to customer service and sales
- Enthusiastic training and team building abilities
- Sophistication to analyze advertising spend and prospect conversion metrics
- Effective communication skills (oral, listening, and written)
- Ability to handle communications of varying degrees and frequency with multiple stakeholders internally and externally
- Team player attitude who can work independently and collaboratively
- Proficiency in MS Office (Word, Excel, Outlook, Teams), RealPage or other property management software
- Knowledge or familiarity of customer relationship management software is a plus
- Ability to prioritize and multitask
- Ability to display and present yourself professionally, in appearance and demeanor
- A valid driver’s license for the purpose of operating a community vehicle and/or leasing golf cart
Prime is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Prime is also committed to compliance with all fair employment practices regarding citizenship and immigration status and, where applicable, pursuant to the San Francisco Fair Chance Ordinance, we will consider qualified applicants with arrest and conviction records.
Fair Labor Standards Act (FLSA) Classification: Non- Exempt
Practice Area: Property Management
Reports to: Community Director
Date Reviewed: November 2023
Regarding Prime Residential's Compensation Philosophy: The pay range for this position refers to what we reasonably expect to compensate for this role. Individual compensation is based on various factors, including experience, education, skillset, and geographic location. The specified range is for the San Francisco Bay Area location and may be adjusted to the labor market in other geographic areas.
Disclaimer
This job description is subject to change at any time. This description reflects management’s assignment of essential functions, it does not proscribe or restrict the tasks that may be assigned beyond what is communicated in this document.
CA Employee Privacy Notice:
https://www.primegrp.com/ccpa-info-current-and-prospective-employees/
At Prime Residential, we don’t just accept difference – we celebrate it, we support it, and we thrive on it for the benefit of our employees, our business, and our community.
Fair Labor Standards Act (FLSA) Classification: Non- Exempt
Practice Area: Property Management
Reports to: Community Director
Date Reviewed: November 2023
Regarding Prime Residential's Compensation Philosophy: The pay range for this position refers to what we reasonably expect to compensate for this role. Individual compensation is based on various factors, including experience, education, skillset, and geographic location. The specified range is for the San Francisco Bay Area location and may be adjusted to the labor market in other geographic areas.
Disclaimer
This job description is subject to change at any time. This description reflects management’s assignment of essential functions, it does not proscribe or restrict the tasks that may be assigned beyond what is communicated in this document.
CA Employee Privacy Notice:
https://www.primegrp.com/ccpa-info-current-and-prospective-employees/
At Prime Residential, we don’t just accept difference – we celebrate it, we support it, and we thrive on it for the benefit of our employees, our business, and our community.
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