What are the responsibilities and job description for the Customer Service Manager - Property Management position at Alpha Management Group?
Member Services Manager
Do you excel at following processes, explaining details clearly, and resolving problems? Do you enjoy helping people and communicating with clarity and professionalism?
For nearly 20 years, Alpha Fraternity Management has supported residents of campus rental housing, fraternities, and sororities by improving operations, strengthening financial stability, and ensuring safer housing experiences. We manage the finances, operations, and facilities for properties on more than 76 campuses across the United States and Canada.
We’re looking for a Member Services Manager to lead our team of member service representatives. This team handles high-volume emails and calls related to account balances, payment questions, lease signing, late fee explanations, service requests, and more. Your leadership will ensure that all inquiries are managed promptly, accurately, and professionally — and that our property management software remains up-to-date and reliable.
Key Responsibilities
- Lead and manage a high-volume member services team, ensuring effective prioritization, motivation, and delegation.
- Increase team productivity through strong processes and clear guidance.
- Become fluent in all Rent Manager functions necessary for Member Services.
- Monitor team and individual KPIs, ensuring tasks meet Alpha’s standards, and communicate needs and successes.
- Understand property-specific operating policies, collaborating with Asset/Business Managers and Accounting.
- Oversee move-in rosters to ensure timely completion and encourage follow-up on missing information.
- Track and report on leases sent and returned at 30- and 60-day intervals, working with the team to reduce turnaround times.
- Ensure accounts receivable is maintained at acceptable levels and that collection efforts are timely and effective.
- Oversee the move-out process, ensuring charges and security deposit returns meet legal requirements.
- Track and report team time spent on out-of-scope services and ensure proper billing.
- Identify opportunities to standardize processes and improve cross-department communication.
- Maintain and update department procedures regularly.
- Communicate professionally with clients, students, and parents — both verbally and in writing.
- Prepare accurate periodic reports demonstrating task completion and progress toward goals.
Requirements
- Bachelor’s degree preferred
- 4 years in customer service management, property management, or similar role
- Exceptional attention to detail and strong written communication skills.
- Highly organized and able to work with a sense of urgency.
- Experience with Rent Manager, Yardi, or similar property management software is a plus.
- Expert proficiency in Microsoft and Google products.
- Ability to remain calm and professional when receiving criticism or confrontation.
- Available to work 8 hours per day, Monday through Friday.
Job Type: Full-time
Pay: $23.00 - $26.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
Salary : $23 - $26