Resident Services Manager

Avenue5 is growing, and we are in search of a resident services manager to join our dynamic team of Fivers!

About Us

We are a vibrant third-party multifamily property management firm with locations across the United States. We are proud of our vibrant, inclusive, make-it-happen culture, where we: 

• Listen to our associates, recognize them, and give them room to grow
• Invest in our associates to help them become the best version of themselves
• Approach every important decision with our associates in mind
• Celebrate our associates’ successes and encourage them to raise the bar even highe

Summary of Responsibilities:

The resident services manager is responsible for creating and delivering exceptional resident experience by overseeing resident services, hospitality, communication, and service coordination within the community. This role combines concierge-level hospitality with operational support for the property management team to ensure residents receive prompt service, clear communication, and a welcoming environment throughout their entire living experience. Serving as the primary liaison between residents, leasing, and maintenance teams, the resident services manager ensures that service requests, communications, and resident needs are handled with professionalism and urgency. This position blends responsibilities traditionally associated with assistant property manager and concierge roles, with a strong emphasis on resident experience, retention, and service excellence.

Primary Responsibilities and Objectives:

• Serve as the primary resident services contact for residents, guests, vendors, and prospective residents

• Deliver a hospitality-driven experience in every interaction

• Greet residents and guests while assisting with questions, requests, and community services

• Ensure prompt, professional, and personalized service

• Address and resolve resident concerns with professionalism and urgency

• Build strong resident relationships to support renewal conversion and long-term retention

• Monitor upcoming lease expirations and collaborate with leasing teams to encourage renewals

• Assist with renewal outreach efforts, including resident check-ins and satisfaction follow-ups

• Proactively identify and resolve service issues that may impact renewal decisions

• Support initiatives that increase renewal conversion rates and resident satisfaction scores

• Coordinate with maintenance to ensure the timely completion of resident work orders

• Track service requests and provide residents with updates regarding service status

• Conduct resident follow-up within 24 hours after work order completion to confirm satisfaction

• Escalate unresolved service concerns to the Property Manager as needed

• Ensure service standards align with the community’s hospitality expectations

• Plan and coordinate resident events and lifestyle programming

• Organize activities aligned with the community demographic and brand

• Coordinate vendor partnerships for activation and community experiences

• Promote engagement through:

o Resident appreciation events

o Social programming

o Amenity activations

o Community partnerships

o Develop and distribute community communications, including:

o Resident newsletters

o Event announcements

o Amenity updates

o Community notices

• Maintain clear and consistent communication channels to keep residents informed

• Oversee front desk and resident service operations

• Manage package handling and deliveries

• Coordinate move-ins, move-outs, and elevator scheduling (where applicable)

• Maintain organized and welcoming resident service areas

• Ensure hospitality amenities are properly stocked and maintained

• Assist the Property Manager with daily operational needs

• Partner with leasing to support the guest experience

• Conduct community inspections to ensure cleanliness, safety, and service standards

• Identify and communicate maintenance or safety concerns

• KPI’s used to measure performance are:

o Resident Satisfaction

▪ Positive resident feedback

▪ Online reputation and review performance

o Renewal Conversion

▪ Support of property renewal goals

▪ Resident engagement before lease expiration

o Work Order Follow-Up

▪ Resident contact within 24 hours of completion

▪ Effective tracking and resolution of concerns

o Community Engagement

▪ Resident participation in events and programming

▪ Consistent communication and interaction

• Perform other duties as assigned

Education and Experience:

• High school diploma required

• Associate or bachelor’s degree preferred

• 2 years of experience in property management, hospitality, concierge, or customer service

Skills and Requirements:

• Exceptional hospitality and customer service skills

• Strong interpersonal and communication abilities

• Conflict resolution and problem-solving skills

• Strong organizational and time management skills

• Ability to prioritize in a fast-paced environment

• Proficiency in Microsoft Office programs, Outlook, Word, and Excel

• Property management software experience preferred, Yardi, Entrata, etc.

• Required to complete and successfully pass the Avenue5 Fair Housing and Preventing Discrimination and Harassment training and other courses if assigned

Scheduling:

• Required to maintain a regular schedule, which may also require working outside of the regular schedule, weekends, and non-traditional holidays

Environment:

• Exposure to an environment typically found in an office building

Physical Requirements:

Avenue5 will make reasonable accommodations to enable individuals with disabilities to perform essential functions. These functions include, but are not limited to:

• Ability to lift, push, and pull up to 25 pounds

• Must be able to observe and detect signs of emergency through visual and/or auditory cues

• Must be able to remain stationary, move around, reach, and position oneself as needed for extended periods

• Ability to communicate and express or exchange ideas with others, as well as those activities in which they must convey detailed or important instructions to other workers accurately, loudly, or quickly

• Ability to perceive the nature of sounds at normal speaking levels, including the ability to

receive detailed information through oral communication, and to make discriminations in sound

• Visual requirements, including color, depth perception, and field vision

• Ability to compare, copy, coordinate, synthesize, negotiate, communicate, and instruct

• Ability to tolerate stressful situations

• Ability to work under minimal to moderate supervision

This job description is not an all-inclusive list of functions and tasks. Over the length of employment, these functions and tasks may change.

Diversity:

Diversity creates a healthier atmosphere: Avenue5 is an Equal Employment Opportunity/Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.