Regional Resident Relations Manager

Overview

Liberty Military Housing – Own your passion for service!  

About Liberty Military Housing

Liberty Military Housing is one of the largest providers of military family housing in the United States. In partnership with the US military, we are committed to delivering safe, high-quality homes and exceptional service to the families of men and women who serve our country. We’re seeking dedicated team members for a variety of roles and offer excellent benefits, training, development, and opportunities for advancement. If you’re ready to grow your career and become an employee owner, explore our current opportunities today. 

What We Provide You: 

Liberty Military Housing is committed to supporting our team members in every aspect of life—from career development to family needs and overall health and wellness. We proudly offer a comprehensive and competitive benefits and incentive package that includes: 

• Platinum-Level Medical, Dental & Vision Coverage with affordable premiums 

• Employee Stock Ownership Plan (ESOP) become an employee owner with retirement savings 

• 401(k) Retirement Plan with Company Match 

• Education Reimbursement up to $5,250 per year 

• Generous Paid Time Off, including vacation, sick time, and 11 paid holidays 

• Wellness Benefits, including free gym access and additional wellness programs 

• Quarterly & Monthly Bonus Incentives

• Career Growth Opportunities, Unlock your potential with immersive, hands-on training designed to elevate your skills, help you advance, and build a rewarding long-term career with a company that truly invests in your future

• Life and AD&D Insurance

Responsibilities

A Day in the Life of a Resident Relations Manager:

As a Liberty Military Housing Resident Relations Manager, you will be responsible for providing customer service support at the regional level to ensure our residents have a positive experience while living at our Liberty Military Housing communities. Your role will serve as a resource and subject matter expert for the Customer Service Representative (CSR), including training and mentoring the CSR team. Your role will require excellent customer service skills and the ability to resolve complex issues in a timely and professional manner while delivering on our mission of providing exemplary service in accordance with Liberty Military Housing’s quality customer satisfaction standards.

 Your Responsibilities include, but not limited to:

• Handle resident concerns or requests that are escalated to the regional level.
• Assist prospective residents with information regarding their lease, the community, and the move in process.
• Responsible for responding to and managing resident complaints and/or service issues and may coordinate with appropriate staff to address and resolve resident concerns.
• Respond to social media postings (Facebook and other social media outlets).
• Serves as the Liberty Military Housing representative for the Resident Advisory Board.
• Promotes positive resident relations by connecting with residents and building appropriate rapport to understand needs, expectations, and requirements in order to ensure services rendered have been completed according to Liberty Military Housing standards and meet resident’s satisfaction.
• Work with the Customer Service Representative team to guide and provide on the job training and/or classroom training on customer service skills, service recovery and improvements to existing customer service processes.
• May perform post-turn unit inspections and complete move-in inventory inspections with new residents.
• Follow-up with residents who have requested work-order/services or expressed issues/concerns with the community.
• Participates in outreach marketing activities (i.e. market surveys, shop competitors, etc.) on a regular basis to obtain prospective residents.
• May participate in property walks / inspections (grounds, common areas, parking lots, community rooms, make-readies, quality control, etc.) to ensure community is well maintained according to LMH’s quality standards.
• Participate in and attend various department or regional meetings, resident or community events, seminars, and other work-related events.

Qualifications

What You Need for Success:

• Position requires 2-4 years in a customer service role (property management experience a plus).
• Demonstrated skills in the area of customer service, customer resolution, strong written and verbal communication skills.
• Proven experience in a senior or supervisory role with the ability to train and mentor employees.
• Proficiency in personal computer skills, keyboard, internet search, email correspondence, math, Microsoft Office, including Word, Excel, and other software applications preferred (i.e. Yardi, Payscan).
• Proficiency in written, grammar and verbal communication skills.
• Ability to effectively interact with customers, vendors, management, co-workers, sufficient to exchange or convey information and to give and receive work direction.
• Ability to work in a fast-paced environment, multi-task, prioritize and complete assigned duties to ensure operational objectives are achieved.
• Must possess a positive and professional demeanor in all interactions, under all circumstances.
• Ability to operate a motor vehicle (valid license required).
• Must be available to work a flexible scheduled, including weekends, off-hours and emergencies as required.
• May require use of personal/company vehicle or electrical cart.
• Ability to travel to other regional locations for work, training, meetings and other work-related activities.

Pay Range: $75,000 - $85,000.00 Annually