Resident Services Manager - Ovation Community

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Job description

Our Company:

Quarterra Group, Inc., a wholly-owned subsidiary of Lennar Corporation (NYSE:LEN and LEN.B) is a multi-strategy, real estate focused, alternative asset management company comprised of two rapidly growing verticals: Multifamily and Single-Family Rental. Launched in 2011, Quarterra Multifamily, previously known as LMC, is among the nation's most active developers, builders, and managers and has been on the National Multi-Housing Council's (NMHC) annual Top 50 list for eight consecutive years. Quarterra Single-Family Rental launched in 2020 to provide individuals, couples, and families who prefer to rent over home ownership the opportunity to live in exceptional neighborhoods with great amenities. For additional information, please visit

Summary of Position:

The Resident Services Manager will assist and support the Community Manager in overseeing and managing the resident services aspects at each community, while always maintaining an elevated level of customer service.

Principal Duties and Responsibilities:

• Act as the onsite supervisor in the absence of the Community Manager by organizing and delegating daily work to the teams, coordinating maintenance and make-ready tasks with the Service Supervisor, and managing the operations of the community in compliance with company policies, procedures, and business practices.
• Lead by example while mentoring and motivating the onsite team to go above and beyond and exhibiting the company experience.
• Assist in managing the owner relationship by meeting with the owners, conducting community tours, providing updates and information about the community's performance, and responding to owner requests.
• Play an integral role in the renewal process. Follow up with residents on any renewal letters that have been generated and ensure the new rates have been solidified. Walk the home, answer resident questions, ensure renewal documentation is correct and update resident charges.
• Oversee the resident move-out process. Walk the home if required and assess any charges to the file.
• Play an integral part in ensuring the community's systems (package systems, security systems, Funnel, OneSite, access control systems) run as smoothly as possible and utilized in accordance with policy and procedures.
• Complete financial transactions by accurately entering and updating all prospective and current resident information to ensure the integrity of the community management system.
• Prepare and monitor performance management reports that measure renewal rates, resident satisfaction, move-ins/move-outs, traffic activity, closing ratios, application statuses, and other key community metrics.
• Research to determine where data or report issues are occurring and provide detailed information to applicable support teams for resolution.
• Collect, review, and verify all supporting documentation needed for application approval for lease signers, including proof of income, rental history, photo ID, employment history, and further examination of credit or criminal history as needed, adhering to rental criteria.
• Administer the successful processing of applications adhering to the rental criteria and contributing to the applicant-to-resident experience by establishing check-ins with applicants and updates on the application status.
• Ensure the timely generation and delivery of applicant and move-in documentation and confirm they are completed according to policy and procedure.
• Promote resident satisfaction and retention by responding to complaints, questions, and requests in a timely manner. Take appropriate action to resolve and address service issues in accordance with established procedures and legal requirements.
• Manage resident communication initiatives, effectively identifying and sharing meaningful information.
• Advise future residents of the features, benefits, pricing, and amenities of each individual community as a result of in-depth market and community knowledge.
• Nurture new leads from RealPage for the onsite leasing teams by receiving incoming calls, emails, and text messages.
• Manage resident communications. Provide guidance and promote satisfaction when residents have concerns by responding to complaints, questions, and requests. Take appropriate action to resolve and address service issues in accordance with established procedures and legal requirements.
• Assist with vendor questions and inquiries.
• Work in tandem with the Community Financial Specialist to follow the company's established procedures related to evictions by following proper notice requirements, evicting residents, and representing the community as required in court hearings and eviction proceedings.
• Interface with the CFS team in execution of essential functions (close out, final account statements, delinquency, etc.)
• CFS will complete FAS, pre-close, AME, assist in delinquency notices, vendor setups, assist with renewal letters, online eviction filing, and writ filing.

General Overview of Compensation & Benefits:

• We reasonably expect the base compensation offered for this position to range from $28.00 - $31.00 per hour, subject to adjustment based on business-related factors such as employee qualifications, geographic pay differentials (e.g., cost of labor/living, etc.), and operational considerations.
• This position is eligible for commissions in accordance with a written agreement.
• This position will be eligible for company benefits in accordance with Company policy. We offer a competitive total rewards package including medical, dental and vision coverage along with a broad range of supplemental benefits including 401k Retirement Plan, prepaid legal assistance, and more. We also offer paid time off for vacation, sickness, holiday, and bereavement. We are pleased to be able to provide 100% company paid life insurance and long-term disability insurance. This information is intended to be a general overview and may be modified by the Company due to business-related factors.

Applicants may apply for this position via our careers website.

Education and Experience Requirements:

• High School diploma or GED required.
• Bachelor's degree in Business Administration or similar field preferred.
• 3+ years of experience in property management, sales, marketing, and customer service sufficient to assist in managing the day-to-day operation of an apartment community.
• Demonstrated ability to read, write, and communicate effectively to deescalate and resolve resident complaints and issues, complete financial records, documents, and reports, and increase sales revenue.
• Ability to delegate and coordinate the work of a team.

Additional Requirements:

• Valid driver's license with a clean driving record.

Physical Requirements:

This is primarily a sedentary office position which requires the Resident Services Manager to have the ability to operate computer equipment, speak, hear, bend, stoop, reach, lift, and move and carry up to 25 lbs. Finger dexterity is necessary.

This description outlines the basic responsibilities and requirements for the position noted. This is not a comprehensive listing of all job duties of the associate. Duties, responsibilities, and activities may change at any time with or without notice.

Quarterra Group is an Equal Opportunity Employer that prides itself on diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, pregnancy or related condition, protected status, or any other status prohibited by applicable national, federal, state or local law. Quarterra Group believes diversity and inclusion among our Associates is critical to our success and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.

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