Resident Relations Manager at OneWall Communities LLC

Middle River, Maryland, United States -

Full Time

Start Date

Immediate

Expiry Date

09 Feb, 26

Salary

0.0

Posted On

11 Nov, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Resident Relations, Issue Resolution, Customer Service, Communication, Problem-Solving, Time Management, Organizational Skills, Conflict Resolution, Documentation, Fair Housing Knowledge, Retention Management, Engagement Initiatives, Satisfaction Surveys, Team Collaboration, Adaptability, Results-Driven

Industry

Real Estate

Description

Job Description: Resident Relations Manager Properties Supported: Middle River, MD Position Summary The Resident Relations Manager (RRM) is responsible for delivering an exceptional resident experience across multiple properties by managing renewals, resolving resident concerns, and driving retention and satisfaction initiatives. The RRM serves as the primary point of contact for all resident-facing matters and works closely with the Community Managers and on-site teams to ensure both communities meet business KPIs related to satisfaction, service, occupancy stabilization, and retention. Key Responsibilities Resident Relations & Issue Resolution * Serve as the primary contact for resident concerns, complaints, escalations, and service-related issues. * Partner daily with Community Managers, Assistant Community Managers, and Service Managers to resolve matters promptly and professionally. * Maintain detailed documentation of all resident interactions, ensuring accuracy and accountability in the property management system. * Promote a resident-first culture that aligns with company values, communication standards, and Fair Housing requirements. Renewals & Retention Management * Manage the full renewal lifecycle, including outreach, communication, follow-up, documentation, and offer preparation. * Conduct renewal meetings and resident check-ins to understand concerns, reinforce value, and improve the likelihood of renewal. * Monitor and report on renewal trends, at-risk residents, and retention opportunities across both properties. * Support occupancy stabilization efforts by reducing turnover and strengthening resident loyalty. Resident Satisfaction & Engagement * Conduct move-in calls, post-move-in touchpoints, quarterly check-ins, and satisfaction surveys. * Assist with planning and executing resident events, communication campaigns, and engagement initiatives. * Track and analyze resident feedback to identify service gaps and recommend operational improvements. * Strengthening community culture by building relationships with residents and fostering a welcoming, inclusive environment. Business KPIs & Operational Support * Meet or exceed performance expectations aligned with: * Renewal Conversion Rate * Resident Satisfaction Scores (move-in, annual, work order) * Reduction in Resident Complaints & Escalations * Resident Retention & Turnover Reduction * Economic Occupancy Support * Provide weekly updates to Community Managers on trends, risks, and opportunities. * Support leasing, service coordination, and communication needs as requested to enhance property operations. Competencies & Behavioral Expectations Leadership Behaviors * Customer-Centric Mindset – Demonstrates empathy, professionalism, and urgency with all resident interactions. * Accountability – Owns tasks, meets deadlines, and ensures consistent follow-through. * Problem-Solving – Quickly identifies issues and works collaboratively to develop solutions. * Communication Excellence – Uses clear, respectful, and proactive communication with residents and team members. * Adaptability – Manages changing priorities across multiple communities while maintaining service quality. Operational Behaviors * Results-Driven – Focuses on achieving measurable improvements in renewals, satisfaction, and retention. * Resident-Focused – Maintains a high level of service and engagement across both properties. * Process-Oriented – Follows structured workflows, documentation standards, and compliance requirements. * Detail-Oriented – Ensures all communication, documentation, and follow-up are accurate and timely. * Time Management – Effectively prioritizes resident needs, follow-ups, and reporting responsibilities. Required Qualifications * 5 years of property management or resident-facing customer service experience preferred. * Associate or bachelor’s degree preferred * Experience with property management systems (RealPage,) preferred. * Strong communication, conflict resolution, and customer service skills. * Ability to manage multiple priorities and work across two communities. * Strong organizational, follow-up, and documentation skills. * Knowledge of Fair Housing, customer service standards, and resident relations best practices.

Responsibilities

The Resident Relations Manager is responsible for managing resident renewals, resolving concerns, and driving satisfaction initiatives across multiple properties. They serve as the primary contact for resident matters and work closely with community teams to meet business KPIs related to satisfaction and retention.