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Resident Manager

Company: Corvias
Location: Fort Bragg
Posted on: May 28, 2023

Job Description:

Who We Are
Corvias' property management philosophy is simple. We take a holistic, "resident first" approach to housing and maintenance so our partners can focus on their core mission, whether it's educating students or maximizing military readiness. For more than 20 years, we've used that approach to create safe, high-quality places to live, learn, work and interact for our partners' residents throughout the U.S. If you want to contribute to a team dedicated to making a difference in the lives of the people we serve, we'd like to talk to you. Corvias can help you build a rewarding career that values superior customer service skills, innovation, and hard work. We'll also provide you with abundant opportunities for professional growth and giving back.
How You'll Contribute to the Team:
The Resident Manager is responsible for designing and implementing operational and administrative programs that achieve and maintain resident satisfaction targets and retention goals. This role is expected to lead by example and take a hands-on approach to the day-to-day management of resident account management services.
Primary Responsibilities Include:

  • Oversee the day-to-day resident relations functions and partner with cross-functional colleagues to ensure a positive resident experience.

  • Oversee the analysis, processing, and reconciling of all housing-related resident financial transactions, identifying variances and resolving discrepancies as needed.

  • Assume a proactive role in enhancing the resident experience by personally resolving complex or sensitive resident concerns, questions, and requests, and addressing chronic resident noncompliance with community policies.

  • Design and deploy resident information and engagement campaigns aimed at increasing resident satisfaction as measured by survey responses and community ranking.

  • Assist in the pursuit, identification, and deployment of strategies to increase income, decrease expenses, and add to the overall value of the community.

  • Create accountability and ownership among team members; communicate clear expectations, supervise, and provide timely performance feedback.

  • Lead the training and development of team members through coaching, motivating, and mentoring on company culture, business goals, sales techniques, and leasing operations.

  • Develop and maintain win-win relationships with key partner stakeholders, respond to partner requests, and collaborate as necessary to ensure program effectiveness.

  • Perform all duties of a Resident Associate as needed, and other duties as assigned.

    Role Specific Requirements Include:

    • 7+ years of experience in account or lease management services of which a minimum of 4 years must have been in a supervisory capacity; strongly prefer experience across different products or different markets, experience in the residential real estate or lodging industries a plus.

    • Proven ability to lead a team of service representatives, including proven success coaching team members to improve performance, and training team members on compliance, renewal, and customer complaint resolution.

    • Proven ability to maximize revenue through the design and delivery of data-driven customer loyalty and retention programs.

    • Proven ability to perform accounting functions, including managing delinquent accounts, implementing appropriate collections procedures, and verifying transactions against audit trail and ledgers.

    • Demonstrated ability to interpret and analyze data, identify trends, and use data to connect operational and administrative activities to overall business strategies.

    • Demonstrated ability to organize individual and team activities to ensure operations are highly productive and meet or exceed business goals.

    • Demonstrated ability to professionally interact and relate to individuals with diverse backgrounds, including the ability to effectively resolve escalated customer concerns involving complex or sensitive matters.

    • Computer proficiency, including working knowledge of word processing, spreadsheet, and database software.

    • Valid driver's license required.

    • Ability to work weekend and evening hours, as needed.

    • Ability to travel up to 25% of time.

      Customer Focus - Prioritizes and takes action on the needs of both internal and external customers. Designs and delivers products and services with the customer experience top of mind.
      Teamwork and Collaboration - Capable of working well with others both on the team and cross-functionally to achieve individual goals, team goals, department goals, and/or organizational goals. Values diverse perspectives and working with others as a way to achieve the best output possible.
      Problem Solving and Decision Making - Uses critical thinking to evaluate problems, gather information, understand causes, and identify best possible solutions. Invests time in planning, discovery, and reflection to drive better decisions and more efficient implementations.
      Resilience - Thrives and grows in a rapidly changing and complex environment. Displays flexibility, activates networks, and adopts a continuous growth mindset to learn from mistakes and bounce back from adversity.
      Creativity and Innovation - Thinks beyond the confines of traditional models to recognize opportunities and find new and better ways of doing things. Encourages experimentation and accepts failure as a driver of innovation.
      Exceptional Benefits for Exceptional Team Members
      As a company striving to be the best place to work, we want to ensure an environment of collaboration, inclusion and learning exists throughout all teams, locations and divisions. To support our team members, we offer a benefits package that is generous and flexible enough to meet you where you are today and tomorrow.
      Corvias employees are eligible for:

      • A choice between two benefit-rich medical, dental and vision plans

      • 401(k) with immediate 100% vesting and contribution match

      • Generous paid time off that increases throughout your career

      • 12 paid holidays

      • Paid time off to volunteer

      • Tuition reimbursement to support growth and development

      • 100% paid life and AD&D insurance

      • Short-term and long-term disability coverage

      • Maternity leave

      • Paternity Leave

      • Military Leave

      • Flexible Spending Accounts (Health and Dependent Care)

      • Complimentary Employee Assistance Program

        Corvias Group, LLC (the "Company") does not discriminate in employment or applications for employment based on an applicant's sex, race, color, religion, sexual orientation, national origin, ancestry, service in the armed forces of the United States, disability, or any other protected classification as outlined by Federal, State or local laws.
        Learn more about Corvias' External Recruiting Policy (https://s3.amazonaws.com/cor-humres-public/External+Recruiting+Policy.pdf) .
        Learn more about Pay Transparency.
        Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
        The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

Keywords: Corvias, Fayetteville , Resident Manager, Executive , Fort Bragg, North Carolina

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