Community Manager ($92,100 - $126,600)
- Creates a customer service focused culture for residents, prospects, vendors and employees; responds and resolves resident requests and concerns; leads by example and ensure a proactive approach is adopted for all key customer touch points.
- Responsible for training, onboarding, and development of all team members with focus on employee engagement and retention. Lead, coach and develop direct reports to create a culture of excellence and continuous learning.
- Actively coach the leasing process; may oversee a leasing manager at larger communities.
- Build relationships with internal and external customers to provide best in class service.
- Effectively communicate strategic business practices with leaders within the community to ensure efficiency and consistency.
- Manages financial performance of property to include accountability for budget variances, providing input for budget and forecast planning and identifying opportunities to increase revenue.
- Ensure the condition and quality of the communities meet the Irvine Company standards at all times.
- Develop and manage resident communications.
- Anticipate resident relations challenges and demonstrates problem solving skills when concerns arise.
- Monitors/evaluates key metrics for community and ensure plans are in place to achieve company targets; creates renewal and leasing goals; monitors NTV’s; monitors NPS, social media feedback and follows up as needed.
- Complete audits and community inspections to ensure policies, procedures and corporate compliance are followed at all times.
- Responsible for healthy collaboration and partnership with other departments within Apartments and across divisions.
- Regularly updates competitive data to help inform pricing decisions. Communicates findings to GM/Senior Director and Revenue Manager.
- Partner with maintenance leaders and project managers to oversee community projects to ensure minimal impact to residents and prospects.
- Partner with ICAD to ensure customer service standards and operational KPI’s are achieved during ongoing reinvestment projects.
- May be responsible for leading the leasing function to achieve and/or exceed occupancy/availability
- Collaborate with the leasing manager to achieve and/or exceed occupancy/availability goals.
- High school diploma
- Two years management experience in customer service environment; leasing experience preferred
- Valid California driver’s license; Maintain continuous vehicle liability insurance as required by state law. (This role requires the regular and frequent operation of a vehicle, as defined in the Company’s MVR policy, and is part of the essential duties of this position.)
- Ability to communicate clearly and effectively in English, both verbally and in writing. Multilingual ability a plus
- Occasional travel required
- On call as needed for after hours emergencies
- Ability to work evenings, weekends and holidays
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