Apartment Community Support Manager (Bi-Lingual REQ)

REPORTS TO: Operations Team 

OVERVIEW: Retention, Management, Sales, Vendor Relations, Budgets & Customer Service

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following but are not limited to the job specifications contained herein. Additional duties or job functions that can be performed safely may be required as deemed necessary by supervisory personnel.

THIS POSITION IS BASED IN COLUMBUS OHIO assisting 4-5 communities at any given time. This position requires the individual to be bi-lingual (English and Spanish REQ) 

The Community Support Manager plays a vital role in the communities. This position is responsible for assisting with reports and collection of rents. The Community Support Manager provides quality customer service to the apartment communities. This position is responsible for ensuring the efficient financial and administrative operation of the Communities under the direction of the Community Manager, Ops Team, and VP of Property Management.

MAJOR FUNCTIONS OF THIS JOB INCLUDE:

1. Maximize revenue for the property.

• Fiscal accountability for portfolio performance including completing marketing budgets and implementation.
• Analyze historical operating data, review historical leasing and occupancy trends, identify resources available and set realistic performance goals.
• Closely monitor accounts receivable by working hands on with managers to set goals and expectation levels.
• Focus efforts towards maximizing revenue and minimizing expenses by thinking outside the box and striving for greater productivity and efficiency.
• Remain accountable for achieving expense and revenue targets by working closely with the site level staff. Watch trends and adjust when necessary to achieve goals.
• Monitor expenses monthly and account for monthly variances and implement new strategies if necessary. Suggest adjustments related to objectives and goals.
• Monitor and recommend capital improvements to maintain community market position. Handle all major purchase approvals with guidance with OPS team.
• Acquisition transition/Disposition transition
• Monthly Specials, Pricing, Concession, Rent Roll Audits
• Market Survey Analysis.
• New Software integration. 

• Use effective techniques to resource, screen, hire, orient, and train new personnel within established company guidelines.
• Assist community managers in recruiting, interviewing, and training all community staff positions.
• Staffing-Review resumes, conduct interviews, and offer positions.
• Oversee, implement, or participate in on-going staff development, which includes training, coaching, counseling, critiquing, and providing general guidance.
• Monitor management and staff performance, motivation, and cross-training. Develop employees through performance, feedback, and challenges. Delegate responsibilities and special projects to personnel, as necessary.
• Document employees performance properly and take disciplinary action, when necessary, on a timely basis.
• Conduct employee training (new hire and ongoing) through monthly round table meetings, quarterly training, or general training needed for individuals.
• Promote staff harmony through support, effective leadership and positive example.
• Ensure that all on-site administrative functions pertaining to personnel are prepared in a timely manner (i.e., performance evaluations, transfers, promotions, payroll, and bonuses).
• Ensure consistent on-site management and staff compliance with company policy, procedures, and industry regulations including fair housing, OSHA, municipal and federal regulations as amended from time to time.
• Conduct Employee Meetings (positive and negative) to include 30, 90 and annual evaluations, performance improvement plans, counseling records, and separation paperwork. 

• Maintain accurate records for all community transactions on a timely basis (i.e., rent collections, delinquency, move in/move outs and payables.)
• Ensure all administrative paperwork is accurate, complete, and submitted in a timely manner.
• Prepare and/or implement procedures and systems within company guidelines to ensure orderly and efficient workflow. 
• Continually monitor and analyze traffic logs, conversion rates, budget guidelines, renewal information, marketing data and to be able to give up-to-date and proper information when requested by supervisors.
• Ensure distribution of all company or community related information (i.e., bad weather, emergencies) to residents and all personnel.
• Give directions to and/or monitor maintenance, construction, and/or rehabilitation activities to ensure quality and expediency (i.e., walk apartment to ensure service requests for make readies are completed both timely and accurately).
• Head emergency team for the community. Ensure proper response and handling of all community emergencies with staff, residents, and visitors.
• Work with Maintenance to maintain all apartment building structures and amenities to an acceptable level to minimize liabilities and avoid creating danger (i.e., criminal activity on community, employee/resident injuries, fires, floods, or freezes).
• Assist Property Managers in dealing with Resident Complaints and produce a resolution that does not place the company at risk and/or loss.
• Audit properties overall financial performance send reports regarding overall performance (work orders, occupancy, delinquency, financial reviews)
• Create and implement policies and procedures to ensure compliance and ensure each community is consistent and running the same
• Work daily with Asset Manager and properties to ensure contractors, work orders, and turns consistently meet company standards. 

• Regularly monitor market trends and portfolio competition.
• Monitor and manage rental rates, specials, and concessions to maximize revenue and occupancy.
• Along with Property Manager, develop and administer a proactive renewal program designed at maximizing revenue and occupancy.
• Closely monitor all personnel actions and leasing performance in portfolio to ensure top performance and accountability.
• Conduct site visits to properties to ensure compliance with company policies and procedures.
• Online Reputation Management through Facebook, online reviews, and overall software. 

• Assist the HR Department in interviewing, screening, hiring, and training any potential employee for all positions.
• Assist the HR Department and Community Manager in orientation, training, and scheduling of all office personnel.
• Complete file audits to review/approve applications.
• Create pricing for renewal rates; maintains final approval from Community Manager. 

• Assist with all reports including posting rents, collecting delinquent rent, filing evictions, posting bills and handling lease renewals. Manage Accounts Receivable, Accounts Payable and Budgets.
• Assist with creative ideas on how to generate traffic and obtain resident retention.
• Lease apartments that are currently vacant or will be in the future. Secure lease renewals from existing residents. Ensure the community generates a satisfactory cash flow. See Community Leasing below.
• Maintain all financial and budgeted expectations set within the annual budget. 
• Balance all resident ledgers and reports. 
• Verify status of vacant units to confirm that all units are ready to lease and inspect all pre-leased apartments prior to the resident’s scheduled move-in.
• Other functions as necessary. 

• Responsible for ensuring efficient and courteous response to all resident requests with follow-up calls and excellent customer service.
• Route any service requests needed to the maintenance team and monitor resident satisfaction in person or through follow-up calls. Pick up litter on the Community and report any needs to maintenance team.
• Assist in turns and work order management as needed.

• Residents may call or visit in person and will require the Community Support Manager to listen respectfully to their requests, complaints, and comments.
• Respond accordingly to rectify the situation after discussing it with the Community Manager when required. Ensure consistency with residents on all matters.
• Write and distribute resident notices as needed.
• Resident Renewals: send out all renewals 120-days prior to expiration of lease, monitor pending renewals weekly, send non-renewals according to policy with approval of Corporate. Distribute and follow-up on renewals daily until finalized. Maintain budgeted renewal percentage year over year.
• Enforce Community Policies.

• Greet prospects and determine needs and wants. Complete guest card.
• Tour Community by showing model or ready vacant apartments. Highlight amenities (i.e., pool, clubhouse, and fitness center) and close the sale. 
• Have prospect complete all application paperwork and secure deposit and application fee.
• Update Weekly Activity Status Report.
• Maintain all financial and budgeted expectations set within the annual budget relating to income.
• Obtain required information to process applications for approval (i.e., credit check, rental history, and employment verification). 
• Once approved by the Community Manager, type lease and applicable addendums. Ensure apartment is ready for move-in on the agreed date.
• Follow up on prospects unable to close (i.e., phone calls, thank you notes and e-mails) attempt to close sale again.  If not viable prospect for our community, work to send the prospect to a sister Community to meet their needs without losing them to a competitor.
• Secure new resident signature(s) on appropriate paperwork prior to move-in.  
• Review and orient new residents to the community’s specific rules, regulations, and policies.
• Maintain a high physical occupancy by focusing their efforts on the attraction and retention of qualified residents to his or her community. Responsible for leasing, marketing, and maintaining positive resident relations.
• Ensure Entrata Dashboard and Meet Elise compliance daily. 
• Update all websites with current availability and pricing.
• Place multiple daily ads on Craigslist.com, Facebook and other online advertising mediums.
• Distribute resident flyers promoting Resident Referral Fees & various community events or promotions.
• Assist in placing, removing, and updating all banners, balloons, bandit signs and flags around the property and other locations where outward marketing is performed.
• Distribute newsletters, flyers, and pamphlets.
• Shop competitors monthly. Keep updated market surveys.
• Suggest specials and/or pricing modifications based on market surveys to stay competitive.

OTHER ASPECTS OF THE JOB:

Community Support Managers may be required to assist in special projects or activities designated by the company. This may include due diligence, Community acquisition/disposition, and serving on or participating in company sponsored functions.

This job description is not an all-inclusive list of functions and tasks. Job functions may be added, deleted, or modified at any time by your management team. Receipt or possession of this job description does not constitute a contract of employment.

EDUCATION AND MANDATORY SKILLS:

-High school diploma or equivalent required; bachelor’s degree preferred.

-Highly proficient computer skills including MS Word, Excel, Outlook, and PowerPoint.

-PMS experience is a plus

-Entrata Property Management Software experience a plus

- Experience with industry-related management and accounting software

- Internet and E-mail Savvy

EXPERIENCE AND INDUSTRY KNOWLEDGE:

Position requires 4+ years of property management experience in a leasing and managerial role irequired. CAM/CAPS preferred.

BI-Lingual Spanish/English REQUIRED

TYPICAL PHYSICAL DEMANDS:

Job requires mobility to climb stairs to tour and inspect apartments, public areas, maintenance shops, grounds, and monitor employee activities daily. You will use repetitive motion of your hands and wrists while using the computer daily. You must have a normal range of vision to complete paperwork and review documentation. You will have hearing and speech communication with residents, vendors, supervisors, and employees on the telephone, or in person on a regular basis.