Resident Services Manager in Knoxville, Tennessee at West Shore

Resident Services ManagerPosition OverviewThe Resident Services Manager helps run day-to-day operations at the apartment community, reports to the Property Manager, and steps in for the Property Manager when needed. The role balances resident service, rent collection, leasing support, and office administration, with the goal of keeping occupancy high, delinquency low, and residents happy.
As the face of the property, the Resident Services Manager works closely with the Property Manager and on-site team to build a welcoming, connected community and give every resident, prospect, and guest a great experience.Key ResponsibilitiesFinancial management

• Collect rent and other payments; post receipts accurately and make bank deposits on schedule.
• Manage delinquency: send late notices, set up payment plans, and prepare eviction filings in line with company policy and local law.
• Process move-in and move-out charges, security deposit dispositions, and resident ledger adjustments.
• Help prepare monthly reports, including rent rolls, delinquency, and occupancy.
• Code and process invoices and purchase orders; help track spending against the operating budget.

Resident relations

• Serve as a main point of contact for residents, responding to questions and concerns promptly and professionally.
• Keep the office open and welcoming for residents, prospects, guests, and vendors.
• Handle complaints and lease violations under the Property Manager's direction, documenting all communication.
• Keep a log of resident issues and the services provided.
• Monitor resident feedback on Kingsley [or the company's survey platform] and address concerns within 24 hours.
• Coordinate resident events, at least one per month, and help residents connect with one another.
• Prepare and deliver move-in and renewal gifts.
• Coordinate lease renewals, including sending offers and following up.

Leasing and marketing

• Greet, tour, and lease to prospects, and respond promptly to all incoming leads.
• Process rental applications, including screening, background checks, and approvals.
• Prepare lease documents and make sure they are complete and correctly signed.
• Learn the community and surrounding neighborhood well enough to sell both.
• Manage the community's social media and online reputation, including responding to reviews.
• Oversee distribution of the monthly resident newsletter.
• Monitor market conditions and competitor pricing.

Operations and maintenance

• Enter and track service requests; follow up with residents to confirm completion.
• Coordinate unit turns with the maintenance team and vendors so units are ready on time.
• Conduct move-in, move-out, and periodic unit inspections.
• Walk the property regularly to spot curb appeal, safety, and maintenance issues.

QualificationsRequired

• High school diploma or equivalent.
• 2+ years of experience in residential property management, leasing, or a related customer service role.
• Working knowledge of Fair Housing laws and landlord-tenant regulations.
• Experience handling rent collection, accounts receivable, or basic bookkeeping.
• Valid driver's license and reliable transportation.

Preferred

• Associate's or bachelor's degree in business, real estate, or a related field.
• Experience with property management software such as Yardi, RealPage, Entrata, or AppFolio.
• Industry credentials such as CAM (Certified Apartment Manager), CALP, or NALP.
• [If applicable: Affordable housing experience and LIHTC/HUD certifications such as COS or TCS.]
• Bilingual (English/Spanish or other languages common in the community).

Skills and Competencies

• Customer service: Stays calm, courteous, and solution-focused with residents, including in tense situations.
• Resident focus: Understands the needs of the resident population and helps build a strong sense of community.
• Attention to detail: Keeps ledgers, leases, and files accurate.
• Organization and flexibility: Manages a complex, shifting workload of collections, move-ins, renewals, events, and service requests without dropping deadlines.
• Communication: Writes and speaks clearly with residents, vendors, and the team, including on social media and in newsletters.
• Problem solving: Uses sound judgment and knows when to escalate.
• Technology: Comfortable with Microsoft Office or Google Workspace, email, social media, and property management software.
• Integrity: Handles money and confidential resident information responsibly.

Physical Requirements and Work EnvironmentThe role is based in the leasing office, with regular time spent walking the grounds, buildings, and vacant units in all weather.

• Sit at a desk and use a computer for extended periods.
• Walk the property, climb stairs, and inspect units throughout the day.
• Lift and carry up to [25] pounds occasionally (files, supplies, event materials).
• Work some evenings and weekends, and take part in an on-call rotation for after-hours emergencies.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.Other DutiesThis job description does not list every duty of the role. Duties, responsibilities, and activities may change or be assigned at any time, with or without notice.