Founded in 1978 by Lucy and Henry Billingsley, the organization expertly builds, owns, and manages its properties, ensuring long-term client, resident, and partner return. Specializing in master-planned developments and principles of new urbanism, each Billingsley property signifies technology, convenience, and a vast array of amenities aimed to attract and retain tenants, residents, visitors, and employees. These amenities include art, sculpture, parks, trails, and outdoor public spaces. With over 5,000 acres in DFW, Billingsley has built 5 million SF of Commercial space, 550,000 SF of Retail, 9 million SF of Industrial, and over 10,000 units of Multi-Family. 

The Resident Services Manager will serve as a community liaison and high-level resource for resident’s questions, concerns, and feedback and in accordance with the vision and expectation of the company. The RSM will partner with onsite management and staff to ensure a positive online reputation and overall resident satisfaction.  The RSM will ensure successful utilization of online reviews and resident surveys to identify and then communicate patterns, goals, and improvement opportunities on a regular and timely schedule.  Additionally, the RSM will monitor and manage resident events, rentable spaces, lease violations, resident complaints, and overall community appearance.  The RSM will also assist the leasing staff with overflow of prospective leasing traffic on an as-needed basis.

Job Responsibilities and Duties:

•  Effectively listen to and determine urgency and severity of issues, resolve resident complaints, and kindly enforce the policies needed to ensure fairness and equal application of best practices.
• Continuously collects data on resident issues and community trends, identifies top priorities, documents to appropriate platforms, and communicates with leadership and operating team.
• Partner and collaborate with Management in hosting team meetings to share patterns, goals and opportunities that have been identified throughout each month.
• Monitors and responds to resident online reviews and surveys then utilizes data collected to identify patterns and opportunities for improvement with the goal being to increase favorable resident feedback.
• Coordinate and host resident events as needed. 
• Oversees the process of rentable amenity spaces including marketing, booking and overall condition of the rentable spaces. Understands the budgeted expectations of revenue for these spaces, partners with marketing on advertising to help ensure they meet or exceed those expectations.
• Responsible for management of guest suite inventory, condition, schedule, and services.
• Coordinate with marketing on the advertising of rentable items such as storage, reserved parking and private garage rentals to help achieve budgeted revenue goals.
• Conduct regular inspections of the community to identify actionable items.  Inspections to include common areas, amenities, balconies, and yards. Submit service requests for action items and issue applicable lease violations to ensure resident and company expectations are met. 
• Identifies and charges all applicable lease violations to resident’s accounts. 
• Responsible for small accounting adjustments on the resident ledgers as it relates to lease violation charges or first-time waivers in accordance to Billingsley’s Policy and Procedures.  
• Perform annual audits on items such as garages, storages, and other rentable items to check for accuracy in vacancies. Update the systems availability as well as apply necessary charges or credits to the ledgers based off the audit results.
• Proactive approach to property wide communication with residents on a consistent basis. Examples:  Pet reminders, pool rules, amenity rentals, etc.
• Partner with the Management team to lead emergency situations including incident reporting according to Billingsley’s Policy and Procedures.
• Assist with an overflow of prospective leasing traffic and attend all Leasing training courses to ensure consistent Billingsley processes and languages are used.
• Partner with the Director of Leasing and/or Property Manager to approve and countersign leases, renewals, and emergency transfers as needed.
• Supports the Service Team with effective communication to the residents in appropriately handling challenging resident issues as they relate to recurring or high priority repairs.
• The ability to work weekends is required
• Perform other related duties as assigned to meet the needs of the business.

Knowledge and Skills:

• Ability to deliver the highest level of resident satisfaction through responsive, consistent, positive, and professional interactions.
• Superior time management skills with clear communication written and verbal. 
• Gain extensive knowledge of the community, retailers, and Billingsley to promote community engagement at its highest level.
• Represent the Billingsley Values internal and external.
• Learn a basic level of maintenance knowledge to help troubleshoot resident calls that may not need to convert into a service request.
• Responsible for knowing how to efficiently read a resident ledger and will have the ability to apply a courtesy waiver if it falls within Billingsley’s policies and procedures.  In addition, helping to identify errors on a ledger that is brought to our attention by a resident.
• Represent Billingsley professionally through attire and behavior per the Billingsley Standards of Excellence.
• Conflict resolution and de-escalation skills to overcome challenging situations.
• Financial acumen.

Job Qualifications:

• High School Diploma or equivalent required.
• Minimum 2 years of Customer Service experience or management in a customer service setting.
• Prior Multi-Family industry experience preferred.
• Computer/Electronics: Skilled in using computers, tablets, office equipment and mobile phones to communicate, enter data, or process information, including Microsoft Office applications.
• Yardi experience preferred.