Resident Services Manager - Multifamily Portfolio
CHARLESGATE, Worcester, MA, United States
Resident Services Manager
Charlesgate Property Management is seeking a smart, organized, and proactive Resident Services Manager to join our growing team. This person is the primary contact for residents and the owner of all things related to resident experience. They also contribute to the overall performance of the portfolio which includes financial performance, physical building maintenance, and risk management. You will work with staff maintenance technicians, outside vendors, and our project management team as needed for maintenance, repairs, and capital projects. Management services are to be performed in a high-quality manner with a sense of urgency. Clients and property must be treated with the utmost respect and hospitality.
Key Attributes
is vigilantly organized and process driven
is proactive and knows how to be creative to find solutions to problems
can handle all types of personalities and does not rattle easily if a situation becomes stressful
can easily work on multiple projects and deadlines simultaneously but can focus on the task at hand without being distracted
is comfortable doing any task, big or small, to get the job done and help grow the business
is an excellent communicator and is comfortable speaking with and writing to tenants and owners on a regular basis
has a strong understanding of real estate financial reporting and budgeting
has a strong understanding of multifamily residential physical property systems and equipment including plumbing, heating/cooling, electrical, and water/sewer
has extremely high standards and is committed to completing tasks the right way
Requirements
B.A. or other university degree
3+ years of experience in residential property management
Duties & Responsibilities (examples of but not limited to…)
Managing maintenance requests, proactively supervising maintenance technicians to ensure work order and project completion on time and on budget
Proactively communicating with residents to provide ongoing updates and recommendations to prevent problems as part of excellent service protocol
Scheduling and negotiating with vendors to provide proposals for repairs and improvements
Scheduling and supervising preventative maintenance items for portfolio
Conduct building walk-throughs, ensuring buildings look their best and communicating with owners on issues/ideas for improvements
Troubleshoot building issues and manage appropriate vendors or staff to resolve issues
Proactively follow up on delinquencies, ensuring timely rent collection
Ensure all lease paperwork, charges, pass‑through fees are properly documented
Oversee the move‑in/move‑out process
Coordinate with the leasing team to ensure all units are properly listed and marketed
Oversee the renewal process
Supervise vendors and staff on site where necessary
Handle on‑call emergency service on nights and weekends (part of a rotation)
Equal Opportunity Statement CHARLESGATE Property Management is committed to providing equal employment opportunities and complying with all applicable federal, state, and local laws. We strive to maintain a work environment free from harassment, discrimination, or retaliation based on age, race, color, national origin, ancestry, religion, sex, sexual orientation (including transgender status, gender identity or expression), pregnancy (including childbirth, lactation, and related medical conditions), physical or mental disability, genetic information, veteran status, uniformed service member status, or any other protected status.
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Key Attributes
is vigilantly organized and process driven
is proactive and knows how to be creative to find solutions to problems
can handle all types of personalities and does not rattle easily if a situation becomes stressful
can easily work on multiple projects and deadlines simultaneously but can focus on the task at hand without being distracted
is comfortable doing any task, big or small, to get the job done and help grow the business
is an excellent communicator and is comfortable speaking with and writing to tenants and owners on a regular basis
has a strong understanding of real estate financial reporting and budgeting
has a strong understanding of multifamily residential physical property systems and equipment including plumbing, heating/cooling, electrical, and water/sewer
has extremely high standards and is committed to completing tasks the right way
Requirements
B.A. or other university degree
3+ years of experience in residential property management
Duties & Responsibilities (examples of but not limited to…)
Managing maintenance requests, proactively supervising maintenance technicians to ensure work order and project completion on time and on budget
Proactively communicating with residents to provide ongoing updates and recommendations to prevent problems as part of excellent service protocol
Scheduling and negotiating with vendors to provide proposals for repairs and improvements
Scheduling and supervising preventative maintenance items for portfolio
Conduct building walk-throughs, ensuring buildings look their best and communicating with owners on issues/ideas for improvements
Troubleshoot building issues and manage appropriate vendors or staff to resolve issues
Proactively follow up on delinquencies, ensuring timely rent collection
Ensure all lease paperwork, charges, pass‑through fees are properly documented
Oversee the move‑in/move‑out process
Coordinate with the leasing team to ensure all units are properly listed and marketed
Oversee the renewal process
Supervise vendors and staff on site where necessary
Handle on‑call emergency service on nights and weekends (part of a rotation)
Equal Opportunity Statement CHARLESGATE Property Management is committed to providing equal employment opportunities and complying with all applicable federal, state, and local laws. We strive to maintain a work environment free from harassment, discrimination, or retaliation based on age, race, color, national origin, ancestry, religion, sex, sexual orientation (including transgender status, gender identity or expression), pregnancy (including childbirth, lactation, and related medical conditions), physical or mental disability, genetic information, veteran status, uniformed service member status, or any other protected status.
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