Regional Manager Leasing & Resident Services

The Leasing Team is responsible for moving prospective residents from their initial inquiry through showing application approval lease signing and move-in.

The departments goal is to consistently complete approximately 5060 new leases each month.

The Resident Services Team serves as the primary point of contact for residents throughout their tenancy.

• Maintain daily visibility into open resident issues pending renewals upcoming move-ins and move-outs unresolved communications and escalated resident concerns.
• Ensure all resident phone calls are answered live whenever possible.
• Ensure resident emails are responded to within two business hours.
• Make sure resident concerns are properly documented followed through and brought to resolution.
• Monitor lease renewal activity and ensure renewals are started early communicated clearly and completed on time.
• Ensure move-ins and move-outs are organized professional and completed according to company procedures.
• Review escalated resident complaints and make final decisions when management involvement is required.
• Ensure lease violations and other resident issues are handled consistently and professionally.
• Make sure residents receive clear and timely communication regarding maintenance issues.
• Identify recurring resident-service problems and address the underlying process training or accountability issue causing them.

Augusta Rental Homes manages approximately 200 Low-Income Housing Tax Credit units across four properties.

The Leasing & Resident Services Manager must understand LIHTC compliance well enough to identify errors train team members and ensure that our LIHTC properties remain compliant.

You will be responsible for the performance of approximately 10 Leasing and Resident Services team members.

This position requires someone who manages through visibility metrics and accountability.

The Leasing & Resident Services Manager should know the health of both departments at all times.

You should be able to look at the department each morning and quickly determine what is working what is falling behind and where management attention is required.

While every day will be different this manager should generally begin the day with a clear review of department performance.

That includes reviewing:

• Current available properties and days on market
• Previous days leads and leasing activity
• Showings and showing follow-up
• Pending applications
• Approved applications awaiting lease
• Unsigned leases
• Upcoming move-ins
• Upcoming and outstanding lease renewals
• Open or escalated resident-service issues
• Communication response times
• LIHTC files or compliance items requiring attention
• Staffing attendance and training concerns

From there the manager is expected to set priorities for the teams remove obstacles coach team members address exceptions review performance and make sure work continues moving forward. The objective is not for the manager to personally do everyones work. The objective is to build and lead teams that consistently produce the expected results.

The Leasing & Resident Services Manager will have significant authority to make decisions involving Leasing and Resident Services.

The manager is expected to make sound decisions independently while knowing when an unusual issue should be escalated to the Market Director or company leadership.

What Success Looks Like

After six months we should be able to say we hired the right person because:

• The Leasing Team is consistently producing approximately 5060 new leases per month.
• Available units and days on market are being actively managed rather than simply reported.
• Lease renewals are being completed consistently and on time.
• Resident phone calls and communications are being handled quickly and professionally.
• Resident issues are resolved at the department level without unnecessary escalation.
• LIHTC files and processes are accurate organized and compliant.
• Both departments are fully staffed trained and accountable.
• Problems are identified early instead of becoming emergencies.
• Leadership has confidence that Leasing and Resident Services are organized measurable and under
• control.

Required

• 5 years of property management experience in a significant leadership or operational role.
• Demonstrated experience managing property management operations at scale.
• Previous responsibility for leading training and holding a team accountable.
• Direct Low-Income Housing Tax Credit (LIHTC) experience.
• Strong working knowledge of LIHTC certifications income calculations student eligibility
• recertifications compliance files and audits.
• Strong understanding of residential leasing and resident relations.
• Experience using performance metrics and operational reports to manage a department.
• Ability to manage a high volume of activity while maintaining organization and attention to detail.
• Strong written and verbal communication skills.
• Ability to handle difficult resident employee and operational conversations professionally.
• Strong problem-solving and decision-making ability.
• Experience with property management software and related technology.

Preferred

• Candidates may come from a variety of property management backgrounds. Successful applicants may
• have previously served as a:
• Regional Manager
• Director of Leasing
• Director of Operations
• Senior Property Manager
• Senior Community Manager
• Multifamily Regional Manager
• Portfolio Manager
• LIHTC Regional or Compliance Leader

The specific title is less important than demonstrated experience leading people managing a large volume of property management activity and producing measurable results.

Experience may come from either multifamily or single-family property management provided the candidate has operated at sufficient scale.

Work is performed in an office environment and requires the ability to operate standard office equipment and keyboards. Required to stand walk and sit; talk or hear both in person and by telephone; use hands to finger handle or feel objects or controls; reach with hands and arms. Regularly required to stoop kneel bend crouch and occasionally lift up to 25 lbs. Specific vision abilities required by this job include close vision distance vision depth perception color vision and the ability to adjust focus. Must have the ability to operate a vehicle to visit and perform property inspections.

This is a full-time MondayFriday in-office leadership position based in Augusta Georgia.

The manager will also periodically visit properties within the Augusta market as needed.

A valid drivers license and reliable transportation are required.