Community Services Manager-Bridge Park

Community Services Manager (Bridge Park)

Summary

The Community Services Manager oversees the administrative functions of Bridge Park, including tracking rent payments, processing invoices, maintaining excellent tenant relations, overseeing the unit turn process, and driving process improvement. This role works closely with the leasing team, the commercial team, and the maintenance team. Strong collaboration is essential to ensure that the administrative functions and sales execution align. This is a management position. As the basis for leadership, the Community Services Manager shall implement the 7 Core Values that Crawford Hoying has established to maintain its desired culture. The Community Services Manager is expected to attend Bridge Park events as needed.

Job Responsibilities (responsibilities may include but are not limited to the following)

Leadership

● Manage direct reports by implementing the 7 Core Values established by Crawford Hoying

o Oversee, train, and develop the Community Services Specialist

o Provide leadership through all stages of employment, including recruitment and hiring, teambuilding, resolving personnel issues, and applying disciplinary procedures

o Prepare annual reviews, set goals, and implement personal development plans

o Motivate team members to participate in classes and training

o Approve schedules, timecards, workloads, and paid time off

o Take responsibility for work product by team members

● Oversee the Community Services Specialist’s work to ensure that all resident and tenant ledgers and accounts are accurate, all receivables and delinquent accounts are handled according to defined standards, all invoices are accurate and submitted in a timely manner, and all lease applications are reviewed for approval and verification

● Train others to exemplify the company’s commitment to exceptional customer service and lead by example

Administration

● Complete monthly variance reports for assigned entities and review them closely with the Community Sales Manager, the Commercial Tenant Manager, and the District Property Manager

● Manage all RealPage recordkeeping, including ensuring the accuracy of resident ledgers and tenant ledgers, executing on delinquent accounts, making sure late fees are assessed, and ensuring invoices are correct and submitted in a timely manner

● Oversee the Community Services Specialist on monthly audits of the following:

o Lease files

o Renters insurance

o Rentable and assignable items (e.g., parking spots, storage)

o Marketing collateral, including websites and social media

● Ensure residents and tenants are in compliance with lease terms, community rules, and policies

● Manage excellent resident relations and resolve all issues in accordance with company standards; maintain records of each issue and response

● In collaboration with the Marketing Department, oversee resident retention opportunities

● Maintain emergency binders and community information materials for assigned properties; update as needed

● Oversee inventory maintenance of office supplies for assigned properties

● Assist in managing vendor relationships

● Manage the renewal process and follow percentage increase expectations per budget

● Provide input to commercial percentage rent and annual calculations

● Oversee legal proceedings and evictions as needed 

Physical Asset Management

● Ensure the highest level of curb appeal

General

● Respond to and collaborate with peers in a timely and supportive manner

● Identify patterns and problem areas and make recommendations to management on areas of improvement

● Effectively prepare for meetings (e.g., create an agenda, provide work product and reading materials, create a collaborative discussion environment, assign and follow up on tasks)

● Conduct all duties in accordance with company Fair Housing regulations, employment law, the Fair Credit Reporting Act, EPA and OSHA regulations, and all other laws pertaining to residential property management

● Perform other duties as assigned

Performance Objectives (objectives include but are not limited to the following)

● The 7 Core Values that Crawford Hoying has established to maintain its desired culture

● Ownership and accountability

● Flexibility and effectiveness when interacting with residents, tenants, vendors, and coworkers

● Customer service feedback

● Asset net operating income

● Strategic approach to problem-solving and troubleshooting

● Timeliness and transactional accuracy

Preferred Knowledge, Skills, Education, and Experience

● A minimum of 4 years of true property management experience

● 2 years of personnel management experience

● A keen understanding of accounting principles and budget processes

● Strong analytical, organizational, problem-solving, and multitasking skills

● Proficiency with Microsoft Office products

● Excellent verbal and written communication skills

● A sense of urgency and responsiveness when following up on matters

● Exceptional customer service and an ability to develop a rapport with people

● An ability to effectively interface across all departments

● Negotiation and conflict-resolution skills

● An ability to give clear direction and respond to inquiries

● Project management skills, including planning, organizing, and coordinating tasks

● Valid driver’s license

Work Environment

The Community Services Manager interfaces with external and internal customers, residents, employees, and vendors on a regular basis. Work hours are typically 9:00am to 6:00pm. This employee may need to work weekends (Saturday and/or Sunday) from time to time, based on needs, and must be available to work after hours, as needed.

Reporting Structure

The Community Services Manager reports to the District Property Manager and oversees the Community Services Specialist(s).

Physical Requirements

This employee’s physical condition and performance must be sufficient for the consistent and successful completion of the responsibilities and professional standards defined for this position. This position frequently requires standing, walking, sitting, reaching with hands and arms, stooping, kneeling, crouching, or crawling, and may require lifting and/or moving up to 25 pounds. The Community Services Manager may be required to drive during the course of their day.

Develops, builds, and manages diverse real estate communities.