Resident Services Manager - The Hilltop… at Greystar · Santa Cruz

RESIDENT SERVICES MANAGER - THE HILLTOP (STUDENT LIVING) Location: The Hilltop, Santa Cruz, CA ABOUT GREYSTAR Greystar is a leading, fully integrated global real estate platform offering expertise in property management, investment management, development, and construction services in institutional-quality rental housing. Headquartered in Charleston, South Carolina, Greystar manages and operates over $300 billion of real estate in more than 265 markets globally with offices throughout North America, Europe, South America, and the Asia-Pacific region. Greystar is the largest operator of apartments in the United States, managing over one million units/beds globally. Across its platforms, Greystar has nearly $79 billion of assets under management, including over $35 billion of development assets and over $36.5 billion of regulatory assets under management. Greystar was founded by Bob Faith in 1993 to become a provider of world-class service in the rental residential real estate business. To learn more, visit www.greystar.com. JOB DESCRIPTION SUMMARY This role manages customer support to all residents and retail tenants for assigned properties by ensuring timely communication and follow-up with all residential and commercial tenant concerns, including service requests, accounting, billing and payments inquiries, and any lease related issues or questions. The role will act as liaison between the business offices and the commercial tenants to ensure quality customer service and support for all commercial tenants and will also support the business office teams by assisting with planning and execution of resident events to help ensure strong retention. JOB DESCRIPTION •    Serves as the liaison between residents, commercial tenants, Greystar management offices, and client/owners. •    Reviews and understands all commercial leases and abstracts to clarify responsibilities of both the manager/owner(s) and the commercial tenants. •    Supports and achieves high levels of customer satisfaction and retention by ensuring timely communication and follow-up with all residential and commercial tenant concerns, including lease requirements and rent and fee payments. •    Promotes satisfaction and retention by responding to questions, complaints, and service requests promptly and effectively, and taking appropriate action to resolve, address, and follow up on all inquiries and issues. •    Reviews CAM charge billings for accuracy and explains charges to commercial tenants. •    Ensures maintenance team members and vendors comply with company standards for timely service request responses. •    Conducts regular property inspections to ensure safety, cleanliness, and general appearance and to monitor lease violations and maintenance standards. •    Develops and coordinates resident and tenant communications, including newsletters, surveys, and lease violation letters. •    Organizes and executes events for residents, tenants, and the local community, including social and charitable events. •    Checks and responds to phone and email messages throughout the day. •    Reviews nightly reports from Courtesy Patrol Officers and Valet Living, following up on incidents and lease violations, as necessary.   •    Prepares and delivers reports to client/owners as required. •    Attends and participates in weekly meetings with client, LOA, and other support teams as required.  •    Assists with vendor and resident communication during emergency maintenance situations. •    Assists in managing the client/owner relationship by meeting with the owners, conducting property tours, providing updates and information about the property’s performance, and responding to owner requests as needed. The hourly range for this position is $23 - $26 Additional Compensation: Many factors go into determining employee pay within the posted range including business requirements, prior experience, current skills and geographical location. • Corporate Positions: In addition to the base salary, this role may be eligible to participate in a quarterly or annual bonus program based on individual and company performance. • Onsite Property Positions: In addition to the base salary, this role may be eligible to participate in weekly, monthly, and/or quarterly bonus programs. Robust Benefits Offered*: • Competitive Medical, Dental, Vision, and Disability & Life insurance benefits. Low (free basic) employee Medical costs for employee-only coverage; costs discounted after 3 and 5 years of service. • Generous Paid Time off. All new hires start with 15 days of vacation, 4 personal days, 10 sick days, and 11 paid holidays. Plus your birthday off after 1 year of service! Additional vacation accrued with tenure. • For onsite team members, onsite housing discount at Greystar-managed communities are available subject to discount and unit availability. • 6-Week Paid Sabbatical after 10 years of service (and every 5 years thereafter). • 401(k) with Company Match up to 6% of pay after 6 months of service. • Paid Parental Leave and lifetime Fertility Benefit reimbursement up to $10,000 (includes adoption or surrogacy). • Employee Assistance Program. • Critical Illness, Accident, Hospital Indemnity, Pet Insurance and Legal Plans. • Charitable giving program and benefits. *Benefits offered for full-time employees. For Union and Prevailing Wage roles, compensation and benefits may vary from the listed information above due to Collective Bargaining Agreements and/or local governing authority. Greystar will consider for employment qualified applicants with arrest and conviction records. Important Notice: Greystar will never request your banking details or other sensitive personal information during the interview process. Greystar does not conduct any interviews via text or messaging, and all communication will come from official Greystar email addresses (@greystar.com). If you receive suspicious requests, please report them immediately to AskHR@greystar.com.