Primary Responsibility: The Community Manager is a dynamic individual with strong, proven leadership and management skills. S/he is self-motivated and driven to achieve positive results. S/he has the ability to solve challenges creatively and is able interact with a wide variety of people. The Community Manager is customer-focused and ensures that the needs of internal and external customers are met with excellence.
Manages the apartment community to achieve expected business and financial outcomes. Implements the company and leasing, accounting, maintenance, resident relations, management reports, and other policies.
Hires, trains, supervises, and motivates all on-site personnel.
Ensures that the customer experience is exceptional.
Ensures all reports related to community operations are completed as required.
Attend an all applicable monthly, quarterly, or annual trainings to ensure current knowledge of all processes, procedures, software, and policies. Proactively request training and assistance on any areas needed.
Meet Cash Flow Objectives:
Optimize / Maximize Revenue
Ensure maximum market rents, based on key metrics, are achieved.
Minimize vacancy loss, delinquency, concessions, bad debts, and any other rent losses.
Maximize other income.
Ensure operating cash flow is positive and meets budgeted targets and ownership expectations.
Plan, schedule, and control expenditures in order to obtain products and services at minimum cost while maintaining quality standards.
Create, review, and approve purchase orders and invoices in accordance with the property’s budget and company guidelines.
Commit invoices weekly for payment.
Schedule and approve vendor services.
Meet or exceed budgetary expenditure guidelines.
Lead the Team of Associates:
Recruit, train, and develop associates.
Motivate by giving consistent constructive feedback, modeling positive behavior and performance, and by recognizing and rewarding exceptional results.
Conduct weekly staff meetings.
Conduct timely performance evaluations in accordance with company policies and procedures.
Administer corrective and disciplinary actions as needed in accordance with company policies, with the guidance of the Regional Manager and the Director of Human Resources.
Ensure Excellent Customer Service and Community Building:
Manage the process to ensure outstanding customer service with the appropriate follow-up and follow-through on the status and completion of work orders.
Respond to resident concerns in a timely and professional manner and according to company policy.
Ensure that resident social activities are scheduled to build community.
Provide regular resident communications, including resident newsletters, email blasts, letters, text/voice messages, and other methods as appropriate.
Follow up with all residents 90 to 120 days prior to lease expiration.
Foster a customer service culture throughout the community team.
Respond to resident hotline complaints with a plan of action within 24 hours and completion within 48 hours (business days).
Ensure that on-site staff is following company policies and procedures.
Ensure timely and accurate completion of forms, reports, and financial data.
Perform budgetary planning and preparation.
Supervise accounts payable and receivable.
Approve payroll and commissions when applicable and submit in a timely manner.
Review the internal file audit to ensure the property will achieve a score commensurate with company policy.
If applicable, maintain property records in compliance with government regulatory agency requirements.
Act as the subject matter expert for all computer systems and all software. Manage the successful use of all software in operations.
Approve rental applications; lease agreements, and renewal/recertification files according to company policies.
Actively pursue renewals and implement the renewal program.
Enforce the career apparel policy as applicable.
Act as petty cash custodian; dispense cash for validated activities and receipts. Reconcile receipts monthly and remit to Regional Manager.
Ensure adherence to R&S in Standardization guide and Upload Rise and Shine Standardization weekly on Fridays.
Ensure all Incidents are reported within 24 hours using the specified system and or documents. Notify Regional Manager immediately upon knowledge of any occurrence of serious events.
Direct Community Maintenance and Improvement:
Maintain company standards regarding landscaping and curb-appeal.
Meet daily with Service Manager to review outstanding work orders, make ready dashboard, purchase orders and overall property priorities.
Survey property daily and ensure standards for safety and curb- appeal are being met. (Lights, Gates, & Trash).
Ensure that zone inspections, UPCS, Household and routine maintenance are completed on schedule.
Ensure the preventative maintenance plan is completed. Meet monthly with Service Manager to ensure compliance to schedule. Document completion in PM Plan.
Plan, and schedule with the service manager, any approved major property and capital improvements in accordance with the budget and final approval from Regional Manager prior to execution.
Submit recommendations for extraordinary expenditures.
Maintain current approved vendor files.
Follow the correct procedure to add new vendors to the approved vendor list.
Ensure the safety evaluation is completed and all life safety issues are addressed in a timely manner.
Inspect apartments to ensure readiness in adherence to company policy. Certify inspection and readiness with signed tent cards.
Oversight of asset inventory and control inclusive of a monthly reporting and management.
Complete any additional duties as may be assigned by the Regional Manager and/or senior leadership.
Execute all action plans provided for team. Proficient in all tasks and roles at the community and able to step into open positions when necessary.
Previous Work Experience:
Two years’ experience in the multi-family apartment industry.
Leadership / management experience in a similar and/or related industry required.
Previous responsibility for implementing company policy.
Previous profit center management or P&L responsibility.
Previous responsibility for controlling expenditures.
Previous experience in leading a team.
Previous experience with handling customer service.
High School Diploma or GED.
College degree preferred, CPM, or ARM candidate a plus.
Industry certifications and or willingness to obtain certifications as needed and required by governing agencies.
For almost 30 years, The Integral Group LLC (“Integral”) has been fortunate to have had a number of outstanding clients and partners that have played key roles in the Company’s growth and development. Complementing those clients and partners is a team of committed associates that are intensely focused on achieving pre-eminence in the quality of the customer experience that we provide. We do this by continuously innovating and by creating great urban communities and development projects that offer affordable, workforce and luxury housing options.
Our extensive experience creating master planned, mixed-use and mixed-income communities, multi-family and senior housing residences, and transit-oriented developments provides opportunities that help us bring our vision to life.
The unique path that we have traveled to arrive at this place, at this time, has made us stronger than many of our competitors. We are appreciative of, and grateful for, our good fortune. We recognize that our most critical assets, our human resources, walk in and out of our various offices every day. Thus, we are fiercely committed to investing in helping all of our associates be the best that they can be ...in all respects. We are certain that those investments will pay untold future dividends for the company in ways that we cannot predict at this time.
In addition to our commitment to providing a high-quality customer experience, we aspire to never lose sight of our obligation to 1) play a meaningful part in making the communities in which we do business better off as a result of our presence and 2) provide solid returns to our shareholders and investors. We accomplish the former by creating and maintaining an organizational culture that puts the need to serve others above all else. We accomplish the latter by remaining true to our mission and adhering to our core values, while delivering services of the highest quality to our clients and customers.
Our desire to be a company that leaves lasting positive impacts in our communities across the nation has helped us to set the stage for better performance in the areas of urban revitalization, infill development, smart growth, and public/private partnerships. Because of that, I am confident that we have all been a part of laying the foundation for building an enterprise that will be relevant for decades to come. Accordingly, I want to thank all of you that have had a hand in helping Integral to be the well regarded and forward looking company that it is today.
I welcome the opportunity to continue on more of this journey with you.
Egbert L. J. Perry
Chairman and Chief Executive Officer