Community Relations Manager-Cortland RTP-Durham, NC - Cortland

Intro

At Cortland, you map the story of your success. We don't adhere to the status quo, we love outside industry perspective, and we thrive on exploring possibilities and reimagining solutions. As an innovative leader in multifamily, our high performance continues to drive exponential growth – and we invite you to join us on our journey towards real estate excellence. With tools and guidance to sharpen your skills, you can forge your own career path, love what you do, and let it show.

Job Overview

As a Community Relations Manager, you will take a leading role in providing your community’s residents with a top-notch living experience that ensures delight with their daily interactions with their home, and their environment. You are the eyes and ears of your community’s Center of Excellence, as well as the face of your resident’s support system.  You will work closely with your COE as well as lead other onsite associates in the execution of strategic resident services initiatives and assist with the management of business operations for multimillion dollar, multifamily apartment home communities. 

Roles You Will Play

 Provide excellent customer service while maintaining the highest standards of courtesy, respect, and sensitivity for resident service and engagement. 

• Directly assist the multi-site Community Manager in leading a team in their daily activities to ensure compliance with company and government policies, procedures, and expectations including safety, OSHA compliance, and Fair Housing guidelines. 
• Perform regular community inspections, i.e., vacancies, make-ready apartments, models as well as conducting move-in and move-out inspections. 
• Regularly inspect the property for community policy violations, needed repairs and overall appearance, and resolve concerns timely. 
• Manage and maintain vendor relationships. 
• Assist the community’s COE with accepting move out notices, service requests, resident transfers and other in-person resident needs. 
• Partner with your COE to keep your finger on the pulse of resident satisfaction levels to ensure we are delivering everything our residents expect and beyond. 
• Continuously monitor Funnel for incoming tasks assigned by your COE and ensure timely completion and schedule follow-ups where necessary. 
• Greet and communicate with walk-in prospective residents. 
• Process in-person rental payments. 
• Deliver notices to residents as needed. 
• Review performance management dashboards that measure renewal rates, resident satisfaction, move-ins/move-outs, traffic activity, closing ratios, application statuses, and other key community metrics. 
• Establish, manage, and maintain marketing programs and social media presence.  

• Guide your team in the creation of meaningful resident experience programs by creating tactical plans and evaluating community performance. 
• Inspire your community colleagues to continually strengthen resident event strategies. 
• Partner with teams from other communities to deepen the company’s relationship with residents and achieve resident retention goals. 

The Impact You Can Make 

• Your reputation as a hands-on manager and decisive tactician grows daily, and the multi-site Community Manager feels totally confident leaving you to run the community during absences. 
• Your team is ground zero in top-tier customer satisfaction and the creation of great ideas that spread to our other communities in the region. 
• You serve as the liaison for your residents and prospective residents to access the best service and support channels to address their needs. 

Building Blocks of Success

• Bachelor’s degree or equivalent industry / customer service experience required 
• 3+ years of Property Management experience preferred 
• Experience in sales and customer service  
• Excellent written and verbal communication skills 
• Stellar attention to detail and organization skills 
• Strong analytical, critical thinking and problem-solving skills 
• Able to multitask and meet deadlines in a timely and organized manner. 

• Proficiency in Microsoft Office Suite, Funnel, OneSite and RealPage applications 
• Flexibility to work weekends and/or extended hours as needed. 

Outro

At Cortland, we create, reimagine, and manage apartment communities for residents nationwide. Headquartered in Atlanta, GA, we have communities and regional offices all over the country, as well as overseas. From product design and procurement to general contracting and property management, we do it all – to make sure our communities are the perfect setting for living life to its fullest.

Our success is fueled by our belief in a better life – where hospitality is always a given, each detail is worth a second thought, and every open door is a new opportunity to go beyond expectations. We come to work every day to create possibilities for people – possibilities that translate into superior living spaces and experiences designed to inspire our residents, associates, and investors to live a better life focused on what matters most to them.

Cortland is an equal opportunity employer, and we’re proud to support and celebrate diversity in the workplace. We are committed to equal consideration for all qualified applicants regardless of race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, genetic information, or any other characteristic protected by applicable law. If you have a disability and need an accommodation or assistance with the application process and/or using our website, please email talentresources@cortland.com or call 404.965.3988. Cortland is a drug-free workplace. Cortland participates in e-verify to verify the employment status of all persons hired to work in the United States.

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