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Resident Services Office Supervisor

Company: Related Companies
Location: Bethesda
Posted on: March 28, 2020

Job Description:


The Resident Services Specialist, under the supervision of Property Manager, is responsible for the direct supervision of the Resident Services office and the Related Rentals Foundations program in compliance with all company policies and procedures and with Equal Employment Opportunity, Fair Housing and Human Rights statutes. In addition, the Resident Services Specialists responsibilities include accounts receivable functions (collections and controlling delinquency), administering the RMC Service Request Program and addressing all site control issues.


The Resident Services Specialist's tasks include, but are not limited to, the following:

  • Ensures timely rent posting and bank deposits.
  • Aggressively pursues rent collections and controls delinquency (2% of GP by monthly close out).
  • Processes write offs after completing move out reconciliations.
  • Promptly files all outstanding balances on previous residents with the collection agenc
  • Obtains an activity report for the property each quarter from the police department. Updates the Microsoft Excel spreadsheet.
  • Conducts routine building inspections.
  • Issues infraction notices for all observed lease violations (patio, dish, trash violations).
  • Completes service requests for all necessary building and/or common area repairs.
  • Ensures property cleanliness (breezeways, common areas, laundry, restrooms, and mail).
  • Inspects the landscaping and notifies the landscaper of failing shrubs and plant material. Requests approval from the Property Manager to improve areas in need of new sod or fresh mulch.
  • Inspects canals and informs the Maintenance Supervisor and janitorial staff when trash and debris removal is necessary. Contacts the canal maintenance service for all other issues.
  • Supervises the service request program to assure a prompt response time by the maintenance staff, as well as proper follow up by the administrative staff according to RMC policy. Pursues resources as needed to provide high levels of service.

  • Follows up with residents on notices to vacate to encourage continued residency.
  • Assesses and resolves resident complaints expeditiously.
  • Confirms that residents are fully and properly notified of all issues that affect their residency.
  • Prepares and processes appropriate written communications such as memos, letters and reports. Copies of all correspondence should remain on file, as well as documented on the Interview Record.
  • Organizes and hosts social events to promote resident retention.
  • Conducts follow up on all annual resident survey responses.
  • Oversees the recertification and renewal process.
  • Reviews the recertification tickler on a weekly basis.
  • Spot checks several recertification files on a weekly basis.
  • Reviews all agency reports for accuracy prior to submission to the Training and Development Specialist.
  • Compares the recertification tickler, recap and rent roll report once per month for consistency.
  • Maintains a neat and organized office environment (desks, files, equipment, etc).
  • Prepares Incident reports. Provides proper notification to management and the insurance carrier.
  • Prepares community awareness letters when necessary.
  • Maintains accurate resident data (emergency numbers, work numbers, etc.).
  • Supervises the Administrative Assistant. Reviews the open service request report, tags out and resident calls back log on a daily basis.
  • Works together with the Property Manager to maintain good relations between staff members of the resident services office and leasing offices.
  • Meets with the Property Manager on a daily basis to inform him/her of pending issues and potential liabilities.
  • Participates in special projects as requested by the Property Manager and/or regional staff


    • Strong administrative and organizational skills.
    • High School diploma or equivalent.
    • Ability to prioritize and handle multiple tasks.
    • Must have excellent customer service skills.
    • Must be able to work independently and as part of a team of professionals.
    • Working knowledge of Microsoft Word and Excel.
    • Exposure to accounts payable helpful.

      Related is an Equal Opportunity Employer

      For information about how we use your personal information, including information submitted for career opportunities, please review our Privacy Policy at


      Related Companies is the most prominent privately-owned real estate firm in the United States. Formed over 40 years ago, Related is a fully-integrated, highly diversified industry leader with experience in virtually every aspect of development, acquisitions, management, finance, marketing and sales. Headquartered in New York City, Related has offices and major developments in Boston, Chicago, Los Angeles, San Francisco, South Florida, Washington, D.C., Abu Dhabi, London and Shanghai and boasts a team of over 3,000 professionals. The Companys existing portfolio of real estate assets, valued at over $30 billion, is made up of best-in-class developments in premier high-barrier-to-entry markets across all asset classes.

      Related has dramatically redefined the concept of metropolitan luxury by introducing extraordinary residential rental properties in Boston, Chicago, Los Angeles, San Francisco and New York City. With each new building, Related has been hailed for setting new standards of excellence in the luxury rental marketplace. To ensure that every resident in every Related building enjoys the very finest services, unsurpassed amenities, and a luxury lifestyle without compromise, Related Companies takes great pride in managing every building it owns. Related owns and manages 261 Hudson, 456 Washington, Abington House, The Caledonia, The Easton, The Lyric, MiMA, One Carnegie Hill, One Union Square South, Riverwalk Crossing, Riverwalk Point, The Sierra, The Strathmore, The Tate, Tribeca Green, Tribeca Park, Tribeca Tower, The Westminster and The Westport in New York City (and manages 1214 Fifth Avenue and 89 Murray also in New York City), One Back Bay and The Arlington in Boston, 500 Lake Shore Drive and Landmark West Loop in Chicago, The Emerson in Los Angeles, The Paramount in San Francisco and One Hill South in Washington, D.C. Related also owns an extensive portfolio of workforce and affordable housing and has several new rental developments underway across the country. For more information about Related Companies please

Keywords: Related Companies, Bethesda , Resident Services Office Supervisor, Administration, Clerical , Bethesda, Maryland

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