Senior Property Manager - Urgent Role

: Salary: $80k-$100k base + 10% bonus and commissions Who we are: New Land is real estate development firm specializing in mixed-use residential and commercial real estate. What we do: We create memorable spaces, focused on user experience, believing that cities thrive when they're diverse, walkable, and culturally vibrant. Recent and current multi-family developments include KinetiK, Ascent MKE, Element, and Nova Apartments. Community projects include Black Cat Alley, a defunct alley turned public arts space and the permanent placement of the Milwaukee Film Festival in the Oriental Theater, a unique movie theater on the National Register of Historic Places. What we are hiring for: We are currently hiring an on-site Property Manager for Ascent MKE, a luxury apartment community located in Milwaukee, WI. The Senior Property Manager – Single Site (“Property Manager”) focuses on maximizing the profitability of the assigned property through the management of the leasing, leases, and physical characteristics of the assigned property. The Property Manager (at the assigned property and within the assigned team) is responsible for making sure the tenants honor their leases and the Company honors the commitments made to our teams and to our tenants in our leases in accordance with our Company Values. The Property Manager serves as a professional member of the management team and leader of the assigned property’s management, leasing, and maintenance team of 4 or more; leading the assigned property’s customer service, financial performance, and ongoing problem solving. Assists the Regional Manager (or Vice President of Property Management) and Maintenance Director with operational and customer service issues as needed, and on the assigned property Job Summary: The Property Manager owns the budget revenue and expense lines, including all capital expenditure budgets. The Property Manager owns the property’s leasing performance, occupancy levels, rent rate levels, online review scores and customer satisfaction survey scores, collections, compliance, resident retention, and building condition and unit condition, within budget constraints, and resolution of customer service issues related thereto. The Property Manager provides recommendations and direction to the assigned maintenance personnel on what needs to be done, including work order coordination, prioritization, and unit turnovers. The Property Manager provides feedback and coordinates with the assigned Maintenance Director with regard to property condition and maintenance team performance. The Property Manager provides feedback and recommendations to the Regional Manager (or Vice President of Property Management) with regard to budget constraints, team performance, and execution concerns. The Property Manager acts as a leader in the company in the following additional ways: Analytical/Financial Meets financial goals by adhering to budgets, monitoring expenditures, identifying variances, and implements corrective actions with direction and support from the Regional Manager (or Vice President of Property Management). Recommends unit renovations and capital improvements, including schedule, scope, and budget, and with approval from the Regional Manager (or Vice President of Property Management), executes the approved unit renovation or capital improvement project Owns the entry of leases, charges, and ensures accuracy and their completeness. Enters and approves invoices/payables as needed, reconciles accounts and provides other assistance requested by the accounting team as needed Processes collections, evictions, and notices to vacate, etc. as needed Processes security deposit charges, returns, etc. by the legal due date Provides reports to the Asset Manager, Regional Manager (or Vice President of Property Management) as requested People Management, Development, and Support With assistance from HR and the Regional Manager (or Vice President of Property Management), hires, coaches, trains, disciplines when necessary, and develops and supports the Assistant Property Manager and/or Leasing Specialist (or other staff, e.g. a tenant coordinator, as applicable) and supports the establishment and implementation of an employee development plan for each team member. Fosters a spirit of cooperation and teamwork between the Maintenance, Property Management, and Leasing departments, effectively communication with all staff. Performs reviews of direct reports on a quarterly basis, as well as 1:1s and other meetings Assists with leasing team members and the Regional Manager (or Vice President of Property Management) with the improvement of performance, resolution of lease issues, and the following of processes and procedures Assists maintenance team members and the Regional Manager (or Vice President of Property Management) with inspections, the improvement and maintenance of the physical aspects of the Building and the following of processes and procedures Assists Leasing Specialist/APM with providing residents with keys, garage door openers, orientation packets, etc. Assists Leasing Specialist/APM with getting keys and openers returned and making sure move-outs and move-out inspections are being conducted properly Assists/fills in when positions are vacant or team members are on vacation Adheres to all company personnel directives, as per the Employee Handbook, and adheres that direct reports do the same Is available and takes a leadership role in emergency situations (no heat, pipe burst, etc.). Promptly and thoroughly reports issues to Company leadership. Market Position, Marketing, & Customer Service Understands the assigned property and its competition and provides direction to the team and the Company on how to outperform the competition in all aspects. Implements and maintains property management processes and procedures with a focus on keeping our promises to tenants, keeping promises to our employees, fixing things right the first time, continuous improvement, reducing waste (whether wasted money, time, energy, resources, etc.), and procedural compliance. Devises, implements, and executes (with help from the property team) community building and resident events with an eye toward resident engagement and retention Oversees all amenities, resident events, property conditions and tenant satisfaction, providing input, recommendations, feedback and assistance using data to improve performance with an eye towards improving customer satisfaction scores, reducing resident turnover, improving online review scores and J Turner participation and scores, and reducing expenses Maintains a safe and healthy tenant environment by following standards and procedures; complies with legal codes and regulations, reports issues to the Regional Manager or other Company leadership Utilizes a tenant/customer satisfaction-oriented approach to problem solving Manages customer service issues Reports incidents/occurrences of noncompliance and significant customer service-related issues, and resolves with assistance from the Regional Manager (or Vice President of Property Management) when needed Process & Procedure Improves function and reliability of process, procedures, and systems; identifies, recommends, and implements change. Contributes to strategic planning, establishment of standards and procedures Implements productivity, quality, and customer-service standards, resolving problems and implementing continuous improvement initiatives Makes recommendations and implements process and procedure improvements, with an eye towards improving leasing conversion, occupancy, reduced frictional vacancy, customer satisfaction scores, reducing resident turnover, and lowering expenses Ensures accuracy and timelines of lease entry or performs lease data entry as needed, including charges, credits, addenda, etc. and With assistance from Leasing Specialist and APM Maintains parking and storage maps and leases in the same manner as residential units Approves applications within 24 hours of processing Handles resident complaints, noise issues, lease violations, etc. Emails or mails renewals Posts charges Changes lease end dates Countersigns leases within 48 hours of submission Conducts showings Reports issues and proposes solutions when direction, resources, or input is needed Sends notices/letters re: lease violations, maintenance issues, building info, etc. Ensures all building components are in good working order and submitting work orders, requesting service, hiring appropriate contractors and vendors, as needed, within budget constraints and in keeping with company policies Manages and tracks unit turnover and clearly communicates work that needs to be done and verifies its completion prior to occupancy Runs and maintains vacancy reports, communicating move-outs and unit maintenance needs and timing to the on-site Maintenance Technician(s) Performs regular property walk-throughs and unit checks to ensure the quality of the building is being upheld and verifying work completed Investigates accidents and workplace injuries and prepares relevant documentation and follow-up Updates job knowledge and competence by participating in educational opportunities, reading technical publications, and recommends the same for team Core Skills and Qualifications: 2+ years of proven ability to analyze rent rolls, read and use income statements, create and manage to budget and have a basic understanding of financial terminology and practices 2+ years of proven ability to use key performance indicators, metrics, forecasts, market rents analysis, and make decisions based on the data 2+ years of proven ability to gather and understand market rents, and assist in pricing decisions based on the data 2+ years of proven ability to track leasing/other data and use the information to make decisions in keeping with the strategy, budget, and objectives of the property. Assist team members with the same. 2+ years of proven ability to plan, prioritize, and create and manage to budget 2+ years of proven ability to monitor respond to and proven ability to increase online review scores 2+ years of proven ability to handle high-pressure situations and empathetically deal with upset people and negative feedback received in a positive way with support from the team and the Company 2+ years of proven ability to listen to and professionally and empathetically respond to resident complaints, requests, and concerns. 2+ years of proven ability to manage property management related teams Working knowledge with apartment search platforms and online presence such as apartments.com, zumper, apartment list, etc. Ability to interact and motivate teamwork and collaboration with the on-site team Ability to prioritize and delegate within the team 2+ years of proven ability to hold people accountable with dignity 2+ years of proven ability to coach and mentor Seeks and is open to feedback; interested in development discussions and displays willingness to improve. Reliable, produces accurate work and meets deadlines. Ability to keep track of details and dates and prioritize allocation of resources in keeping with the objectives of the Company and the Property and timely raise concerns when targets may be missed. 2+ years’ experience with scheduling, supervising, and evaluating maintenance work Technical understanding of fair housing laws, residential leasing process, unit turns, security deposit processing, and building systems, such as plumbing, electric, flooring, roofing, carpentry, cleaning procedures/practices, landscaping and snow removal, etc. Strong oral and written communication skills; able to communicate in a professional capacity; ability to communicate via telephone and electronic mail and text message Basic computer skills, Outlook, word, Excel, and experience with Entrata Property Management software 1+ years of experience with revenue management systems and pricing a plus. Ability to participate in educational opportunities and learn new skills. Degree in a related field and/or at least two years’ experience as Property Manager or related / similar experience working on a multifamily apartment campus or multi-site properties Physically able to perform the necessary duties CPM, CAM, ARM, or similar credentials required (or ability to obtain within the first 12 mos). Valid driver’s license, driving record acceptable to the company’s insurance carrier, and reliable transportation Basic Requirements Language Skills Ability to read and comprehend instructions, short correspondence, and memos. Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write correspondences. Ability to effectively present information in one-on-one and small and large group situations to customers, clients, and other associates of the organization. Mathematical Skills Ability to add, subtract, multiply, and divide, using whole numbers, common fractions, and decimals. Ability to calculate figures and amounts such as discounts, interest, proportions, and percentages. Reasoning Ability and Mental Demands Ability to apply common sense understanding to carry out detailed written or oral instructions. Ability to define problems, collect data, establish facts, and draw valid conclusions of customer requirements. Ability to interpret an extensive variety of technical instructions and deal with several abstract and concrete variables to deal with problems or situations. While performing the duties of this job, the employee is frequently required to listen to and calmly interact with people giving negative feedback and complaints, (sometimes unwarranted or misplaced) and while an employee is not expected to take verbal abuse from any person at any time, the experience of regularly being criticized by customers (whether or not warranted) can be emotionally frustrating and emotionally draining. Ability to consistently, calmly and professionally maintain composure, deescalate the situation and seek resolution with win/win outcomes during such situations is critical. Physical Demands The physical demands described above are those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee is frequently required to sit, stand, climb stairs, walk, talk, and hear. The employee is occasionally required to handle, and use hands to touch objects, tools, or controls. The employee must occasionally lift and/or move up to 25 pounds. This job requires a sense of smell and hearing to assist in troubleshooting and problem solving. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception,