Job description

Role Name: Resident Experience Manager

Direct Reports: Resident Experience Specialist, Collections Specialist

Experience Requirement:

• 3+ years of previous property management experience in either the single family or multi-family rental industry
• Previous experience locating and assigning vendors
• CAM license or Real Estate license

Role Definition

The Regional Property Manager is responsible for the location and assignment of vendors, managing assets and delegating maintenance work flows.

Key Responsibilities include:

• Experience managing mixed-use properties including commercial, residential single-family homes, apartments, and/or vacation rental/condos.
• Responsible for locating and assigning vendors
• Responsible for maintaining a high degree of customer service and competency level in all resident interactions; phone or email, formal written communication, or in person
• Ensures possession of assets takes place
• Reviews and closes service requests to validate charges are allocated appropriately
• Processes all work orders and vendor management in Appfolio calendar
• Validates resident charge backs as it relates to service work orders in Appfolio and communicates with Field Ops team to ensure work orders are completed in a timely fashion

Administrative:

• Assists in creation and circulation of weekly, monthly, quarterly and annual reporting
• Completes move-out statements for all residents at time of move-out Monitors and audits parts and inventory in local warehouse and vehicles qualifications and expectations
• Assists in creation and circulation of weekly, monthly, quarterly and annual reporting

Human Resource Management responsibilities include:

• Provides supervision of staff, set goals and holds people accountable for results
• Coordinates activities to maximize the efficiency of all processes
• Develops team and is focused on succession plan within group
• Ensures that all training requirements are completed timely
• Ensures that employees all have goals and receive regular feedback on their performance
• Provides performance management of personnel including, reviews, corrective action, mentoring, training, development plans and performance improvement plans

Knowledge, Skills and Abilities: (Identifies the knowledge, skills and abilities for the role to achieve its goals.)

Skills:

• Demonstrate strong organisational skill in managing timely collections of rent, fees and billing information
• Ability to communicate clearly and consistently with residents regarding expectation of timely payment
• Demonstrate strong understanding of how to manage the eviction process through Salesforce to efficiently complete all actions required

Abilities:

• Ability to build and maintain positive relationships internally and externally
• Project confidence in interacting with residents and displays professional presence at all times
• Ability to handle conflict resolution in a professional manner
• Possesses strong organizational skills and is detail oriented
• Ability to thrive in a dynamic, fast-changing, growth environment
• Attention to detail with strong proven ability to follow up and collect on delinquent rent
• Interacts well in person and through technology with co-workers, team members
• Excellent oral and written communication skills
• Honest, ethical and able to maintain confidentiality in a business setting when necessary and required
• Ability to work a flexible schedule which may include evenings and weekends from time to time

Knowledge:

• Computer literacy, ability to comfortably navigate new technology and competency in MS Office a must
• Previous use of Yardi and Salesforce systems a plus
• Must have a valid Driver’s License

Benefits & Perks:

• Health Benefits: Medical, Dental, Vision & Prescription Drug Coverage
• Paid Vacation, Sick Days & Company Holidays
• Career Advancement Opportunities
• Excellent Team Atmosphere
• Free Parking

Job Type: Full-time

Experience:

• property management experience in either the single family: 3 years (Required)

Work authorization:

• United States (Required)

Benefits:

• Health insurance
• Dental insurance
• Vision insurance
• Paid time off

Typical start time:

• 9AM

Typical end time:

• 5PM

Schedule:

• Monday to Friday

Job Type: Full-time

Pay: $65,000.00 - $100,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 3 years

Schedule:

• 8 hour shift
• Monday to Friday
• On call

Application Question(s):

• What is your desired salary?

Education:

• High school or equivalent (Preferred)

Experience:

• Property Management: 3 years (Preferred)

License/Certification:

• Real Estate License (Preferred)
• Driver's License (Preferred)

Work Location: One location

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