Manager Resident Operations

Progress Residential - Fort Lauderdale, FL

Full-time - Manager

Fort Lauderdale, FL

Real Estate

About the position

Looking for an opportunity with a dynamic, fun, and goal-oriented company? Progress Residential® is the largest provider of high-quality, single-family rental homes in the United States. With more than 90,000 homes across some of the fastest-growing markets, our residents appreciate the flexibility, freedom, and convenience of living in a single-family home without the obligations of home ownership. Progress is committed to making the home rental process easy and enjoyable for the residents we serve by empowering our team members and investing in innovative systems and technology. Our portfolio has continued to grow substantially over the past few years, and we see increasing demand for professionally managed single-family rental homes and anticipate continued growth. The Manager Resident Operations (MRO) is responsible for a team of Resident Relations Specialists (RRS) who deliver the Progress Customer Service experience during the new home orientation with each resident. They set the stage for the residency experience to include the expectations of the services that Progress Property Management (PPM) provides as well as the resident's expectations to maintain the home. The RRS team is responsible for ensuring a smooth transition into a Progress home that will set the expectation of what the resident is responsible for during their residency. They are the conduit that provides the new resident with appropriate contact information to key personnel in the market and organization. The MRO provides guidance, training, and coaching to RRS team members.

Responsibilities

• Oversee and manage development of RRS staff in terms of guidance, training, coaching, and shadowing.
• Recruit, hire, and train qualified, dynamic, high-performance property management teams.
• Establish an environment that promotes teamwork and cohesion with Sales, Operations, Service, and construction teams to drive P&L performance.
• Ensure a consistent, resident-focused move-in experience and audit compliance for move-in documentation.
• Lead team in maintaining a high degree of customer service and competency level in all resident interactions, whether over the phone or email, through formal written communication or in person.
• Drive optimal results on Google, social media, and resident surveys/feedback and ensure the market is focused on enhancing the resident experience.
• Collaborate with central departments to include approving move-in requests, application and lease follow-up, and fleet management.
• Provide back-up coverage for RRS team members.
• Ensure that vacant on-market homes are clean/functioning and ensure RRS team is walking assigned homes within 48 hours of 'rent ready'.
• Ensure team demonstrates basic maintenance and repair skills such as minor repairs to home: changing smoke detector batteries, light bulbs, filters, winterization, etc.
• Provide oversight of vacant home walks and ensure team performs light cleans to ensure asset shows well and is prepared for new resident, as applicable.
• Ensure team prepared homes for move-in by identifying any issues, removing signage, re-keying the home, reprogramming garage remotes and placing keys back into the lock box.
• Confirm lease has been signed and all move-in monies have been collected prior to the move-in date or re-schedules with the support of Application Coordinator if all documentation and move-in monies have not been paid.
• Provide feedback and training on new resident orientation for assigned move-ins and ensure all items are complete on the Move-in Checklist.
• Ensure required move-in inspection documentation (including photographs) is completed with accuracy and uploaded into Salesforce in a timely manner.
• Complete move-in follow-up within 24 to 48 hours ensuring to communicate utility transfers, renter's insurance requirements and rent due dates.
• Ensure customer case tasks are responded to in a timely manner.
• Research and process credit requests, as needed.
• Carry out other duties as assigned that are in the best interests of the company.

Requirements

• Bachelor's Degree in Business or 4+ years of progressive property management work experience.
• High School Diploma or equivalent.
• 3+ years of previous property management experience in either the single-family or multi-family rental industry.
• 2+ years of supervisory experience.
• Real Estate license preferred.
• Must have a valid Driver's License.
• Ability to build and maintain positive relationships internally and externally.
• Possesses strong organizational skills and is detail-oriented.
• Ability to thrive in a dynamic, fast-changing, growth environment.
• Fosters teamwork and mutual respect throughout the company.
• Interacts productively in person and through technology with co-workers, team members.
• Excellent oral and written communication skills.
• Computer literacy, ability to comfortably navigate new technology and competency in MS Office suite a must.
• Previous use of Yardi Voyager and Salesforce a plus.

Nice-to-haves

• Experience with Yardi Voyager and Salesforce.

Benefits

• 401(k) matching
• Health insurance
• Paid holidays
• Paid time off
• Paid training
• Parental leave