The Resident Relations Manager (RRM) provides on-site leadership and managerial support for the POD in all aspects of field-level operations for a community or assigned area of homes. This includes monitoring, evaluating and communicating pre-construction, final construction and ongoing operational activities for new or stabilized homes. The RRM is responsible for delivering the customer service experience and assists with rent collection, marketing, leasing, showings, application gathering, resident inquires and maintenance resolution.
Customer Focus, Integrity & Trust, Drive for Results, Problem Solving, Organizing, Planning, Informing, Time Management
- Optimize financial performance for the assigned community/area by achieving leasing, rent, occupancy and lease-up goals.
- Assist in creation and circulation of weekly, monthly, quarterly and annual reporting.
- Assist with revenue and debt collections by monitoring cash collections, performing occupancy checks and posting abandonment notices.
- Monitor expenses and communicate observations to POD to promote efficiency with turns and service delivery.
- Manage available inventory through timely communication of construction delivery schedules, as applicable, to appropriate IT and software support departments.
- Maintain and communicate knowledge of the competitive market, including, rents, available product, neighborhood characteristics and general economic trends.
- Provide outstanding customer service and timely responses to customer requests.
- Manage the customer experience by conducting home cataloguing, move-in inspections, move-in orientations and warm call follow-up.
- Conduct pre-construction inspections, punch lists and final inspections for new construction deliveries, as necessary.
- Ensure community is clean, marketable and accessible by conducting daily property inspections and light cleanup of grounds and individual vacant homes.
- Demonstrate basic/light maintenance and repair skills for completing minor service items such as re-keying smart locks and changing smoke detector batteries, light bulbs and air filters.
- Ensure that all policies and procedures are followed to enable assigned community/area/homes to function according to quality standards and operating objectives.
- Carry out other assigned duties that are in the best interests of the company.
HUMAN RESOURCES MANAGEMENT
- Under the direction of the POD, recruit, hire, train and supervise an accountable staff.
- Coordinate and manage available resources to maximize the efficiency and consistency of processes.
- Ensure all training requirements, including Progress ED, are completed on time.
- As directed by the POD, conduct performance management and progressive discipline, including reviews, corrective action, mentoring, development plans and performance improvement plans.
- Ensure staff compliance with all safety standards and related training requirements.
- Bachelor’s Degree in business preferred.
- 5 + years of progressive property management experience or in either the single family or multi-family rental industry required.
- At least 3 or more years of supervisory experience.
- Real Estate license preferred, not required.
- Experience performing basic/light maintenance.
- Must have a valid Driver’s License.
- Ability to build and maintain positive relationships internally and externally.
- Possesses strong organizational skills; detail oriented.
- Ability to thrive in a dynamic, fast-changing, growth environment.
- Hold self and team accountable for results and provide timely feedback.
- Complete annual performance review process for direct reports and oversee review process for all assigned property management personnel, as directed by POD.
- Foster teamwork and mutual respect throughout the company.
- Interact 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.
Progress Residential® is one of the largest providers of high-quality, single-family rental homes in the United States. With more than 40,000 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 100,000 residents we serve by empowering our team members and investing in innovative systems and technology. Our portfolio has continued to grow substantially the past few years and we see increasing demand for professionally managed single-family rental homes and anticipate continued growth.
Come build the future with us.