Resident Experience Lead

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Ready to make an impact with a dynamic, forward-thinking company?

As a leading property manager of single-family rental homes nationwide, we take great pride in creating an enjoyable living experience for our residents – and an empowering, people-first culture for our team members. That’s why, for two years in a row, our employees have voted Progress a certified Great Place to Work®.

Why join Progress?

As the demand for professionally managed rental homes continues to grow, so do the opportunities at Progress. We’re looking for passionate professionals who are ready to grow with us, make a difference and be part of something meaningful.

Want to learn more?

Text “ProgressJobs” to 25000 to chat with Kate, our AI Recruiting Assistant. She can help you explore open roles, apply, and answer your questions in real time.

JOB SUMMARY

The Resident Experience Lead (REL) has responsibilities in all aspects of market operations, included but not limited to resident inquires, escalations, move in procedures, home quality, rent collection, evictions, reputation management, and HOA violations. They ensure the resident experience is exceptional and collaborate with central teams. The REL reviews and analyzes reporting, assists with coaching and training team members, and provides direction to the market team in absence of the Property Manager. The Resident Experience Lead is empowered to make decisions within company guidelines to enhance the customer experience and ensure seamless service.

• Essential Functions:

• Respond to Property Management team escalations across move in, cash collection, customer relations, renter’s insurance, early terminations, HOA Violations, transfers, utilities, and general property management concerns  

• Assist the Property Manager with maintaining a high degree of customer service in all resident interactions, whether over the phone or email, through formal written communication or in person

• Exercise sound judgement and autonomy in resolving customer concerns within company guidelines, always striving to provide the best possible experience

• Step in to manage daily operations and oversee market in absence of the Property Manager.

• Analyze market operational dashboards and reports for actions required and opportunities for improvement

• Analyze long standing vacant homes for data and insight; pricing, lead generation, home quality and provides suggestions

• Work with Property Manager on available property inventory management, including vacant home walks, ensuring homes show well and are prepared for new residents

• Analyze and provide approval decisions on vacant home quality inspections, move in inspections, third party inspections, vacant home escalations, vacant work orders and determine course of action needed as follow-up

• Assign and follow-up on work identified during inspection reviews

• Ensure a consistent, resident focused move in experience and audit compliance for move in documentation, lease signatures, move in funds, move in orientation calls, and resident warm calls

• Provide feedback and training to frontline team members on new resident orientation and move-in follow up calls and ensure all items are complete on the Move-in Checklist 

• Help to set the culture by promoting an environment that encourages teamwork and cohesion with Market Services, Leasing, Pricing, Retention, Operations, Service, and construction teams in order to drive P&L performance  

• Ensure customer cases and escalations are responded to in a timely manner and resident follow-up is documented in systems to ensure transparency across departments  

• Gather and provide relevant information and timelines to central support teams in the event of a formal resident complaint

• Assist residents with: Rent Café, Renter’s Insurance, Early Terminations, Transfers, and Utilities

• Review and resolve online payment issues and lease errors

• Research, process, and approve credit requests to resident ledgers

• Drive optimal results on Google, social media, and resident surveys/feedback and ensure market is focused on enhancing the resident experience 

• Partner with central teams to drive rental collections with a goal of minimizing evictions and reducing delinquency 

• Shadow and assist team members in their efforts to help residents pay balances, cure evictions, and achieve rent stability

• Assist with reviewing reports and training team members to ensure an efficient resident eviction process, to include attending eviction court and ensuring possession of assets takes place timely in the event of non-payment  

• Ensure occupancy checks are completed timely, and team conducts move in and out operations in Yardi, as needed   

• Demonstrate knowledge of provisions in standard lease documents and maintain a working knowledge of resident rules and regulations 

• Responsible for coaching and training high-performing property management teams 

• Provides Property Manager with performance feedback for frontline staff, to be used in the performance review process

• Ensure that all policies, procedures, and safety guidelines are followed 

• Carry out other duties as assigned that are in the best interests of the company 

Qualifications:

• High School graduate required. College degree a plus.

• Real Estates license and Property Manager Permit required in the state of Nevada

• Real Estate License preferred in all other states

• 3+ years of property management experience in either the single family or multi-family rental industry

• Ability to build and maintain positive relationships internally and externally

• Projects confidence in interacting with residents and always displays professional presence.

• Ability to thrive in a dynamic, fast-changing, growth environment

• Honest, ethical, and able to maintain confidentiality in a business setting

• Interacts productively in person and through technology with co-workers, team members, management, and other company personnel daily to accomplish duties and responsibilities 

• Excellent oral and written communication skills

• Able to multi-task, prioritize, and manage time effectively 

• Ability to comfortably navigate new technology and competency in MS Office a must.

• Previous use of Yardi Voyager and Salesforce a plus

• Must have a valid Driver’s License

What you can expect from us:

• Competitive Compensation - Including performance-based bonuses that reward your contributions.

• Comprehensive Benefits Package - Medical, dental, vision, parental leave, 401(k) with company match and more.

• Generous Time Off – Enjoy PTO based on tenure, 13 paid holidays and 1 floating holiday.

• Ongoing Learning and Development - Quarterly summits, town hall meetings and continuous training to support your professional growth.

• A Culture that Celebrates You - We believe in collaboration, recognition and having fun while doing important work.

This summary is not an all-inclusive description of job duties. Other job duties and responsibilities may also be assigned by the incumbent’s supervisor at any time based upon Company need.

Employment with Progress Residential is conditional on a satisfactory background and drug screen.

Progress Residential is a proud Equal Opportunity employer, m/f/d/v.

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