Supervisor Resident Relations

Looking for an opportunity with a dynamic, fun, and goal-oriented company? We’re growing quickly and we’re looking for some not-so-typical talent to join our team.

Progress Residential® is one of the largest providers of high-quality, single-family rental homes in the United States. With more than 65,000 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.

POSITION PURPOSE

Supervisor Resident Relations (SRR) provides leadership and managerial support for the RRS role in all aspects of field-level operations for an assigned area of vacant homes. This includes managing Resident Relations Specialists as direct reports while evaluating and communicating ongoing coaching opportunities. The Supervisor Resident Relations (SRR) is responsible for supporting the Resident Relations team in delivering an excellent Progress Customer Service experience during the new home orientation and move in with each resident. The Resident Relations Team sets 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 SRR is the market liaison for the Resident Relations team and oversees and assists with marketing, vacant home inspections, move-in experience, resident inquiries, and maintenance resolutions.

ESSENTIAL FUNCTIONS

• Oversee and manage Resident Relations Specialists staff as the Subject Matter Expert.

• Trains and onboards direct reports and maintains ongoing training. Serves as a business partner to other positions, including the ability to train onboarding associates

• Maintains operations via vacant home inspections, move ins, home merchandising/marketing, and customer relations, while leading the RRS team to make decisions based on the best interests of the business and in accordance with company’s policies and procedures.

• Helps to ensure that recent on-market homes are clean and functioning. Identify any areas of concern in/on the asset, prior to showings, by walking homes

• Walk assigned homes within 48 hours of “rent ready” and do pre-inspection, home curation, and home cataloging

• Conducts pre-move in inspection and completes minor items/submits service requests.

• Ensures the home is compliant with the Lock and Security Device Policy

• Confirms lease has been signed and all move in monies have been collected prior to the move in date

• Confirms new resident orientation appointments and ensures home is ready for walk through and move in

• Performs new resident orientation for assigned move ins (in-person or lockbox)

• Ensures new resident information packets are complete and reviews key facts about residency to the new resident/s

• Sets expectation with new residents on their responsibilities as a Progress Residential Resident, as well as the Company’s responsibility to them

• Orients new resident to their home; reviews Resident Guide; and provides key information on rental payment options, service request submissions, and local contact information

• Helps to ensure that recent on-market homes are clean and functioning. Identify any areas of concern in/on the asset, prior to showings, by walking homes.

• Install/Remove assigned self-show lockbox to include yard signage.

• Conducts pre-move in inspection, two days prior to move-in date, and completes minor items/submits service requests.

• Identifies any issues, removes sign, re-key the home and puts keys back into the lock box.

• Confirms lease has been signed and all move in monies have been collected prior to the move in date.

• Re-schedules move-in if all documentation and move in monies have not been paid.

• Confirms new resident orientation appointments and ensures home is ready for walk through and move in.

• Ensures new resident information packets are complete and reviews key facts about the new resident/s.

• Performs new resident orientation for assigned move-ins.

• Sets expectation with new residents on their responsibilities as a Progress Residential Resident, as well as the Company’s responsibility to them.

• Orients new resident to their home; reviews Resident Guide; and provides key information on rental payment options, service request submissions, and local contact information.

• Verifies government issued identification of resident at move in or designated person per company policy.

• Ensures required move in inspection documentation (including photographs) is completed with accuracy, submitted for review and filing to supervisor and uploaded into Salesforce in a timely manner.

• Completes a follow-up warm call and email within 24 to 48 hours after completing a move-in orientation.

• Participates in Market Resident Contact Programs, using telephone, email and text, as required.

• Communicates information and methods with cross-functional team members.

• Performs occupancy checks as needed on homes suspected of skip or on eviction; to include taking photos and communicating home status to APOD/LM/PA.

• As needed, posts Abandonment Notices on home and communicates status with photos to APOD/LM/PA.

• Per writ executed lock out date in Salesforce, appears at lock out.

• Assist by verifying utilities are connected in newly acquired rental properties and that appropriate trash/recycle receptacles are at home (if provided by utility provider).

• Travels between properties in a punctual fashion to meet with utility company representatives.

• As needed:

• Light cleans to ensure asset shows well and is prepared for new resident/s.

• Ensures that exterior of the house is clean and ready for move in by removing small trash, picking up and discarding fruit fallen off trees and bushes, and using landscape shears to remove unsightly twigs, branches, or weeds as necessary.

• Sweeps front sidewalks or patios.

• Demonstrates basic maintenance and repair skills such as minor repairs to home: changing smoke detector batteries, light bulbs, filters, winterization, etc.

• Change locks or rekey existing smart locks, as needed.

• Inspect homes for scam activity and ensures marketing materials are present, to include scam stickers.

• Reviews irrigation systems to assure that they are fully functional and demonstrates operation with resident, including timer; reminds resident that water restrictions can apply and to verify restrictions with local water utility

• Verifies government issued identification of resident at move in or designated person per company policy

• Ensures required move in inspection documentation (including photographs) is completed with accuracy, submitted for review and filing to supervisor and uploaded into Salesforce in a timely manner

• Remove assigned self-show lockbox and yard signage

• May assist with completing follow-up warm calls and emails after the move-in orientation

• Communicates information and methods with cross-functional team members.

• May perform occupancy checks as needed on homes suspected of skip or on eviction; to include taking photos and communicating home status to applicable team members

• As needed, posts Abandonment Notices on home and communicates status with photos to applicable team members

• Per writ executed lock out date in Salesforce, appears at lock out

• Assist, when needed, by verifying utilities are connected in newly acquired rental properties and that appropriate trash/recycle receptacles are at home (if provided by utility provider)

• Travels between properties in a punctual fashion to meet with utility company representatives

Daily

• Approving MI requests

• Responding to fraud alerts and prospect feedback

• RRS territory division workload assessment and assignment

• Follow-up on vacant home needs and vacant work orders

• Review team move in schedule for conflicts/rescheduling needed

• Reviewing performance reporting and Salesforce dashboards

Weekly

• Pre/Post move-in escalations

• Workday/HR support

• Follow-up on related incidents for resolution

• Walk LSV homes as needed

Monthly

• Facilitate RRS MarginPoint supply inventories

• ED Compliance Review

• Fleet vehicle management

NON-ESSENTIAL FUNCTIONS

• As needed:

• Light clean on homes to ensure asset shows well and is prepared for new resident/s

• Ensures that exterior of the house is clean and ready for move in by removing small trash, picking up and discarding fruit fallen off trees and bushes, and using landscape shears to remove unsightly twigs, branches, or weeds as necessary

• Sweeps front sidewalks or patios

• Demonstrates basic maintenance and repair skills such as minor repairs to home: changing smoke detector batteries, reprogram or install garage remotes, light bulbs, filters, winterization, etc.

• Change locks or rekey existing smart locks, as needed

• Inspect homes for scam activity and ensures marketing materials are present, to include scam stickers

• Reviews irrigation systems to assure that they are fully functional and demonstrates operation with resident, including timer; reminds resident that water restrictions can apply and to verify restrictions with local water utility

PREFERRED QUALIFICATIONS

• High School Diploma or GED

• At least 1 year of property management experience.

• Valid driver’s license and clean driving record required.

• Previous use of MS Office Suite, Yardi Voyager and Salesforce.

• Comfortable with technology (Salesforce and Yardi knowledge a plus)

• Ability to build and maintain positive relationships internally and externally.

• Possesses strong organizational skills and is detail oriented.

• Ability to work without direct supervision and stay on task

• Holds self and team accountable for results and provides timely feedback direct reports and oversees review process for RRS team, as assigned.

• Fosters teamwork and mutual respect throughout the team.

• Ability and desire to communicate productively in person and through technology with co-workers, team members, and clientele.

• Experience performing basic maintenance and repairs

• Excellent oral and written communication skills.

• Must have reliable transportation

• Valid driver’s license and clean driving record required

• Maintain valid insurance at all times

• Knowledge of local area required
  

What you can expect from us:

Progress Residential® offers all the financial and non-financial incentives you would expect from an innovative real estate investment and management firm:

• In addition to outstanding training, we host quarterly summits and town hall meetings to encourage growth, knowledge sharing and a good time. After all, it’s about progress, not perfection.

• We offer competitive compensation, including a performance-based bonus.

• Our generous benefits package includes comprehensive healthcare coverage for you and your family, parental leave, paid time off, 9 paid holidays and much more.
  
  

Closing Statement:
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.

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