Resident Experience Lead

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 the largest providers 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 the past few years and we see increasing demand for professionally managed single-family rental homes and anticipate continued growth. 

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

Text ProgressJobs to 25000 and you can chat with our Recruiting Assistant Kate who can help you find jobs, apply for jobs and answer your questions.

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:

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, 401k match, 10 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. 
 

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