Resident Relations Specialist

Position Summary :

The Resident Relations Specialist (RRS) is responsible to deliver the Progress Customer Service experience during the new home orientation with each resident.

They set the stage for 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.

RSS 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.

Competencies : Customer Focus

Customer Focus

Integrity & Trust

Drive for Results

Problem Solving

Organizing

Planning

Informing

Time Management

Essential Functions :

Field Tasks

Helps to ensure that vacant on-market homes are clean and functioning.

Walk assigned homes within hours of "rent ready" and complete home curation and home cataloging

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

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

Assist by verifying utilities are connected and appropriate trash / recycle receptacles are at home (if provided by utility provider).

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.

Ensure Smart Home systems are operational and follow Lock and Security Device Policy, install / Remove assigned self-show lockbox, as applicable.

Regularly walks vacant homes and performs light cleans to ensure asset shows well and is prepared for new resident, as applicable.

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

Ensures that exterior of the house is clean and ready for move in by removing small trash.

Sweeps front sidewalks or patios.

Prepares home for move in by Identifying any issues, removing signage, re-keying the home, reprograming garage remotes and placing keys back into the lock box.

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

Administrative Tasks

Confirms 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.

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

Performs new resident orientation for assigned move ins

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 and provides key information on rental payment options, service request submissions, and contact information

Completes the New Move-in Checklist and all corresponding duties.

Ensures required move in inspection documentation (including photographs) is completed with accuracy and uploaded into Salesforce in a timely manner.

Completes move in follow-up within to hours ensuring to communicate utility transfers, renter’s insurance requirements and rent due dates.

Communicates information and methods with cross-functional team members.

Qualifications :

High School Diploma or GED required

Must have reliable transportation

Basic maintenance and repair skillset preferred

Comfortable with Technology (Salesforce and Yardi knowledge a plus)

Valid driver’s license and clean driving record required

Experience in customer service or service type business required

Maintain valid insurance at all times

Knowledge of local area required

Capability to prioritize workload in a fast-paced work environment

Ability to work without direct supervision and stay on task

Physical Demands :

Standing, walking, and / or sitting for extended periods of time

Moderate climbing, reaching, and use of fingers

Moderate stooping, kneeling, crawling, pushing, pulling, lifting, talking, and hearing

Sustains substantially recurring movement to fingers, hands, wrists, legs, and feet

Ability to judge distances and spatial relationships

Ability to identify and distinguish color

Ability to distinguish the differences or similarities in odors

Ability to lift and / or move pounds or more

Ability to use standard maintenance equipment

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, k match, paid holidays and much more.