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Resident Experience Manager

ENCORE Management Peachtree Corners ,GA
  • Expired: over a month ago. Applications are no longer accepted.
Job Description

 

Role Name: Resident Experience Manager

Organization: Property Management

Reports To (Title): Senior Manager – Property Operations

Date: 4/9/2020

Direct Reports: Resident Experience Specialist

Experience Requirement: 

  • 3+ years of previous property management experience in either the single family or multi-family rental industry
  • Previous collection experiences a plus

Role Definition

The Resident Experience Manager is responsible for the cash management for assigned areas within market. This includes collection of Resident escalations, rent collections, communications and mailings related to delinquencies, eviction management, HOA escalations, and final billing information collection.

Key Responsibilities include: 

  • Responsible for maintaining a high degree of customer service and competency level in all resident interactions; phone or email, formal written communication, or in person
  • Performs all cash management functions for assigned homes
  • Proactively work to ensure timely rent collections
  • Ensures possession of assets takes place timely in the event of non-payment
  • Reviews and closes service requests to validate charges are allocated appropriately
  • Processes all payments received in the physical office on a daily basis

Cash Management and Rent Collections: 

  • Interacts with residents in a professional and courteous manner
  • Performs all cash management functions for assigned homes
  • Accepts resident payments made in person at physical office location, as available
  • Proactively works to ensure timely rent collections
  • Ensures possession of assets takes place timely, in the event of non-payment
  • Reviews and closes service requests to validate charges are allocated appropriately

Residency and Service: 

  • Posts various notices at homes, when needed
  • Conducts occupancy checks, when needed
  • Validates resident charge backs as it relates to service work orders in Buildium and communicates with Field Ops team to ensure work orders are completed in a timely fashion
  • Confirms management of HOA violations and resident chargebacks, and collects violations info.

Administrative: 

  • Assists in creation and circulation of weekly, monthly, quarterly and annual reporting
  • Completes move-out statements for all residents at time of move-out Monitors and audits parts and inventory in local warehouse and vehicles qualifications and expectations
  • Assists in creation and circulation of weekly, monthly, quarterly and annual reporting

Human Resource Management responsibilities include: 

  • Provides supervision of staff, set goals and holds people accountable for results
  • Coordinates activities to maximize the efficiency of all processes
  • Develops team and is focused on succession plan within group
  • Ensures that all training requirements are completed timely
  • Ensures that employees all have goals and receive regular feedback on their performance  Provides performance management of personnel including, reviews, corrective action, mentoring, training, development plans and performance improvement plans

Knowledge, Skills and Abilities: (Identifies the knowledge, skills and abilities for the role to achieve its goals.)

Skills: 

  • Demonstrate strong organizational skill in managing timely collections of rent, fees and billing information
  • Ability to communicate clearly and consistently with residents regarding expectation of timely payment
  • Demonstrate strong understanding of how to manage the eviction process through Salesforce to efficiently complete all actions required

Abilities: 

  • Ability to build and maintain positive relationships internally and externally
  • Project confidence in interacting with residents and displays professional presence at all times
  • Ability to handle conflict resolution in a professional manner
  • Possesses strong organizational skills and is detail oriented
  • Ability to thrive in a dynamic, fast-changing, growth environment
  • Attention to detail with strong proven ability to follow up and collect on delinquent rent
  • Interacts well in person and through technology with co-workers, team members
  • Excellent oral and written communication skills
  • Honest, ethical and able to maintain confidentiality in a business setting when necessary and required
  • Ability to work a flexible schedule which may include evenings and weekends from time to time

Knowledge: 

  • Computer literacy, ability to comfortably navigate new technology and competency in MS Office a must
  • Previous use of Yardi and Salesforce systems a plus
  • Must have a valid Driver’s License

Weekly

  • Submit Late Fee Correction Log to Accounts Receivable
  • Review outstanding applicant holding fee refunds

Monthly

  • Complete Accounting Month-end Close-out and submit report to Sr. Manager – PO

Quarterly

  • Participates in quarterly financial reviews

Key Performance Indicators (KPI): What to measure By Week/By Month: 

  • % Delinquencies
  • Number of Evictions (out of market tolerance)
  • Adherence to Salesforce Eviction Timeline

This brief 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.

Benefits & Perks: 

  • Health Benefits: Medical, Dental, Vision & Prescription Drug Coverage
  • Paid Vacation, Sick Days & Company Holidays
  • Career Advancement Opportunities
  • Excellent Team Atmosphere
  • Free Parking
  • Weekly Company Sponsored Lunch
  • Unlimited Premium Coffee and Tea Beverages

Job Type: Full-time

Salary: $40,000.00 to $45,000.00 /year

Experience:

  • property management experience in either the single family o: 3 years (Required)

Work authorization:

  • United States (Required)

Benefits:

  • Health insurance
  • Dental insurance
  • Vision insurance
  • Retirement plan
  • Paid time off

Typical start time:

  • 9AM

Typical end time:

  • 6PM

Schedule:

  • Monday to Friday

Work Remotely:

  • Temporarily due to COVID-19

Job Type: Full-time

Salary: $40,000.00 to $45,000.00 /year

Experience:

  • Property Management: 3 years (Required)

Education:

  • High school or equivalent (Required)

License:

  • Real Estate License (Preferred)
  • Driver's (Required)

Work authorization:

  • United States (Required)

Required travel:

  • 25% (Preferred)

Additional Compensation:

  • Bonuses

Benefits:

  • Health insurance
  • Dental insurance
  • Vision insurance
  • Retirement plan
  • Paid time off

This Company Describes Its Culture as:

  • Detail-oriented -- quality and precision-focused
  • Outcome-oriented -- results-focused with strong performance culture
  • Team-oriented -- cooperative and collaborative

This Job Is:

  • A job for which military experienced candidates are encouraged to apply

Schedule:

  • Monday to Friday
  • No weekends
  • On call

Company's website:

  • www.encorerental.com

Benefit Conditions:

  • Waiting period may apply

Work Remotely:

  • No

ENCORE Management

Why Work Here?

Fast Growing Company Who Values People

Address

655 Engineering Dr. Peachtree Corners
Peachtree Corners, GA
USA