Progress Residential
Orlando, Florida, United States
Assistant Director Resident Services
Job Description
Looking for an opportunity with a dynamic, fun, and goal-oriented company? Were growing quickly and were 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.
Position Summary:
The Assistant Director Resident Services (ADRS) provides daily leadership to a team of property management individuals who are involved in supporting many aspects of field-level operations, included but not limited to resident inquires, HOA violations, rent collections, reputation management, and providing outstanding customer service to residents. The ADRS will coach and train team members with difficult or new situations. This position is responsible for weekly and monthly reporting, communications with residents, and framing an excellent customer journey to encourage/ensure customer retention. This position supports the Portfolio Operations Director (POD) in all aspects of field-level property management, included but not limited to marketing, showings, application gathering and review, rent collections, resident inquires, profit and loss (P&L), reporting, and general management of the resident experience and provides direction in absence of the POD to the market team.
Essential Functions:
Oversee operations and management of staff across customer relations, renters insurance, early terminations, HOA Violations, transfers, utilities, and general property management
Lead team in maintaining a high degree of customer service and competency level in all resident interactions, whether over the phone or email, through formal written communication or in person
Drive optimal results on Google, social media, and resident surveys/feedback and ensure market is focused on enhancing the resident experience
Liaises daily with market team members on resident escalations and ensures team documents resident follow-up in systems to ensure transparency across departments and functions
Maintains intimate awareness of market/industry conditions and trends
Establish environment that promotes teamwork and cohesion with Sales, Operations, Service, and construction teams in order to drive P&L performance
Recruit, hire, and train qualified, dynamic, high performance property management teams
Enforce policies to enable assigned portfolio to function according to quality standards and operating objectives
Understand and possess the ability to train team on fiduciary duty. Lead team to always make decisions based on the best interests of the business
Ensure that the policies, procedures, and safety guidelines are followed
Analyze processes and procedures to ensure optimum efficiency and staffing levels
Be knowledgeable of provisions in standard lease documents and maintain a working knowledge of resident rules and regulations
Ensure HOA violations and customer case tasks are responded to in a timely manner
Research and process credit requests as needed
Carry out other duties as assigned that are in the best interests of the company
Heps with daily operations and market leadership in absence of the POD
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Human Resource Management
Supervises staff, sets goals, and holds people accountable for results and provides timely feedback
Ensure that all training requirements are completed on time
Ensures that employees all have goals and receive regular feedback on their performance
Performance management of personnel including, performance reviews, corrective action, mentoring, development plans and performance improvement plans
Ensure that the policies, procedures, and safety guidelines are followed
Qualifications:
Bachelors Degree in Business or 5+ years of progressive property management work experience
High School Diploma or equivalent
5+ year of previous property management experience in either the single family or multi-family rental industry
3+ years of supervisory experience
Real Estate license preferred
Must have a valid Drivers License
Ability to build and maintain positive relationships internally and externally
Possesses strong organizational skills and is detail oriented
Ability to thrive in a dynamic, fast-changing, growth environment
Fosters teamwork and mutual respect throughout the company
Interacts productively in person and through technology with co-workers, team members
Excellent oral and written communication skills
Computer literacy, ability to comfortably navigate new technology and competency in MS Office suite a must
Previous use of Yardi Voyager and Salesforce a plus
Competencies:
Developing Direct Reports & Others
Decision Quality
Motivating Others
Hiring and Staffing
Developing Effective Teams
Customer Focus
Problem Solving
Strategic Agility
Physical Demands:
Sitting for extended periods of time using office equipment and computers
Moderate stooping, kneeling, crouching, reaching, standing
May entail light lifting of supplies and materials occasionally, up to and including 25lbs
Ability to talk, hear, compare, compute, compile, copy, analyze, coordinate, synthesize, negotiate and communicate
Walking for extended periods of time
Sustains substantially recurring movements to fingers, hands, wrist, legs and feet
Ability to judge distances and spatial relationships
Ability to identify and distinguish color
Ability to distinguish the differences and similarities in odors
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, its 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 incumbents supervisor at any time based upon Company need.
Progress Residential is a proud Equal Opportunity employer, m/f/d/v.