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    Assistant Director Resident Services - Orlando, United States - Progress Residential

    Progress Residential
    Progress Residential Orlando, United States

    3 weeks ago

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    Description
    Assistant Director Resident Services page is loaded

    Assistant Director Resident Services

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    locations

    Orlando, FL

    time type

    Full time

    posted on

    Posted 2 Days Ago

    job requisition id

    JR110724


    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.


    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, renter's 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

    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:
    Bachelor's 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 Driver's 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, 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.

    Privacy Policy

    Progress Residential is one of the nation's largest providers of single-family rental homes in the country, with more than 90,000 homes across the US.

    Together, we are building a new way of renting homes, one person, one innovation at a time. Come build the future with us.

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