Resident Experience Manager

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🐊 Florida, North Carolina, +1 more states – Remote

🐊 Florida – Remote 🌲 North Carolina – Remote 🤠 Texas – Remote

💵 $24 - $27 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

🦅 H1B Visa Sponsor

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Roofstock

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2015

🏠 Real Estate

💸 Finance

💰 $240M Series E on 2022-03

Real Estate • Finance • Technology

Roofstock is a technology-driven investment platform that specializes in the single-family rental (SFR) market. The company provides a comprehensive range of services including acquisitions, property management, asset management, and disposition services to help investors acquire, manage, and sell rental properties with precision and efficiency. By leveraging proprietary data and analytics, Roofstock offers both individual and institutional investors the ability to build and manage SFR portfolios and provides capital management solutions such as separately managed accounts or Roofstock-managed funds. The platform is designed to harness modern technology to streamline operations for institutional property owners and optimize investment returns for all types of investors.

📋 Description

• Proactively engage with residents to address urgent or sensitive questions and concerns via phone calls. • Draft thorough and empathetic responses to non-urgent matters within the resident portal, utilizing templates and training materials. • Manage resident requests from initiation to completion using our internal case management system, ensuring tasks are performed in a timely manner. • Review case records and draft comprehensive case summaries to provide context and clarity to all parties involved. • Monitor productivity metrics to ensure service levels consistently meet or exceed expectations. • Test new features and functionalities, providing feedback to the product development team. • Mentor and support Junior Resident Experience Managers in their roles. • Generate lease addenda and process changes to lease terms in compliance with local laws. • Contribute to process improvement initiatives to enhance the efficiency and effectiveness of resident experience • Serve as a Mynd brand ambassador and actively participate in market huddles to address local issues and pain points collaboratively. • Other duties as assigned.

🎯 Requirements

• 3+ years of experience in the real estate or property management industry, overseeing daily operations of single-family or multi-family rental homes • Ability and desire to cultivate relationships, deescalate tough situations, and negotiate creative solutions • General understanding of leasing, property management, and real estate investing principles • Excellent verbal and written communication skills; utilization of proper grammar, spelling, and tone • Experience managing budgets, manipulating spreadsheets, and generating financial reports • Tech proficiency with Google applications, workflow engines or project management tools, and mobile payment applications • Ability to work independently and as part of a cross-functional team, driving projects through to completion • Flexible schedule with the ability to work evenings and weekends, as needed • Knowledge of local residential real estate laws and regulations • Ability to travel, including quarterly overnight visits throughout your assigned territory

🏖️ Benefits

• Generous PTO Policy • 12 Paid Holidays • Volunteer Time Off • Paid Parental Leave • 401k Program • Wellness and home office/cell phone subsidies • Robust health, dental, vision insurance, and more