Resident Account Specialist

Your career has a home here. Ready to make an impact with a dynamic, forward-thinking company? As a leading property manager of single-family rental homes nationwide, we take great pride in creating an enjoyable living experience for our residents – and an empowering, people-first culture for our team members. That’s why, for two years in a row, our employees have voted Progress a certified Great Place to Work®.

About the Role

The Resident Accounts Specialist (RAS) is a member of the Property Management team, serving as a key point of contact for customers regarding their resident accounts, and acting as primary liaison between central support and market office teams. The RAS provides exceptional resident-facing customer service, performs administrative operations within Salesforce and Yardi, conducts property visits as needed, and offers general support to ensure the smooth functioning of the market office.

Responsibilities

• Maintain a high degree of customer service and competency level in all resident interactions; written communication and in person.
• Act as a key market interface with resident handling daily email, text, and phone correspondence.
• Manage Salesforce case tasks in a timely manner to ensure the best possible customer experience.
• Address and resolve minor resident concerns or disputes.
• Partner with central teams to drive rental collections with a goal of minimizing evictions and reducing delinquency.
• Focus efforts to help residents pay balances, cure evictions, and achieve rent stability.
• Prepare for and appear in court on behalf of the company, as needed.
• Ensure timely repossession of assets in the event of eviction.
• Manage eviction personal property holds, resident retrieval of personal property, and/or disposition of personal property within specific jurisdiction regulations and company policies.
• Process all payments received in the physical office according to company policy and procedure.
• Conduct move-in and out operations in Yardi.
• Review and approve resident charges related to service requests, validating charges are allocated appropriately.
• Demonstrate knowledge of provisions in standard lease documents and maintain a working knowledge of resident rules and regulations.
• Research resident ledger disputes and process credit requests accordingly.
• Gather and provide relevant information and timelines to central support teams in the event of a formal resident complaint.
• Assist residents with: Rent Café, Renter’s Insurance, Early Terminations, Transfers, and Utilities.
• Post various notices at homes as needed.
• Conduct occupancy checks and utility checks as needed.
• May also be responsible for: Move-in orientation activities, resident warm calls, office management, and resident in-person payments.
• Carry out other duties as assigned that are in the best interests of the customers and the company.

Requirements

• High School graduate required. College degree a plus.
• 3+ years’ property management experience in either the single family or multi-family rental industry.
• Additional customer service experience a plus.
• Ability to build and maintain positive relationships internally and externally.
• Projects confidence in interacting with residents and displays professional presence at all times.
• Ability to thrive in a dynamic, fast-changing, growth environment.
• Honest, ethical, and able to maintain confidentiality in a business setting.
• Interacts productively in person and through technology with co-workers, team members.
• Excellent oral and written communication skills.
• Strong organizational skills with the ability to manage multiple tasks, prioritize effectively, and follow-up with residents to ensure customer needs are met.
• Ability to work a flexible schedule which may include evenings and weekends from time to time, depending on business needs.
• Ability to comfortably navigate new technology and competency in MS Office a must.
• Real Estate license preferred.
• Real Estate license and Property Manager Permit required in the state of Nevada.
• Previous use of Yardi Voyager and Salesforce a plus.
• Must have a valid Driver’s License and attend court hearings, as needed.

Benefits

• Competitive Compensation - Including performance-based bonuses that reward your contributions.
• Comprehensive Benefits Package - Medical, dental, vision, parental leave, 401(k) with company match and more.
• Generous Time Off – Enjoy PTO based on tenure, 13 paid holidays and 1 floating holiday.
• Ongoing Learning and Development - Quarterly summits, town hall meetings and continuous training to support your professional growth.
• A Culture that Celebrates You - We believe in collaboration, recognition and having fun while doing important work.