Roofstock Resident Experience Manager overseeing the resident journey and ensuring a positive living experience. Manages resident communications, case management, and process improvements.
Responsibilities
The Resident Experience Manager (RXM) serves as a vital advocate and liaison for residents, overseeing the day-to-day resident journey throughout their lease term. This role is highly customer-driven, focused on creating a positive, seamless, and responsive living experience. RXMs are responsible for building lasting relationships with residents by providing clear communication, swift issue resolution, and consistent support throughout the lease lifecycle.
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 Roofstock brand ambassador and actively participate in market huddles to address local issues and pain points collaboratively.
Other duties as assigned.
Qualification
General understanding of leasingExperience managing budgetsAbility to travelBachelor’s degreeProficiency with property managementSeattle
Required
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
Preferred
Bachelor’s degree, real estate license, or trades license
Proficiency with property management, inspection, and renovation software (e.g. Yardi, MRI, AppFolio, Onesite, Matterport, Renowalk, and/or Propertyware)
