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Job Summary:

The Resident Relationship Manager will serve as corporate oversight of the local operations team providing aid and support to resident(s), vendor(s) and prospect(s) in resolving developing concerns they might face while engaging with TitanCorp properties..

Essential Job Duties and Responsibilities:

Customer Relations

• Manage and resolve resident issues that are escalated from the local branches to the corporate office.

• Serve as company lead on managing customer service cases gathered from call center, website, social media, email, etc.

• Develop and manage customer satisfaction metrics on maintenance service requests, new move-ins, prospect inquiries and all customer service calls.

• Provide quality control of all pending applications, leases and renewals.

• Implement, document and train any process changes to improve resident satisfaction.

• Assist Director of Leasing in various projects as needed.

Company

• Deliver excellent customer service during all interaction with clients, associates, peers, support groups, suppliers and residents.

• Comply with all Company Standards, applicable health and safety rules and regulations, as well as applicable local, state and federal laws.

Education and/or Experience

• High school diploma or equivalent.

• Minimum of two years of customer service or real estate experience is preferred

Skills/Specialized Knowledge

• Knowledge of Single Family Rentals (SFRs) operations and leasing

• Knowledge of Landlord Tenant Act.

• Ability to read, write, understand, and communicate in English.

• Ability to use a computer proficiently, including Microsoft Outlook, Word, Excel and Yardi or other accounting software.

• Ability to use general office equipment, such as telephone, fax machine, printer, copier and key track system.

• Excellent customer service and interpersonal skills.

• Professional verbal and written communication skills.

• Strong organizational and time-management skills.

• Ability to perform moderate mathematical and accounting functions.

• Comprehension of federal fair housing laws and any applicable local housing provisions.

• Ability to make quick and effective decisions.

• Ability to identify, analyze, and resolve issues.

• Ability to be flexible and quickly adapt to changing business needs and processes.

• Ability to exercise independent judgment and maintain confidentiality.

Required Licenses or Certifications

• Current driver’s license.

• Real estate license (preferred).

• Other licenses and/or certifications as required by state law.

Other Requirements

• Ability to be reachable via phone and/or email at all times, except during approved time off.

• Ability to work weekends and non-traditional holidays.

• Must be available to work on-call or when needed due to staffing shortages.

• Standing, walking, and/or sitting for extended periods of time.

• May travel up to 10% of the time.

• Frequent climbing, standing, use of fingers, handling, feeling, talking, and hearing.

• Moderate stooping and lifting.

• Ability to lift and/or move up to 25 pounds.

• Ability to compare, copy, compute, compile, analyze, coordinate, synthesize, negotiate, communicate and instruct.

• Ability to tolerate stressful situations.

• Ability to work under minimal supervision.

Work Environment

• Standard office working environment.

• Reports to Regional