Resident Account Specialist

Your career has a home here.

Ready to make an impact with a dynamic, forward-thinking company?

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®.

As the demand for professionally managed rental homes continues to grow, so do the opportunities ’re looking for passionate professionals who are ready to grow with us, make a difference and be part of something meaningful.

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.

• 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 handing daily email, text, and phone correspondence.
• Manage Salesforce case tasks in a timely manner to ensure the best possible customer experience.
• Addresses and resolves 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.
• Reviews and approves 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.

• 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…