Manager, Customer Service

This is an onsite position located in our downtown Dallas office.

The Role:   Responsibilities include, but are not limited to, the following:

Oversee, and initially manage all aspects of HOA registration and other HOA matters including:

• Utilize exceptional interpersonal skills to develop a strong working relationship with HOAs and residents
• Provide timely response to all HOA related requests, internal and external
• Assist with HOA accounting, enforcement, and general business functions
• Manage city registrations and inspections in markets where applicable
• Assist with resolving and documenting HOA/City/County violations and may require attending Violation hearings as needed
• Maintaining up to date knowledge of current state, Local, and HOA statutes, policies and/or procedures
• Daily communication with residents and HOAs and updating the HOA database

Work with the Leasing team to:

• Ensure all required documentation is sent to future residents and completed for the lease application process e.g., funds due, resident orientation and other communication
• Accurately document all interactions in CRM system
• Completion of the underwriting process and coordination of lease completion and signing with Portfolio Manager
• Serve as the point of contact for prospects in that phase
• Deliver a high-touch transition to residents from lease execution to move-in orientation
• Manage Housing Choice Voucher applications by collecting necessary documentation and inspections by meeting inspectors at home if necessary
• Build and help manage a small team as the business grows.
• Ensure you and your team maintain a high degree of customer service and competency level in all prospect and resident interactions whether verbal or written.
• Assist Property Management leadership and colleagues as needed. Work collaboratively with all team members
• Maintain up to date on knowledge of Company policies and procedures

Qualifications and Experience

• Bachelor’s Degree in a related discipline preferred, High School Diploma or GED equivalent required
• 5+ years of related experience e.g., sales and customer service, good working knowledge of HOA processes for SFR homes, applications processing, leasing and property management
• At least one year supervising a team, with proven positive influencing, interpersonal and communication skills to be an effective coach and leader.
• Experience in managing confidential information in a professional manner
• Organized with strong attention to detail and excellent organization skills required to operate effectively in a fast-paced work environment
• Demonstrated ability to take initiative, and work independently to deliver expected results
• Effective project management skills and ability to manage multiple projects and priorities while consistently meeting goals and deadlines without sacrificing quality
• Excellent computer skills including proficiency with the Microsoft Office suite including Word, Outlook, and Excel
• Real Estate license while not required is desirable
• Valid Driver’s license required

Additional Information. The role will require:

• Regular typing, talking, hearing, seeing, reaching, and repetitive motion

• Routine use of standard office equipment and computers
• That all duties are performed in a professional and safe manner
• Standard workdays are Monday through Friday 9:00am – 5:30pm with occasional evening and weekend hours.  Some flex in schedule is possible as agreed with Property Management leadership