Residence Manager Job at Home Partners of America Inc
Job Title: Senior Resident Resolutions Manager
Department: Property Operations
Home Partners of America, a Blackstone portfolio company, provides access to high-quality single-family housing to individuals and families in communities around the U.S. If you’re looking for an opportunity to learn and grow as a professional in a mission-driven business with a supportive and positive culture, come work with us! We are looking for team members who are inspired by the opportunity expand housing access and provide residents with paths to homeownership.
Your Role:
Senior Resident Resolutions Manager is a non-supervisory position that will have the primary responsibility to manage a specialty area within Resident Resolutions. As Senior Resident Resolutions, you will have the same responsibility of a Resolution Manager and as such, are responsible for managing case escalation and coordination with interdepartmental teams to help resolve our resident’s most challenging needs. The Resolutions Team in the property management division is integral to the continued success of Pathlight Property Management. As a Resolutions Manager, you will be responsible for restoring and rebuilding resident relationships to deliver a best-in-class service experience and protect our business reputation and interests.
What will you be doing?
- Develop an in-depth understanding of our organization to determine the root cause of the resident’s needs and develop a strategic plan to align other departments to ensure a resolution.
- Communicate consistently with our residents, demonstrating urgency and respect for the critical nature of their needs in their homes and family.
- Coordinate with other operational teams to execute and deliver tangible solutions for our resident’s needs.
- Act as a catalyst to engage other departments on time-sensitive cases and provide feedback and root cause analysis.
- Perform other duties and responsibilities as assigned.
- Conduct all business in accordance with company policies and procedures and all state and federal regulations.
In addition to the core Resolution Manager responsibilities, as Senior Resolution Manager, you will have additional responsibilities related to a specialty area within Resident Resolutions.
What will the additional responsibilities be?
Work with Resident Resolutions senior management to adopt the Resolutions Standard Operating Procedures for the Specialty area.- Working with the Sr. Manager of Integration and Reporting to create KPIs and other reporting tools specific to the Specialty area.
- Manage the daily operations of the Specialty area as per the SOPs and KPIs.
What we look for:
Qualifications:
- Empathetic and emotionally intelligent personal engagement skills
- Expert listening, verbal, and written communication skills
- Customer experience-obsessed attitude
- Analytical and process-driven mindset
- Adaptable and eager to engage in dynamic and continuously evolving operations team
- Proven excellent internal and external customer service skills
- Proficient in Microsoft Suite and Customer Contact Management platforms
Preferred Qualifications
- Bachelor’s degree preferred or equivalent relevant work experience
- Familiarity with home repair, construction, maintenance experience, real estate knowledge, property management, and homeowner’s association experience preferred
- Understanding of lease documents, ledgers, rules, and regulations preferred
Who is Home Partners of America?
Chicago-based Home Partners of America, a Blackstone portfolio company, provides access to high-quality single-family housing to individuals and families in communities around the U.S. Through its innovative Lease Purchase program, Home Partners offers residents transparent and flexible paths to homeownership, and its Choice Lease® program expands that mission to open up new homeownership possibilities for low-to-moderate-income families and historically under-represented communities. For more information, please visit www.homepartners.com.
Perks/Benefits:
We offer premier healthcare at affordable rates and access to 401K. Here are some amazing benefits you may not find anywhere else!
- Mental Wellness resources through Headspace & Ginger, Pet Insurance, Adoption assistance program, Compassion leave for pregnancy loss or failed adoption, and eldercare/special needs.
- 33 paid days off to start (which includes PTO, Holidays, and personal days)
- Hybrid working environment
EEOC Statement:
Home Partners of America and Pathlight Property Management are Equal Opportunity Employers and prohibits discrimination and harassment of any kind. All employment decisions including the decision to hire, promote, discipline or discharge are based on business needs, job requirements and individual qualifications without regard to race, color, religion or belief, sex (including pregnancy, gender identity or sexual orientation), national origin, age, disability status, genetic information, veteran or any other status protected by the laws or regulations in the locations in which we operate.
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