Resident Experience Manager - Property Management

Second Avenue is seeking a Resident Experience Manager for our Tampa, FL Office.

Second Avenue is the premier platform for enabling institutions to deploy meaningful capital into single-family rental (SFR) assets while retaining control and valuable lines of sight into their investments over time. Second Avenues proprietary technology and exclusive relationships have allowed it to bring scale to scattered single-family investment homes, a strategy that was previously untenable as an institutional asset class. The Company provides all aspects of sourcing, acquisition, and property management services for its clients.

We offer a positive culture and professional work environment. Please visit our website for additional background on our business platform- www.secondavenue.com

Job Summary

The Resident Experience Manager will ensure that Second Avenue delivers high performing service to its residents. This position will need to be fully compliant with regulatory standards, sector benchmarks, and manage delivery of ongoing improvement in customer service.  This professional should also have the ability to provide leadership and administrative support to customer facing teams, resident engagement activities, and customer feedback management. The successful employee will be a driver for excellent communication with customers and have a demonstrated ability of transforming service levels within an organization.

Duties and Responsibilities

• Support a transformational resident experience.
• Creatively optimize the resident experience while delivering loyal, long-staying residents.
• Develop concierge-level service for residents, with dedication to service with a positive sense of urgency.
• Lead delivery of all aspects of customer service including first point of contact via website, social media, telephone and reception services for Second Avenues residents and external stakeholders.
• Lead, develop, train, and empower Resident Experience Specialists to deliver services in line Second Avenues policies and procedures.
• Ensure that Second Avenues management system is used effectively to track the resident experience, record resident information, and provide information/reports as required.
• Develop, implement, and monitor a methodology for measuring the customer experience across all relevant aspects of the organization.
• Review the Customer Service Policy and Procedures periodically and make proposals for improvement. 
• Monitor the effectiveness of Second Avenues resident experience, including implementation of service standards and service improvements derived from resident interactions and service feedback. 
• Assist Second Avenue in achieving and maintaining excellent ratings on BBB, Google, social media, and other feedback mechanisms relative to the companys customer service reputation.
• Lead on defining and implementing sector intelligence, innovation and best practices relating to customer engagement and customer experience. 
• Produce periodic reports and summaries of customer service results and service improvements made.
• Adhere to KPI targets and produce data with respect to handling calls answered, resolved issues, and satisfaction with property management services. 
• Use both proprietary and vendor-based system access to research, document and resolve resident issues.
• Manage budgets that apply to the Resident Experience Team.  

Qualifications and Experience

• Proven track record of being part of team that elevated the customer service experience for their company in a measurable way.
• Ability to use a computer proficiently, including Microsoft Outlook, Word, Excel, and property operating/accounting software.
• Ability to defuse contentious situations and to effectively train other employees to do the same.
• Experience of delivering effective partner relationships with customers and/or other partner groups.
• Established track record of delivering results and continuous improvement in customer service reviews and rankings. 
• Experience with managing customer feedback processes.
• Experience with delivery and managing customer engagement activities such as focus groups and customer feedback mechanisms.
• Experience in managing a customer call center network.
• Proven ability with respect to conflict management.
• Ability to produce, analyze and interpret complex information and present this information in a simplified and focused manner.
• Strong verbal and written communication skills.
• Effective organizational and time-management skills.
• Ability to be flexible and quickly adapt to changing business needs and processes.
• Ability to exercise independent judgment and maintain confidentiality. 

Education

• Minimum high school graduate required. Associates Degree or higher degree preferred.

Job Competencies

• Reliably accessible via phone and/or email, except during approved time off.
• Ability to work weekends and non-traditional holidays, as needed.
• Ability to compare, copy, compute, compile, analyze, coordinate, negotiate, communicate, and instruct.
• Ability to tolerate stressful situations and manage same effectively to resolution.
• Ability to work under minimal supervision. 

Benefits

• Medical, Vision and Dental Insurance, Employer paid Short-Term/Long-Term Disability and Life AD&D Insurance, 401k, Paid Holidays and Vacation 

NOTE: This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the job. Other duties may be assigned.

Second Avenue is an equal opportunity employer and values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.