Roofstock

Manager

• Proactively engage with residents to address urgent or sensitive questions and concerns via phone calls.
• Draft thorough and empathetic responses to non-urgent matters within the resident portal, utilizing templates and training materials.
• Manage resident requests from initiation to completion using our internal case management system, ensuring tasks are performed in a timely manner.
• Review case records and draft comprehensive case summaries to provide context and clarity to all parties involved.
• Monitor productivity metrics to ensure service levels consistently meet or exceed expectations.
• Test new features and functionalities, providing feedback to the product development team.
• Mentor and support Junior Resident Experience Managers in their roles.
• Generate lease addenda and process changes to lease terms in compliance with local laws.
• Contribute to process improvement initiatives to enhance the efficiency and effectiveness of resident experience
• Serve as a Mynd brand ambassador and actively participate in market huddles to address local issues and pain points collaboratively.
• Other duties as assigned.

Resident Experience Manager

Project Manager

• Manage assigned turnover service requests from end-to-end (including creating a scope of work, and securing owner approval) to ensure issues are resolved promptly, ensuring all needed information is received (status updates, photos, estimates, invoices), communicating with vendors and internal teams, and assigning technicians to address requests.
• Provide exceptional customer service at all times by attending to turnover service requests, vendor service calls, and messages within SLA guidelines and in compliance with company policy and practices.
• Manage all electronic record keeping as it relates to repairs and maintenance including internal communication, vendor communications, resident damages, and any other needed information.
• Ensure non-covered items are completed by the resident or billed back to the resident.
• Coordinate inter-departmentally in order to receive necessary approvals for turnover service requests and provide updates and serve as a resource for Property Management teams.
• Additional tasks as assigned.

Resident Experience Manager

Maintenance Project Coordinator – Temp