Your impact:

The primary purpose of the Resident Support Manager is to provide support to our residents from move-in through move-out, ensuring they have a good experience as part of the Truehold community. The RSM uses various forms of technology to work with current residents by attending to residents’ requests, interfacing with property managers, and collaborating with different TH team members. The RSM is expected to answer resident phone calls and emails throughout the day and manage resident cases to satisfaction with a caring and proactive attitude. 

Location: Although the position will primarily be remote, there is a need to be based in the Cleveland area in order to carry out some administrative tasks and property management interactions. 

You'll own

• Manage tasks and communications received, using technology to ensure a satisfactory resolution of resident cases for internal and external stakeholders
• Execute daily operations which may include onboarding new residents, checking in with residents at different intervals, and managing the tracking of cases in Salesforce 
• Responsible for ensuring positive Resident relations during resident interactions 
• Communicate with residents and internal teams throughout each workday via cases, phone calls, SMS messaging, and Slack
• Provide excellent customer service remotely to all internal and external customers

You bring: 

• 3+ years experience as property manager of 100+ units or assistant property manager of 250+ units.
• Experience using property management software. Strong preference for Propertyware. 
• Strong customer service, written and verbal communication, organizational and interpersonal skills.
• Positive, can-do attitude with a commitment to excellence and achieving goals.
• Preference for experience using SalesFroce
• Ability to remain calm under pressure and deal effectively with a diversity of individuals.
• Strong understanding of technology and computer proficiency, including Google Applications, Microsoft Office
• Ability to work remotely effectively, independently, and as a member of various teams and groups.
• Experience working remotely and with remote teams preferred.