The posting
Who We Are
BH Management, LLC is a people-first multifamily owner and operator that grew from a small startup
into one of the nation's largest commercial real estate companies. Founded in 1993, BH is celebrated for its simple commitment to doing business the right way and investing in its team. Today, BH manages
over 100,000 units, employs over 2,800 people, owns its processes in-house, and is praised by Fortune
Magazine as the “Best Workplace for Women,” “Best Workplace for Millennials,” and “Best Workplaces
for Diversity.” Powered by innovation and a can-do attitude, BH improves daily, striving to construct a
smarter way to live, invest, manage, and grow.
BH is passionate about setting the standard in the multifamily industry. We are a welcoming band of go-
getters who think big, sweat the details, and take our work (but never ourselves) too seriously. We set
our sights high, own our mistakes, and turn lemons into lemonade. We are incredibly proud of where
we’ve come and are ready to tackle what’s next. Come join us!
JOB SUMMARY
The Resident Accounts Specialist (RAS) is a member of the Property Management team, serving as a key point of contact for customers regarding their resident accounts, and acting as primary liaison between central support and market office teams. The RAS provides exceptional resident-facing customer service, performs administrative operations within Salesforce and Yardi, conducts property visits as needed, and offers general support to ensure the smooth functioning of the market office.
ESSENTIAL FUNCTIONS
- Maintain a high degree of customer service and competency level in all resident interactions; written communication and in person.
- Act as a key market interface with resident handing daily email, text, and phone correspondence.
- Manage Salesforce case tasks in a timely manner to ensure the best possible customer experience.
- Addresses and resolves minor resident concerns or disputes.
- Partner with central teams to drive rental collections with a goal of minimizing evictions and reducing delinquency.
- Focus efforts to help residents pay balances, cure evictions, and achieve rent stability.
- Prepare for and appear in court on behalf of the company, as needed.
- Ensure timely repossession of assets in the event of eviction.
- Manage eviction personal property holds, resident retrieval of personal property, and/or disposition of personal property within specific jurisdiction regulations and company policies.
- Process all payments received in the physical office according to company policy and procedure.
- Conduct move-in and out operations in Yardi.
- Reviews and approves resident charges related to service requests, validating charges are allocated appropriately.
- Demonstrate knowledge of provisions in standard lease documents and maintain a working knowledge of resident rules and regulations.
- Research resident ledger disputes and process credit requests accordingly.
- Gather and provide relevant information and timelines to central support teams in the event of a formal resident complaint.
- Assist residents with: Rent Café, Renter’s Insurance, Early Terminations, Transfers, and Utilities.
- Post various notices at homes as needed.
- Conduct occupancy checks and utility checks as needed.
- May also be responsible for: Move-in orientation activities, resident warm calls, office management, and resident in-person payments.
- Carry out other duties as assigned that are in the best interests of the customers and the company.
QUALIFICATIONS
- High School graduate required. College degree a plus
- 3+ years’ property management experience in either the single family or multi-family rental industry
- Additional customer service experience a plus
- Ability to build and maintain positive relationships internally and externally
- Projects confidence in interacting with residents and displays professional presence at all times
- Ability to thrive in a dynamic, fast-changing, growth environment
- Honest, ethical, and able to maintain confidentiality in a business setting
- Interacts productively in person and through technology with co-workers, team members.
- Excellent oral and written communication skills
- Strong organizational skills with the ability to manage multiple tasks, prioritize effectively, and follow-up with residents to ensure customer needs are met
- Ability to work a flexible schedule which may include evenings and weekends from time to time, depending on business needs
- Ability to comfortably navigate new technology and competency in MS Office a must.
- Real Estates license required
- Real Estates license and Property Manager Permit required in the state of Nevada
- Previous use of Yardi Voyager and Salesforce a plus
- Must have a valid Driver’s License and attend court hearings, as needed
BH is an Equal Employment Opportunity Employer. We foster the diverse voices of our community by advocating for inclusivity, celebrating our differences, and continually evolving our practice to make BH a better place to work and live. Our posted compensation reflects the cost of talent across multiple US geographic markets. Pay is based on a number of factors and may vary depending on job-related knowledge, skills, and experience.
