Home Relationship Manager

Nest DC•Washington, DC

13d

About The Position

Nest DC offers comprehensive, turnkey residential property management. Our scattered-site, single-family home management practice, oversees 1200+ units valued at roughly two billion dollars. We are stewards of this portfolio, ensuring occupancy, care, quality, and compliance. Our Home Relationship Manager builds, nurtures, and manages our most important relationships with clients and residents. We manage homes with care, and clients with empathy and excellence. Throughout their entire journey with Nest DC, we deliver a valuable, and valued experience. Nest DC is an industry expert in marketing, leasing, turnover, management, emergency call, regular and preventive maintenance. We guide owners on compliance, receive and manage security deposits, track and manage resident leases, and renewals, and ensure smooth move-out experiences and property transitions. Our brand promise, reputation, profitability, and growth ties directly to this role. The Home Relationship Manager is the front door, welcoming clients, building trust and partnership. We lean back on technology so we can lean into the human experience, and build long, fruitful relationships with our clients, who stay with us on average, 6 ½ years. Home Relationship Managers are responsible for 200-300 homes. They work closely with leasing and new business, maintenance, and support teams to ensure frictionless client, resident, and vendor relationships. The Home Relationship Manager is responsible for client success; teamwork is a critical part of our design.

Requirements

Strong hospitality mindset with customer-first approach
Excellent project management skills
Ability to manage up and drive projects to completion
Strong attention to detail with effective multitasking abilities
Self-motivated with results-oriented mindset
Tech-savvy with ability to adapt to new tools

Responsibilities

Client Relationship Management
Serves as the single point of contact for property owners/clients on all matters relating to their investment property
Handles escalations quickly, and effectively solves problems. Leverages strong communication skills and empathy
Ensures constant, pro-active communication through regular channels, and throughout relationships. Clients receive quarterly newsletters and periodic updates, quarterly townhall meetings and notices. The Home Manager builds on those channels and creates rapport and trust with owners and investors
Adheres to contract terms and Schedule A (fee schedule) for continuity, profitability, and conflict reduction
Point of contact for finance/ledger questions regarding expenses, deposits, fees and rents
Monitor and review property transactions using Appfolio to ensure accurate billing and monthly owner statements are correct, conduct regular meetings with the owner if necessary (they should not be in most cases)
Solicits reviews on Google
Property Onboarding
Oversee onboarding of properties into portfolio to include regulatory compliance, keys, paperwork, and any other necessary items or information.
Liaise with leasing and new business to ensure smooth handoff of new client
Resident Management
Ensures smooth communication during move in/out
Ensure residents are aware of and clear about their responsibilities as residents/tenants
Oversees maintenance communications through resolution and closing of ticket
Tracks lease renewals, roommate swaps, requests from residents for information/leases etc.
Track property use change (return to owner, selling etc.) and resident communication for frictionless transitions
Handles escalations quickly, effectively solves problems. Leverages strong communication skills and empathy
Solicits reviews
Home Management
Walk property and meet with vendors as needed
Track/manage/document all management activities in LeadSimple and Appfolio
Preventive maintenance ticket tracking
Project management
Prepare scope of work and manage estimates and project timelines for longer format projects
Translate ambiguous requests or information into specific proposals, requirements, or action plans
Point of contact for major projects such as remediation, roof or HVAC replacement
Present plans and communicate consistently and pro-actively with clients, residents and vendors
Insurance claim management
Project management plan, timeline, pricing and comms plan for each claim
Compliance support
Oversee and track any updates/improvements or remedies needed for compliance
Liaise with regulatory POC
Serve as main POC on DOB violations and attend hearings if necessary
Schedule and action property inspections
Conducts monthly audits to reflect owner's requests
Operational / Company Responsibilities
Model excellent customer service results (high touch, empathic engagement, results oriented management)
Supports the team in managing emergencies or urgent issues
Fluency in the following:
Appfolio
LeadSimple
Google
Fair Housing, compliance, government regulations, and resident rights
Liaise with internal partners for seamless collaboration
Finance
Leasing, marketing and support
Maintenance
Participate in and contribute to ongoing education and trainings
Technology
Property management
Business + operations
Maintain property management license and take continuing education courses
Prepare regular reports for leadership on performance
Develop and support all standard operating procedures
Represent the Nest DC brand and our promise to deliver outstanding management
Support interviewing and hiring of divisional team members as needed
Model Nest Mission + Core Values
Actively participates as a team member, colleague, and fan of Nest DC
Commit to doing the best and being the best
Play a key role in positioning Nest DC as THE BEST management company locally and globally (seriously!)
Support the team in managing emergency situations or urgent issues (all-hands issues - fire/flood/blood)
Cares about company success and contribution
Demonstrates pride of work and commitment to learning
Embraces diversity of team, thought, and ideas
Maintains an abundance mindset: work toward wins + success
Have Fun