PM - Manager, Retention

Evergreen Residential Holdings•Dallas, TX

6d•Onsite

About The Position

Evergreen Residential is a high growth Real Estate Company and institutional investment platform in the single-family residential ('SFR') and build-to-rent (“BTR”) sectors. We are committed to changing the way investors own and manage SFR homes, and to building a modern way to deliver the data, tools and services that enable our clients to invest in the world’s largest asset class at scale. Our team is collaborative, open-minded and curious. Transparency is a core value, we speak our minds, are responsible for our actions and celebrate our wins. We are serious about our business, but we don't take ourselves too seriously. We offer a flexible, empowering culture, competitive compensation and benefits, and the opportunity to work with and learn from industry pioneers and experts. If you are self-motivated and mission driven with a ‘can do’ mindset and see solutions where others may see problems, come and grow with us! With a rapidly scaling property portfolio we are seeking to add an experienced Property management professional to our team to manage the Retention team & process. The manager will supervise and coach Retention Specialists, drive process improvements, oversee reporting and compliance, and collaborate closely with Leasing, Property Management, and Compliance teams. Responsibilities include managing the full lease renewal lifecycle, addressing resident concerns, ensuring accurate documentation, and developing strategies to reduce resident turnover. This is an office-based position based in Dallas, TX.

Requirements

Bachelor’s degree business, accounting, or a related field (preferred)
5+ years of relevant Property Management experience, with min. 2 years of team supervision or management experience
Proven leadership experience in property management, leasing, and housing program administration.
Strong knowledge of Housing Choice Voucher (HCV) processes and application workflows.
Ability to manage multiple priorities in a fast-paced environment.
Proficiency in CRM systems and Microsoft Office Suite.
Strong attention to detail and financial accuracy
Ability to manage sensitive resident interactions with professionalism and empathy
Excellent communication skills, both verbal and written
Results-oriented, with a focus on improving recovery rates and reducing disputes
Process-driven and highly organized – can effectively manage multiple priorities in a fast-paced environment
Analytical thinking and problem-solving skills - able to think outside the box
Able to efficiently manage large volumes of transactional data
Adaptability in a highly dynamic working environment, demonstrating a strong work ethic.

Responsibilities

Team Leadership & Oversight
Supervise and guide Retention Specialists in all aspects of the renewal process.
Conduct regular team meetings to share updates, best practices, and process improvements
Assign, prioritize, and monitor workloads to ensure timely completion of applications.
Provide ongoing coaching, training, and performance feedback to team members.
Provide leadership with actionable recommendations to improve retention processes and ensure KPIs are consistently met or exceeded
Process Management
Ensure effective communication to all eligible residents with upcoming expirations
Review all systems for Lease Expirations, Base Rent, Occupants, Uploads, and Lease charges for accuracy and regularly report on progress and/or issues identified
Ensure generation of weekly reports: renewal status, resident feedback, and retention rates
Review all Month-to-Month residents to confirm they are being charged necessary fees
Work with Maintenance and/or field crew to schedule any necessary property inspections to verify condition or evaluate upgrade options when needed
Review price/term negotiations with Revenue Management for their approval
Verify residents are compliant with current renter’s insurance, utility, city code, and Evergreen policy requirements
Audit all completed renewals for accuracy
Manage room-mate promotions details/process and amend lease as needed
Manage property transfer requests, collaborating with field teams to ensure current property inspections are completed and that residents meet all necessary criteria
Work to reduce resident turnover by communicating effectively and in a timely manner, and identifying creative resolutions to help ensure residents are provided with the highest level of service
Manage the NTV process by communicating effectively with residents, generating NTV when needed, preparing market analysis for management, and following up through completion of NTV to ensure the move out process is scheduled accordingly
Oversee the entire lease renewal process from initiation to execution across all markets
Handle resident concerns and escalations related to lease renewals in a timely, professional manner
Maintain quality control and consistency in CRM documentation
Communication & Culture
Be polite, professional, and courteous in all interactions both internal and external, and respond to all correspondence with urgency
Troubleshoot customer inquiries and work towards one-step resolution
Contact all Residents that have submitted their Notice to Vacate and try to retain by offering solutions and displaying high level customer service
Keep residents informed and educated on what to expect with their upcoming lease expirations, renewal process, rent increases (market rate knowledge), and potential fees
Provide local comps to residents when needed to educate them on current market value of their home
Be a collaborative partner and team member, assisting as needed with projects & processes
Other Duties as assigned by leadership.