Resident Relations Manager

T&H Realty Services, Inc•Indianapolis, IN

6d•Hybrid

About The Position

This role is for a resident-first problem solver who excels at keeping communication flowing and details organized. The Resident Relations Manager will lead inboxes and escalations, enforce leases with fairness, and deliver fast, clear resolutions to build trust and keep operations moving smoothly. The ideal candidate is a confident and clear communicator, skilled at turning frustrated residents into satisfied ones through patience, empathy, and clear communication. They should be comfortable learning and working across multiple software platforms, policies, basic accounting/ledgers, and juggling shifting priorities. A high level of accountability and adaptability is crucial, as priorities and processes may change. This position is part of a supportive team led by the Director of Resident Relations, working closely with other Resident Relations Managers, Resident Coordinators, and colleagues across departments.

Requirements

Strong customer service + admin skills; confident, clear communicator by phone and email.
Skilled at turning frustrated residents into satisfied ones through patience, empathy, and clear communication.
Comfortable learning and working across multiple software platforms.
Comfortable with policies, basic accounting/ledgers, and juggling shifting priorities.
A high level of accountability — someone who owns their work, follows through, and can be counted on to get things right.
Ability to adapt easily as priorities and processes change.
HS diploma/GED required.
Valid driver's license required (occasional travel for evictions).

Nice To Haves

1–2 years of experience in property management, customer service, or a related field preferred.

Responsibilities

Own shared inbox & phones, hit response-time standards, and close the loop clearly.
Enforce leases (notices/fees), read ledgers, post payments accurately, and explain balances.
Coordinate with maintenance/accounting, prepare documentation for eviction filings, and represent T&H in court proceedings as needed.
Manage keys/lockboxes.
Keep clean, searchable documentation so any teammate can pick up the thread.
Use our tools: Trainual, Rentvine, Aptly (CRM), Tenant Turner, RingCentral, Google Workspace.