Tenant Relations Manager

Posted on May 17, 2021

Company: Property Management Connection

Location: Nashville, TN

Type: Full Time

Category: Property Manager

Description:

Position: Tenant Relations Manager

Reports to: VP, Operations

Classification: Full-time, exempt

Summary: The Tenant Relations Manager will supervise Property Management Connection’s (PMC) property leasing and tenant relations activities.  This management position will oversee a growing team currently comprised of five staff members located in Nashville and Mexico.  Candidates must have a strong background in operations and processes.

Core Competencies:

1. MANAGERIAL:
   1. Oversee a growing leasing and tenant relations team currently comprised of five staff members.
   2. Provide guidance, leadership and motivation to team members both in Nashville & Mexico.
   3. Develop and implement plans to ensure proper department growth and efficiencies.
   4. Measure outcomes from team members and track KPI’s
2. PROCESSES:
   1. Serve as in-house expert for processes using LeadSimple.
   2. Develop and update instructions and processes to obtain higher efficiencies and deliver excellent customer service to prospective and current tenants.
   3. Continually update and expand instruction manuals and standard responses to common inquiries.
3. OPERATIONS:
   1. Ensure leasing department is renting properties in line with company standards.
   2. Oversee tenant relations staff in the preparation of leases, lease renewals, move-outs, rent collection, and general tenant inquiries.
   3. Make appropriate decisions to resolve tenant issues. Serve as point of contact for escalation of issues from tenant relations staff.
   4. Coordinate with portfolio managers and maintenance department as necessary to achieve necessary results.

Requirements:

1. Communication
   • Written – Ability to clearly convey messages, ideas & expectations through the effective use of written correspondence (letters, e-mails, etc.)
   • Oral – Ability to clearly convey messages, ideas and expectations through the effective use of words, body language and voice tone, i.e. telephone conversations with tenants, agencies, people interested in properties, etc,
   • Listening – Ability to take in and understand spoken messages by being attentive and by using skills to understand the meaning behind a person’s words
2. Adaptability & Flexibility
   • Ability to change direction as priorities shift
   • Ability to thrive in environments that require the ability to adapt to changing circumstances
   • Ability to work effectively under pressure of deadlines as well as a high tolerance for stress
   • Must have an even-temperament when dealing with conflict
   • Utilize conflict resolution skills when dealing with all parties
3. Dependability – Fulfills commitments consistently and can be counted on to do what is agreed
4. Accountability – Readily accepts own role in the outcome of a situation, whether positive or negative
5. Decision Making Effectiveness – Ability to make decisions that prove to be beneficial
6. Detail Oriented – Produce high quality work with few errors by being aware of and paying attention to the many pieces that make up the “whole” of a task or project
7. Organizational Skills – Ability to prioritize, to effectively arrange goals, tasks and projects in order of greatest importance to achieve success. Ability to manage multiple priorities
8. Teamwork & Collaboration
   • Ability to work as a team member and interact with others in a professional & respectful manner
   • Ability to show empathy & understanding for other people from all walks of life
   • Ability to work effectively with others to achieve a common cause
9. Independence – Ability to work autonomously and produce effective and efficient results without needing abundant direction from others
10. Computer Experience
    • Competent in Microsoft Office products
    • Ability to master property management software (AppFolio, Tenant Turner, LeadSimple)
11. Ability to lift up to 40 pounds
12. Dependable car, valid Driver’s License

Compensation:

Base compensation range of $65,000 to $80,000.