Position Description Title: Account Manager Business: Property Management Role reports to: OC Branch manager Location: Virtual Description: Full time, minimum 40 hours per week, 8:30am-5:00 PM (PST) Purpose of Role: To serve as the primary point of contact for owners, ensuring accurate financial management, clear communication, and proactive support that strengthens trust and long-term relationships. Key Responsibility Areas Key Role Accountabilities: Measures (KPI): Customer Service- Main point of contact for all Owner needs and issues - Helps residents: set tenant expectations on requirements of lease, answer questions on application questions & status, showing instructions, rent questions, portals, document requests, rental verifications, general questions about lease, move-in/move-out questions. - Helps owners: statements, owner draws, portals, document requests, direct deposit bank changes, general questions, minor maintenance questions. - Limit the incoming calls that go to voicemail - Ensure that owners and tenants questions and concerns are addressed same day or within one business day - Problem solve in order to prevent escalated customer service issues 95% of calls answered Setup new owners in system. Accuracy of property, client, & resident data- Data entry of new owners into system, obtain needed info- New owners set up in AF w/ in 24 hrs of signed MA - Respond to file review requests and complete w/ in 30 days of tenant move-in- KPI: 0 # of outstanding file review requests over 30 days Setup new owners that have tenant occupied properties - Arrange transition of management: communicate w/ owner & residents - Data entry, set up existing lease, collect necessary documents- New clients are contacted w/ in 24 hrs of signed MA - Annual owner review call- Performs a phone call with client each year to evaluate owner needs, build trust and show value of management company - Every owner is contacted within a 12 month period - Utility Set up-set up utilities in owner name during rent ready process, set up/transfer utilities during new owner onboarding process- Get owners to sign up for continuous service agreements with utility companies Leases- Create and Send: roommate swap, pets, TD terms, etc. - Ensure that all leases are accurate and proper terms are issued per property, owner specifications in accordance with law and company guidelines - Section 8 Lease Renewals (Lease Renewals and Applications (back up to Admin team))- Understand and be able to perform LR process and Application process - Screen applications and applicant communication - Draft LR, pull comps, set pricing, send out LR in AF - Oversee Section 8 Lease renewal requirements and follow up- Assist with LR or application process if admin team needs back up - Handle all section 8 lease renewals including follow up with owner, team, resident and section 8 authority - Tenant lease compliance and HOA violations - Resolve HOA violations - Resolve lease violations, draft notices- Violations dealt with in a timely manner, all parties informed - Responds to owner emails/calls within one business day - Coordinate with PM team or Proof when notices need to be served - File Reviews- Performs file review after leasing- File reviews completed within 15 days of receiving notice from Admin Department# File Reviews not completed w/ 15 days of admin notice = 0. (\"started\" means PA has reviewed and send missing items to PM)Eviction File Prep- Communicate w/ owner about delinquent rents and eviction process - Prep Eviction file according to requirements of attorney in order to begin eviction process - Coordinate court appearance with PM assigned to case - Delinquent residents are addressed w/ owner and evictions started unless expressly denied by owner - Get owner approval for eviction, -- coordinate funds needed from owner for eviction to begin (OC or if covered by TD MA)Delinquent Rent- Tenant and Owner communication for late rent - Payment Plans: Security Deposit Disposition- Send Admin team: MI/MO inspections, deduction completion pictures, invoices and breakdown of deductions to admin team- complete security deposit disposition w/in 21 days of tenant move out#0 dispositions sent out past day 21Securtiy Deposit Disputes- Resolve tenant security deposit disputes - Coordinate with admin team on any revisions and refunds - Reports, metrics/KPI's- Review weekly reports & KPI's of team members, address concern areas - Attend weekly L10 mtg to discuss KPI's & metrics and projects - Reviews weekly reports and metrics/KPI's of team member - Reports metrics/KPI's to Branch Manager Weekly Reports turned in complete and on time (Thursdays at noon) Online Reviews- Responsible for asking tenants/clients/vendors for positive social media reviews via podium and/or nicejob2- 5 star customer service reviews per month Assist Team Special Projects assigned by manager. Knowledge & Experience Qualifications: Customer service, property management Experience1-2 years Personal Attributes: Supportive, detailed, thorough Skills Skill or knowledge area: Customer Service - Good with handling customers concerns and requests Computer skills: typing, knowledge of Gmail, MS Office Suite Property Management Operations: Knowledge of how each team member interacts with each other and knowledge of all company operations, policies, and procedures Key Working Relationships Role the position interacts with: Property Manger Daily Working together to fill vacancies, weekly reporting on showings and potential tenant leads Maintenance Coordinator/Manager: Occasional Tenant / Owner Customer service on maintenance requests Move-out Coordinator: Occasional Turnover estimates, rent ready, deposit deductions Branch Manager: Occasional Report to, supervisor Industry Real Estate Employment Type Full-time