Leasing Operations Specialist
Open the door to your dream job and join #TeamMainStreet. With more than 22,000 homes in 30 markets, Main Street Renewal is one of the largest providers of single-family rental homes across the country. We understand that our employees are the invaluable drivers of our success. That's why we hire the most talented, passionate individuals who enjoy contributing to a growing, winning team. Here, you'll be a part of a fast-growing company dedicated to providing a best in class leasing and customer service experience to our residents.
A day in the life of a Leasing Operations Specialist:
We are currently looking for a Support professional to join our team. As a Leasing Operations Support Specialist, you will be a critical part of the team which is responsible for providing hands on support for the leasing team and the systems used to manage our homes across 23 branches and over 20,000 properties. As the daily duties can change based on priority, we’re looking for someone who’s passionate about support, and willing to get involved in every piece of the process. This role provides great exposure to a large-scale property management business, and opportunities to grow with the company.
•Support Specialist is someone who supports and trains team members through the entire help request process
•It is preferred to have a knowledge of helpdesk/support systems, with clear understanding of supporting the end user on help requests
•Over-see multiple implementation and testing projects with team members assisting the process
•Maintain an ownership approach day-to-day performance monitoring to ensure that accurate data information is collected and disseminated in a timely and efficient manner.
•Participates in the design, development, implementation, and management of core processes.
•Works with cross functional teams to implement resolve issues
•Oversees process from Initial request to update release using internal systems (Yardi, RentCafe & Jira)
•Record, track, and document the help desk request & problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution
•Responsible for recognizing training opportunities and process improvement for the Leasing Operations and Leasing team
•Develops and implements changes and updates to increase use of technology solutions to streamline and improve the process for completing all screening, checkpoint review and fraud verification
•Reports and follows up with software issues and enhancement requests to the System Support
•Property management system testing and process creation and updates. Field incoming help requests from end users via both telephone and work orders in a courteous manner.
• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced personnel.
•Apply diagnostic ability to aid in troubleshooting.
•Identify and learn appropriate software used and supported by the organization.
•Test fixes to ensure problem has been adequately resolved.
•Perform post-resolution follow-ups to help requests.
•Develop help sheets and knowledge base articles for end users.
•Perform related duties consistent with the scope and intent of the position
What you'll need to have
HS Diploma or equivalent
1-2 years prior support experience preferred
Possesses exceptional communication and people skills
Proficient with Microsoft Office, including Outlook, Excel, and Word
Knowledge of prospect and resident management systems is preferred
Excellent verbal and written communication skills
Possess excellent organizational skills, the ability to prioritize, and be detail oriented.
Ability to set priorities, meet aggressive goals and KPIs, manage multiple tasks and projects efficiently and simultaneously in a fast paced environment with minimal supervision.
Just a few other things you should know
Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
This job operates in a professional office environment.
This role routinely uses standard office equipment such as computers, phones, photocopiers, and fax machines.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
This is a sedentary role while in the office. This role requires the ability to lift files, open filing cabinets, bend or stand on a stool as necessary, frequent walking and climbing of stairs required. This role requires travel to our properties and may be physically demanding. The ability to physically perform the following duties for prolonged periods of time is required: Unassisted lifting up to 50 pounds, Bending, Walking, Kneeling, Stretching, Able to work on step ladders or extension ladders up to 30 feet, Able to work in confined spaces, indoors and outdoors in all climates, and unclean environments with fumes, dust and poor ventilation while adhering to company safety requirements and programs, Able to perform all duties in a safe manner at all times
Days of work are Monday through Friday; however, occasional evening and weekend hours may be required as job duties demand.
Our full-time employee benefits include:
- A competitive compensation package, annual bonus, 401k match
- Flexible PTO including 7 paid holidays, 1 floating holiday, and 1 volunteer day
- Employer-paid benefits (medical, dental, vision, health savings account)
- Professional career development and reimbursement
- Up to 16 weeks paid maternity leave; up to 4 weeks of paid parental leave
- Backup childcare offered through Bright Horizons
- Relaxed casual environment with virtual office events
Main Street Renewal is proud to be an Equal Opportunity Employer and committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, national origin, gender, pregnancy, sexual orientation, gender identity, age, physical or mental disability, genetic information or veteran status, and encourage all applicants to apply.