Home Relationship Manager at Flock DC – Washington, District of Columbia

About Nest DC

Nest DC delivers a best-in-class, residential property management service. We are a mission-based, justice-oriented company that puts people and place first. We measure our profit in impact; excellent jobs, diversity, equity, and a thriving community. We spend locally, pay rent for the planet with our environmental policy, and invest in housing justice with our birdSEED Foundation.

Tending to homes and the people in them is our privilege. Our clients count on us to care for their investments, reduce risk, and reduce burden. We are partners and proxies for our clients. To succeed, our organizational design and systems must support a frictionless relationship. From technology to training, communications culture, and marketing, Nest DC is designed to be profitable, reputable, and impactful at once.

Position Overview

Nest DC offers comprehensive, turnkey residential property management.

Our scattered-site, single-family home management practice, oversees 1200+ units valued at roughly two billion dollars. We are stewards of this portfolio, ensuring occupancy, care, quality, and compliance.

Our Home Relationship Manager builds, nurtures, and manages our most important relationships with clients and residents. We manage homes with care, and clients with empathy and excellence. Throughout their entire journey with Nest DC, we deliver a valuable, and valued experience.

Nest DC is an industry expert in marketing, leasing, turnover, management, emergency call, regular and preventive maintenance. We guide owners on compliance, receive and manage security deposits, track and manage resident leases, and renewals, and ensure smooth move-out experiences and property transitions.

Our brand promise, reputation, profitability, and growth ties directly to this role. The Home Relationship Manager is the front door, welcoming clients, building trust and partnership. We lean back on technology so we can lean into the human experience, and build long, fruitful relationships with our clients, who stay with us on average, 6 ½ years.

Home Relationship Managers are responsible for 200-300 homes. They work closely with leasing and new business, maintenance, and support teams to ensure frictionless client, resident, and vendor relationships. The Home Relationship Manager is responsible for client success; teamwork is a critical part of our design.

Key Responsibilities

Client Relationship Management

Serves as the single point of contact for property owners/clients on all matters relating to their investment property Handles escalations quickly, and effectively solves problems. Leverages strong communication skills and empathyEnsures constant, pro-active communication through regular channels, and throughout relationships. Clients receive quarterly newsletters and periodic updates, quarterly townhall meetings and notices. The Home Manager builds on those channels and creates rapport and trust with owners and investorsAdheres to contract terms and Schedule A (fee schedule) for continuity, profitability, and conflict reductionPoint of contact for finance/ledger questions regarding expenses, deposits, fees and rentsMonitor and review property transactions using Appfolio to ensure accurate billing and monthly owner statements are correct, conduct regular meetings with the owner if necessary (they should not be in most cases)Solicits reviews on Google

Resident Management

Ensures smooth communication during move in/outEnsure residents are aware of and clear about their responsibilities as residents/tenantsOversees maintenance communications through resolution and closing of ticketTracks lease renewals, roommate swaps, requests from residents for information/leases etc.Track property use change (return to owner, selling etc.) and resident communication for frictionless transitionsHandles escalations quickly, effectively solves problems. Leverages strong communication skills and empathySolicits reviews

Home Management

Walk property and meet with vendors as neededTrack/manage/document all management activities in LeadSimple and Appfolio Preventive maintenance ticket trackingProject managementPrepare scope of work and manage estimates and project timelines for longer format projectsTranslate ambiguous requests or information into specific proposals, requirements, or action plansPoint of contact for major projects such as remediation, roof or HVAC replacementPresent plans and communicate consistently and pro-actively with clients, residents and vendorsInsurance claim managementProject management plan, timeline, pricing and comms plan for each claimCompliance supportOversee and track any updates/improvements or remedies needed for complianceLiaise with regulatory POCServe as main POC on DOB violations and attend hearings if necessarySchedule and action property inspectionsConducts monthly audits to reflect owner's requests

Operational / Company Responsibilities

Model excellent customer service results (high touch, empathic engagement, results oriented management)Supports the team in managing emergencies or urgent issuesFluency in the following:AppfolioLeadSimpleGoogleFair Housing, compliance, government regulations, and resident rightsLiaise with internal partners for seamless collaborationFinanceLeasing, marketing and supportMaintenanceParticipate in and contribute to ongoing education and trainingsTechnologyProperty managementBusiness + operationsMaintain property management license and take continuing education coursesPrepare regular reports for leadership on performanceDevelop and support all standard operating proceduresRepresent the Nest DC brand and our promise to deliver outstanding managementSupport interviewing and hiring of divisional team members as needed

Model Nest DC Mission + Core Values

Actively participates as a team member, colleague, and fan of Nest DCCommit to doing the best and being the bestPlay a key role in positioning Nest DC as THE BEST management company locally and globally (seriously!)Support the team in managing emergency situations or urgent issues (all-hands issues - fire/flood/blood)Cares about company success and contributionDemonstrates pride of work and commitment to learningEmbraces diversity of team, thought, and ideasMaintains an abundance mindset: work toward wins + successHave FunEssential FunctionsStrong hospitality mindset with customer-first approachExcellent project management skillsAbility to manage up and drive projects to completionStrong attention to detail with effective multitasking abilitiesSelf-motivated with results-oriented mindsetTech-savvy with ability to adapt to new tools

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