About Imagine Homes Management

At Imagine Homes, our success is based on always doing the right thing and creating exceptional experiences for our residents. We understand what makes a good home great and specialize in providing our residents with premier single-family living. We believe our focus and attention to detail distinguish us, and we are certain we can help clients find a home they are proud to call their own. We operate single-family rental homes in 8 markets across Minnesota, Indiana, Ohio, Kentucky, Kansas, Missouri, and Pennsylvania.

About the Role

The Resident Relations Specialist is a multi-faceted role committed to providing a best-in-class experience to our future and current residents. This is a centralized role based in our corporate office that will help support our property management teams across all 8 of our markets. The Resident Relations Specialist responds to resident inquiries (both routine and emergency), providing quality, accurate resolutions utilizing multiple internal systems and resources.

This role will also make recommendations to leadership based on research, findings, and best practices to improve our internal tooling, processes, and procedure.

Key Responsibilities

As the friendly, first point of contact within Imagine Homes Management, the Resident Services Specialist uses creative problem-solving to ensure customers’ needs are heard, prioritized, and met. This customer-obsessed role will work closely with residents and Imagine Homes colleagues (both in-market and offshore in the Philippines) on items relating to leasing, move-in/move-out, maintenance, renewals, delinquency, turnover, and more. While the primary function will be communication with existing and future residents, this role will also help ensure compliance of our policy and procedure on all things property management. The Resident Relations Specialist will also work closely with the SVP, Operations and key projects and initiatives.

Other Responsibilities (include, but not limited to)

• Following up with prospective future residents
• Ensuring proper underwriting of rental applications
• Supporting move-in process and experience for new residents
• Maintenance troubleshooting (remote) and coordination/de-escalation of issues
• Remote management of alerts from our smart home system
• Delinquency follow-up and overall payment management
• Supporting lease renewal process
• Ad hoc resident requests (pet, roommate, lease termination, etc.)