Portfolio Services Support Manager

Portfolio Services Support Manager

Summary of Responsibilities: The portfolio services support manager is pivotal in the success of the assigned portfolio. This role ensures that each property within their portfolio consistently and accurately utilizes the tools and maintains the high-quality standards set. This role is a hybrid position, providing appropriate sales training to portfolio properties and ensuring that quality assurance standards are met.

Primary Responsibilities and Objectives:

• Provide sales leadership and guidance to portfolio properties
• Serves as the primary resource for multiple clients
• Manages the quality assurance process for clients over various platforms
• Assist regional managers with ordering video shops
• Schedule reviews and training on video shops with property associates
• Ensure software systems are being maximized, including but not limited to: Yardi CRM and other Real Page platforms, Anyone Home, Yieldstar, Rent Café
• Review, evaluate, and prepare weekly reports for clients
• Lead refresher courses and training for portfolio associates on key systems
• Document quality issues and build and execute a corrective action plan
• Ensure the completion of corrective action responses to prevent issue recurrence
• Confidently be a single point of contact for the portfolio when questions arise
• Always maintain a professional demeanor and appearance, promoting the same to associates
• Stay up to date with curriculum, platforms, and company policies
• Conduct training for Avenue5 policies, practices, and culture to new portfolio properties and associates
• Conduct training on company and property-specific software
• Provide guidance, mentorship, and support for associates and property management
• Facilitate property technology set-ups, including computer and email set-up, phone/voicemail systems, and building systems when required
• Adhere to company best practices and federal Fair Housing requirements
• Perform other duties as assigned

Education and Experience:

• Bachelor's degree is preferred
• Two to three years of property manager experience is preferred
• Two to three years of experience in Yardi CRM and other Real Page platforms, Anyone Home, Yieldstar, Rent Café, is preferred
• Two to three years of strong customer service experience is required
• Thorough understanding of local, state, and federal Fair Housing Laws

Skills and Requirements:

• Capability to read, write, comprehend, and converse in English
• Excellent written and verbal communication skills
• Ability to work independently and prioritize effectively in a fast-paced environment
• Ability to collaborate with others outside of immediate team
• Ability to make immediate decisions to resolve problems
• Ability to use discretion and maintain confidentiality
• Intermediate level knowledge with MS Office Suite including Outlook, Word, PowerPoint, and Excel
• Creates a climate in which associates want to do their best by leading and communicating a shared vision with associates and providing coaching and development
• Required to complete and successfully pass the Avenue5 Fair Housing and Preventing Discrimination and Harassment training and other courses if assigned

Scheduling:

• Required to maintain a regular schedule, which may require working outside business hours, weekends, and non-traditional holidays
• When required, be on call and assist during property staff deficiencies
• This position will require frequent travel that will vary from light to significant depending on business needs
• Travel is mostly overnight and may require weekends

Environment:

• Exposure to an environment typically found in an office building
• Frequent exposure to airports, airplanes, rental cars, hotels, etc.

Physical Requirements:

• Ability to lift, push, and pull up to 25 pounds
• Ability to remain stationary, move around, reach, and position oneself as needed for extended periods of time
• Ability to observe and detect signs of emergency through visual and/or auditory cues
• Ability to communicate and express or exchange ideas with others, as well as those activities in which they must convey detailed or important instructions to other workers accurately, loudly, or quickly
• Ability to perceive the nature of sounds at normal speaking levels, including the ability to receive detailed information through oral communication, and to make the discriminations in sound
• Visual requirements including color, depth perception, and field vision
• Ability to compare, copy, coordinate, synthesize, negotiate, communicate, and instruct
• Ability to tolerate stressful situations
• Ability to work under minimal to moderate supervision

This job description is not an all-inclusive list of functions and tasks. Over the length of employment, these functions and tasks may change. Diversity: Diversity creates a healthier atmosphere: Avenue5 is an Equal Employment Opportunity/Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.