• Job Description

  Req#: da494900501f

  R&M ACE, Maintenance SFR3 is a boutique real estate investment fund that will acquire and renovate more than $3B worth of single-family homes by 2024. The Fund renovates distressed homes using software-driven operations to scale dozens of markets concurrently with a lean, nimble team. Today the Fund owns 11,000+ homes in 30+ metros, and its portfolio growth is among the fastest of any fund of any size in the country. American Avenue is an SFR3 owned property management company that manages 10s of thousands of single family homes. AA’s mission is providing residents with the nation’s best rental experience for affordable single-family homes.

  About the team

  We want to do things differently. We aspire to offer best-in-class tenant service for any tenant with affordable housing. We will solve tenant issues in days not weeks.

  We are putting together a team of Property Engineers that can service repairs in-house as a way of reducing costs, decreasing resolution time, and increasing tenant satisfaction. We are a fast-moving and remotely managed operation.

  We are placing a large bet that our Property Engineers are highly productive. In order to achieve this, we must provide top-tier support for our boots on the ground. The PE Support ACE will be the go-to contact for all Property Engineers in the field to reach out to in moments of uncertainty.

  You

  You are a “hands on” entrepreneurial operator, with an innate ability to understand and maintain priorities. You plan ahead to ensure smooth sailing, but you’re quick to react and correct course when things start to break. You thrive in a challenging and sometimes chaotic environment where decisions need to be made quickly and often.

  You have construction knowledge that allows you to be an elite strategist of every work order. You will know when something is an emergency, who is the best to fix it, and what is an accurate cost in order to have the work done.

  You have the ability to understand, process, and convey complex processes in a way that anyone can understand. You communicate with the desire to teach.

  You’re thrilled at any opportunity to serve tenants with top-shelf customer service. You are not afraid of expansive CRMs. You are empathetic to the issues that our renters may face - and make it your personal mission to ensure they have a clean, safe, and functional home to return to every day.

  You love to have a clear goal that you work ruthlessly toward. Having unambiguous key performance indicators that you must achieve excites you.

  What you’ll do

  You are the hub for all things Property Engineer support. You will field phone calls, text messages, and Slack alerts from maintenance technicians in the field that need help. These tickets will range from: advice on open work orders, issues with tech/process in the field, company tool training, etc. Every moment a Property Engineer is blocked is productivity lost - be quick to help!

  Your Responsibilities

  • Provide technical support and troubleshooting assistance to Property Engineers in the field, ensuring timely resolution of issues.
  • Communicate with Property Engineers via phone, email, slack, or other mediums as needed to identify and resolve technical problems.
  • Manage relationships with Property Engineers to establish a rapport and build trust, ensuring that they have the support they need to be successful.
  • Work closely with cross-functional teams, including Engineering, Product, and Operations, to identify and escalate technical issues that require further attention.
  • Document support cases, issues, and resolutions in a timely and organized manner to maintain accurate records and facilitate solutions.
  • Proactively identify and recommend improvements to processes, tools, and workflows to increase efficiency and effectiveness in providing support.
  • Develop and maintain a deep understanding of the company's products and services to better serve Property Engineers and troubleshoot issues.
  • Act as a subject matter expert on technical issues related to the company's products and services, providing guidance and support to field employees.
  • Provide training and guidance to Property Engineers on how to troubleshoot common technical issues.
  • Take ownership of issues and drive them to resolution, escalating to appropriate parties as needed to ensure timely resolution.

  Preferred Qualifications

  • Bachelor's degree in business administration, property management, vendor management or related field
  • 5+ years of experience in property management, facilities management, or a related field
  • Strong organizational and multitasking skills, with the ability to prioritize tasks effectively
  • Excellent communication and interpersonal skills, with the ability to interact professionally with tenants, vendors, and other stakeholders
  • Strong problem-solving skills, with the ability to analyze complex repair requests and develop effective solutions
  • Knowledge of property management software, such as Yardi, Appfolio, or MRI, preferred
  • Understanding of building systems and construction processes
  • Ability to work independently and as part of a team in a fast-paced, dynamic environment
  • Proficient in managing large amount of work from behind a computer, where big data systems are your tool
  • Eastern/Central time zone preferred

  Perks & Benefits

  Top of the market compensation and benefits. Salary + industry leading monthly bonus structure. PTO, Fully Covered Health/Dental, 401K , plus much more. We are hand-picking a very small team of the best, and we’ll make sure you feel like the best so you can perform at your best. Performance will equal extremely robust monthly bonus potential.

  A+ Work Environment. We work hard and have a lot of fun doing it. We all take a lot of pride in being the best managers of homes in America and everything we do is around constantly improving individually and as a team.

  We're servicing the largest portfolio of affordable housing in the heart of America. We need brains and passion to make it happen and to make it happen in style.

• About the company

  SFR3 provides affordable homes for America’s workers. Thousands of Single-Family Rentals from Charlotte to Cincinnati.

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