Relationship Manager

Overview

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 bird

SEED 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.

• 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 empathy.
• Ensures 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 investors.
• Adheres to contract terms and Schedule A (fee schedule) for continuity, profitability, and conflict reduction.
• Point of contact for finance/ledger questions regarding expenses, deposits, fees and rents.
• Monitors and reviews property transactions using Appfolio to ensure accurate billing and monthly owner statements are correct; conducts regular meetings with the owner if necessary (they should not be in most cases).
• Solicits reviews on Google.

• Ensures smooth communication during move in/out.
• Ensures residents are aware of and clear about their responsibilities as residents/tenants.
• Oversees maintenance communications through resolution and closing of tickets.
• Tracks lease renewals, roommate swaps, requests from residents for information/leases, etc.
• Tracks property use changes (return to owner, selling, etc.) and resident communication for frictionless transitions.
• Handles escalations quickly, effectively solves problems. Leverages strong communication skills and empathy.
• Solicits reviews.

• Walks property and meets with vendors as needed.
• Tracks, manages, and documents all management activities in Lead Simple and Appfolio.
• Preventive maintenance ticket tracking.
• Project management; prepare scope of work and manage estimates and project timelines for longer format projects.
• Translate ambiguous requests or information into specific proposals, requirements, or action plans.
• Point of contact for major projects such as remediation, roof or HVAC replacement.
• Present plans and communicate consistently and pro-actively with clients, residents and vendors.
• Insurance claim management; project management plan, timeline, pricing and communications plan for each claim.
• Compliance support; oversee and track updates/improvements or remedies needed for compliance.
• Liaise with regulatory POC; serve as main POC on DOB violations and attend hearings if necessary.
• Schedule and action property inspections; conducts monthly audits to reflect owner's requests.

• Model excellent…