ITM - Resident Services Regional Team Lead

Resident Services Regional Team Lead - Pacific Region

at Evernest

Company Overview

Evernest is a national, full-service real estate and property management firm Evernest operates in 25 real estate markets across the country. It is one of the nation’s largest single-family and small multi-family investment brokers and property management providers.

We’re on a mission to build something great. Our goal is to manage 25,000 homes by 2030. It’s an exciting journey but we can’t do it alone. Evernest is looking for driven individuals who share our vision and are committed to our goals, core values and want to build a better future for our clients and the communities we serve.

In Evernest, our core focus is to develop people personally and professionally. If your goal is to grow and become the best version of yourself this is the perfect opportunity for you!

We are committed to creating a positive and welcoming environment for our residents/owners/vendors. If you are a motivated and skilled communicator passionate about providing excellent customer service, we encourage you to apply for this exciting opportunity.

Position Overview

The Resident Services Regional Team Lead for the Pacific Region will serve as the primary point of contact for all aspects of Resident Services across multiple markets. This role is crucial in ensuring effective resident communication, addressing delinquencies, managing renewals, and providing comprehensive training. The successful candidate will be responsible for leading and supporting their Resident Services team, ensuring they meet and exceed key performance indicators (KPIs) for the region.

Competencies & Requirements

Key Responsibilities:

• Resident Communication: Oversee all resident communication efforts, including managing delinquency cases, renewals, and other resident-related concerns across the designated markets
• Team Leadership: Provide oversight, support, and guidance to Resident Services staff, fostering a collaborative and productive team environment.
• Training & Development: Ensure all new team members are effectively onboarded and trained, with the ability to manage a portfolio within 4 weeks.
• Performance Management: Conduct regular one-on-one meetings, provide ongoing coaching, and manage team performance to achieve key outcomes.
• KPI Achievement: Drive the region's performance to achieve key targets:
• Achieve a renewal rate of 70% or higher within 60 days
• Reduce the MTD delinquency rate to 1% or lower within 60 days
• Operational Support: Assist with daily, weekly, and monthly audits, and cover absenteeism within the region as needed.
• Team Collaboration: Facilitate daily huddles, weekly same-page meetings, and manage 50% of the portfolio of a regular Resident Coordinator (188 occupied units).
  
  
  

DESIRED OUTCOMES:

• Improved KPIs: Enhance Resident Services KPIs across the region.
• High Renewal Rates: Achieve a renewal rate of 70% or more within the first 60 days.
• Delinquency Reduction: Lower the MTD delinquency rate to 1% or less within the first 60 days.
• Effective Team Training: Ensure all new hires are fully trained and managing portfolios within 4 weeks of onboarding.
• Rock Achievement: Achieve 80% of the Rocks set for each period within your team.
  
  
  

CORE COMPETENCIES:

• Proven ability to manage and lead a team in a fast-paced environment.
• Strong decision-making skills and the ability to act with urgency.
• Experience In data-driven problem-solving.
• Exceptional communication skills and the ability to build strong relationships.
• Capacity for detailed, accurate, and high-quality work.
  
  
  

CORE VALUES

To be considered for this position, you must connect deeply with Evernest’s company core values:

1. Win Together – Without sacrificing our core beliefs, we will always put the Team (our Owners, our Residents, and each other), first. Individually, we can only achieve so much; as a team, everyone can meet, and exceed their goals.

• Do the Right Thing - We will always be honest with each other, our residents, and our owners. We operate a truth-based property management company with high levels of accountability, regardless of how it affects us individually or as a company.
• Own the Outcome – We will continuously strive for the best way to serve our Owners by frequently updating our processes, pushing ourselves never to be stagnant and never accepting the status quo. We are determined to revolutionize this industry.
• Embrace the Grind – Beginning with just 30 houses to now almost 15,000, it has taken an extreme amount of hustle and perseverance to grow Evernest. We believe this benefits our clients because we are committed to whatever it takes to lease your home to a well-qualified tenant, collect rent, communicate effectively, and manage the day-in and day-out processes that keep you happy.
• Grow Daily – Our team of professionals commits themselves to daily disciplines both inside and outside the office. The positive habits we create in life impact our company and our clients. It´s not an easy business, and there´s no substitute for disciplined habits if you want to remain successful.