Property Performance Support Specialist

Description

Reporting to the Director of Training, the primary responsibility for this role is to ensure that Middleburg Community teams receive the property operations system support in a timely manner and that new Middleburg Communities implementations and launches are as seamless and efficient as possible. This position will develop training process, improvement initiatives, and create documentation of processes to help ensure 100% compliance with property system SOPs.

The Specialist will work with a broad group of individuals across multiple levels of the organization (On-site; Area; Regional; Marketing, and Corporate personnel) to streamline the flow of information and tasks, thereby minimizing oversights and promoting planning and forethought. This position is expected to travel up to 20% of the time, traveling to new and existing properties throughout the Southeast as directed and approved by SVP of Resident Experience and Property Performance.

Essential Duties & Responsibilities :

• Respond to help desk tickets related to RealPage applications (OneSite Leasing & Rents, Accounting, Facilities, Knock etc.) and other integrated systems including property websites
• Guide users through issue resolution via phone, email, or ticketing system with clear documentation.
• Track and prioritize incoming requests, escalating complex issues to the appropriate technical teams or RealPage support when necessary.
• Maintain accurate and timely documentation of all support interactions, resolutions, and system updates and off boarding of transition properties.
• Support system rollouts, training, and updates across the portfolio.
• Assist with onboarding of new users, including system access, setup, and introductory support.
• Partner with internal IT, Marketing, Accounting, and Operations teams to resolve cross-functional system issues.
• Identify recurring issues and recommend process improvements or training opportunities.
• Contribute to internal knowledge base and user guides.
• Assist in facilitating the annual budget process.
• During first week of property launch :
• Be present to assist in training with staff
• Review and implement SOPS with staff
• Follow-up with site-team at appropriate and regular intervals for first 90 days after take- over, to partner with Regional in ensuring all key areas of Operations are covered
• Serve as support to Regionals, Corporate, and on-site teams when fulfilling all transitional items through the disposition process of a property. This will include items such as sending notices to terminate contracts, tracking contractual obligations for Ops in the PSA, potentially acting as an in-person representative on the day of turnover to the new ownership, etc.
• Assist with other special projects as directed by the SVP of Resident Experience and Property Performance

Requirements

Minimum Education / Training / Experience :

Additional Desired Qualifications :

Work Environment :