Turnover Specialist

For the health and safety of our team and our families, employment with Flock is conditional on proof of full COVID-19 vaccination

• Performs or shares responsibility to oversee that each property has a pre-move-in walkthrough, 24-48 hours before the scheduled time with tenants to take a video, document the space, confirm keys and check for notes (tests fridge, freezer, stoves, toilets, and microwaves - dishwasher, washing machine, and dryer)
• Performs or shares responsibility to oversee that each property has a complete move-in walkthrough with the new tenants, showing them the document that notes condition of the space with tenants, sends a PDF of form to tenants while onsite and at minimum within 24 hours
• Sets expectations with tenants on how to work with us moving forward: walks tenants through changing filter, how to use emergency service, lockouts, how to submit maintenance requests (you won’t need to be home, but can request to be), show them which keys go to where, walks them through trash, parking, building, etc., guidance on not closing washing machine
• Documents and schedules any lingering work with the maintenance team that was identified at the tenant walkthrough or any additional work requested by the tenant (if Turnover Specialist cannot complete the work themselves).
• Any follow up items that can be handled by the Turnover Specialist are done so prior to tenants moving in when possible
• Responsible for having copies of full sets of working keys for all tenants and working with Leasing Specialists and/or in office support to have fobs and remotes ordered and working ahead of time
• Emails a copy of the video to the tenants within 24 hours
• Coordinate measurements for tenants when needed
• Clear-out move-ins in Monday.com right after documentation is sent each time
• Helps make swag bags when needed and drops them off at every move-in

• Schedules move outs by typeform along with Turnover Project Manager
• Generates list of work needed ensuring that Turnover Project Manager has complete scope along with any questions for clarification
• Creates scope of recommended work and converts to a work order while on-site at each unit
• Collects information via moveout questionnaire about the house, work needed, focusing on the interior and basic exterior of the unit to get it rent ready. (Any items taking place in the building, major repair, roofing, hvac and windows, tickets are created and assigned to head of maintenance)
• Documents recommendation for security deposit withholdings with required photos, video, and written summary
• Creates a weekly email to schedule cleanings
• Key management - inventories keys and marks them in line with the key labeling procedures
• Meets tenants at move out walkthrough, notes all items needed for condition, collects forwarding address and inventory keys
• Checks storage units, trash for dumping, keys, washing machine seals, remotes, inventories items that remain onsite
• If items remain, coordinates bulk trash pick up
• Orders small supplies related to appliances

• Responds to every email within 2-4 hours between 9-5pm, Monday through Friday
• Monitors maintenance tickets daily to ensure they are moving quickly to work completed
• Communicates effectively with colleagues to settle tenants in their homes as quickly as possible
• Checks in weekly with turnover team lead
• Shows up to all meetings and all appointments at the time scheduled on the calendar
• Attends weekly scheduling meeting to ensure schedule is efficient and productive
• Commits to using Monday.com, Appfolio, and future tools to ensure clarity and accountability
• Creates a supportive and collaborative work environment for all team members

Key Results Area #4: Emergency On-call Expectations

• Serves as lead on call approximately 4-5 weeks/year.
• In conjunction with MCC Director, establishes on-call standards and protocols by filling out MCC Typeform after each MCC interaction.
• Responds to any after-hours calls for guidance from AppFolio Maintenance Contact Center by answering the emergency phone when a call comes in.
• As needed, notifies owners or tenants of any major issues after hours (tenant displacement or issues that could lead to future legal concerns - major safety, threats, etc.).
• Copies any correspondence with tenants, owners, and vendors into the relevant AppFolio work order so a proper record is maintained.
• If needed, supports MCC in triggering Field on-call personnel to handle on-site emergencies.

Skills Required for Performance Standards

• Willing to go the extra mile with a strong work ethic, is self-directed and resourceful
• Extremely detail-oriented
• Superior organization and time management skills
• Ability to work independently and is self-directive
• Ability to communicate clearly and accurately to a range of audiences, both verbally and in writing
• Willingness to jump into new tasks and help out other team members
• Strong interpersonal skills
• Ability to quickly learn property management software and tools
• Provides feedback to team members and supervisors to help better systems
• Successful in high paced, ever changing work environment
• Ability to recognize systemic problems and offer solutions to enhance and improve current systems
• Ability to be on-call and respond to emergencies as they arise
• Ability to work a flexible schedule to include weekends, evenings and holidays if needed
• Proficiency in email and google suite
• Knowledge of Apple systems, computers and iPads
• Must have a vehicle
  
  How to Apply
  
  Interested and enthusiastic applicants should apply and upload a resume, cover letter, and salary requirements to the "Apply" button below.
  • 
    No phone calls please. Applications accepted until position filled.
  • Please note that only those individuals whose qualifications match the current needs of the organization will be considered applicants and will receive responses from Flock.
  • Flock provides a very competitive compensation and benefits package.
  • Flock is an equal opportunity employer.

  To learn more about our Flock Benefits and Perks, visit https://flock-dc.com/careers