Manager, Customer Service
About this role
Evergreen Residential is a high growth Real Estate Company and institutional investment platform in the single-family residential ('SFR') and build-to-rent (“BTR”) sectors. We are committed to changing the way investors own and manage SFR homes, and to building a modern way to deliver the data, tools and services that enable our clients to invest in the world’s largest asset class at scale. Our team is collaborative, open-minded and curious. Transparency is a core value, we speak our minds, are responsible for our actions and celebrate our wins. We are serious about our business, but we don't take ourselves too seriously.
We offer a flexible, empowering culture, competitive compensation and benefits, and the opportunity to work with and learn from industry pioneers and experts.
If you are self-motivated and mission driven with a ‘can do’ mindset and see solutions where others may see problems, come and grow with us!
This is an onsite position located in our downtown Dallas office.
The Role: This position includes, but is not limited to, the following responsibilities:
Team Leadership & Oversight
- Recruit, train, and lead a high-performing team of Customer Service Representatives within a centralized call center environment.
- Provide daily coaching, mentoring, and performance management to ensure exceptional resident support and adherence to service standards.
- Develop staffing plans and shift schedules to maintain appropriate coverage across all service channels (phone, email, chat, portal messages).
- Foster a culture of accountability, teamwork, and resident-first service excellence.
Operations & Compliance
- Oversee daily call center operations, ensuring timely and accurate responses to resident inquiries and requests.
- Ensure compliance with Fair Housing laws and internal company policies across all communication channels.
- Manage call center systems and workflows within the property management platform, ensuring accurate documentation of all resident interactions.
- Partner cross-functionally with teams in Leasing, Maintenance, Utilities, and Accounting to resolve escalated issues related to payments, service requests, renter’s insurance, and account updates.
- Implement standardized scripts, workflows, and quality assurance procedures to improve efficiency, accuracy, and consistency.
Resident Experience
- Serve as the primary escalation point for complex or high-priority resident concerns, ensuring professional and empathetic resolution.
- Champion a service-oriented culture focused on responsiveness, transparency, and satisfaction.
- Monitor resident feedback, call quality, and online reputation to identify trends and opportunities for improvement.
- Collaborate with internal departments to improve the resident experience throughout the move-in, occupancy, and move-out lifecycle.
Reporting & Performance
- Track and analyze key call center metrics, including average response times, resolution rates, call volume, first-call resolution, and resident satisfaction.
- Prepare and present regular performance dashboards and insights to leadership.
- Identify recurring resident issues, operational bottlenecks, or training gaps, and recommend data-driven process improvements.
- Support technology enhancements and automation initiatives to optimize call center performance.
Other Duties
- Perform other related responsibilities and initiatives as assigned.
Please do not rely on compensation estimates for our jobs that are posted on sites other than our direct website as these may be misleading.
About Evergreen Residential
Founded in 2021, Evergreen Residential is a full-service SFR platform leveraging proven operational practices and the latest technological advances to optimize investor returns and achieve positive outcomes for our residents and the communities in which we operate. We offer a full suite of services, including Investment Management, Asset Origination, and Advisory Services. The firm is headquartered in Dallas with offices in New York City.
The leadership team has extensive experience dating back to the early institutionalization of SFR and unrivaled depth of experience in the complete asset life cycle. We are built to withstand changing market conditions, and our business produces resilient, predictable cash flows and margins. We are committed to charting new paths and using data to achieve best-in-class results. Our business is evergreen.
Beyond financial returns, the Company is committed to measurable impact objectives. We believe that inclusive and equitable management, environmentally sustainable long-term strategies, and resident-focused policies are good business - for our residents, our investors, and our team. We are committed to using environmentally sustainable practices and empowering our residents to improve their financial health.
Our cornerstone values - Accountability, Transparency and Partnership - are built on a foundation of Integrity and provide the roadmap for our daily actions, interactions and decisions.
Equal Opportunities and Other Employment Statements
We are deeply committed to building a workplace and community where inclusion is not only valued but prioritized. We take pride in being an equal opportunity employer and seek to create a welcoming environment based on mutual respect, and to recruit, develop and retain the most talented people from a diverse candidate pool. All employment decisions shall be made without regard to race, color, religion, gender, gender identity or expression, family status, marital status, sexual orientation, national origin, genetics, neurodiversity, disability, age, or veteran status, or any other basis as protected by federal, state, or local law.
Company at a glance
Evergreen Residential is a national services platform supporting the residential real estate industry. We partner with investors, developers, and owners of single-family rental and build-to-rent portfolios to operate homes efficiently, access tailored credit solutions, and connect capital with opportunity. Our approach is service-oriented, disciplined, and grounded in deep operating experience.
We have built and scaled residential operating platforms, developed technology-enabled workflows, and supported investors through multiple market cycles. Our team is proudly based in Dallas, Texas.
Evergreen offers third-party property management services through Evergreen Live.
For more information about Evergreen Residential, please visit www.evergreenresidential.com.
Top Benefits
- Competitive compensation
- Flexible culture
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