Tenant Relations Specialist (Bilingual – Spanish Required)
Department: Property Management
Reports To: Tenant Relations Manager
Location: Hybrid (3 days in office – Durham, NC / 2 remote)
Status: Full-Time, Non-Exempt
About Stackhouse
Stackhouse Management is a growing real estate and property management company operating manufactured housing communities across multiple states. As we continue to scale, we are building centralized systems that create consistency, accountability, and a better resident experience.
We are restructuring how resident communication is handled across our portfolio. Instead of fragmented, community-level call handling, we now operate a centralized resident communication model — and this role is a key part of that system.
Role Overview
The Tenant Relations Specialist serves as a frontline member of our centralized resident communication team. This role supports the Tenant Relations Manager by receiving, documenting, and coordinating resident inquiries across our communities.
The Specialist plays a critical role in ensuring that every resident interaction is handled professionally, documented accurately, and followed through to completion.
This is an ideal role for someone who is highly organized, calm under pressure, detail-oriented, and comfortable managing multiple active cases at once.
Spanish fluency is required, as a significant portion of our resident population is Spanish-speaking.
Core Responsibilities
Centralized Resident Communication
- Receive inbound resident calls routed through our live answering service
- Serve as a primary point of contact for Spanish- and English-speaking residents
- Communicate clearly, calmly, and professionally in both languages
- Set expectations regarding next steps and timelines
- Provide consistent messaging aligned with company policies
Issue Intake & Documentation
- Log all resident interactions accurately in Rent Manager and Smartsheet
- Categorize inquiries appropriately (maintenance, billing, policy questions, escalations, etc.)
- Maintain organized and up-to-date case records
- Ensure all communications are documented for visibility and accountability
First-Contact Support
- Resolve straightforward inquiries at first contact whenever possible
- Provide policy clarification and general account guidance
- Reduce unnecessary escalations through effective communication
Coordination & Case Support
- Coordinate internally with:
- Maintenance teams via MaintainX
- Centralized Collections for billing and ledger questions
- Regional Property Management for escalations
- Support the Tenant Relations Manager in managing open case volume
- Track open items and follow up proactively with internal teams
Follow-Up & Resolution
- Confirm resolution with residents in both English and Spanish
- Ensure issues are not closed until confirmed and documented
- Help reduce repeat calls through thorough follow-through
Escalation Support
- Identify when an issue requires elevation to the Tenant Relations Manager
- Prepare concise summaries and documentation for escalated matters
- Maintain professionalism during challenging or sensitive interactions
Required Qualifications
- Fluency in both English and Spanish (written and verbal)
- 2+ years of customer service, call center, or resident relations experience
- Strong communication and active listening skills
- Ability to remain calm and professional in escalated situations
- Highly organized with strong documentation habits
- Ability to manage multiple open issues simultaneously
- Comfortable working in structured systems and workflows
Preferred Qualifications
- Experience in property management, housing, or real estate
- Familiarity with Rent Manager, MaintainX, or similar systems
- Experience working in a centralized call or service environment
What Success Looks Like
- Resident inquiries are handled promptly and professionally in both languages
- All interactions are consistently logged and categorized
- Minimal repeat calls due to thorough documentation and follow-through
- Strong partnership with the Tenant Relations Manager
- Clear internal coordination across maintenance, billing, and operations
- Residents feel heard, respected, and informed
Work Environment & Expectations
- Hybrid schedule: 3 days in office / 2 days remote
- Structured, process-driven communication model
- Fast-paced environment with steady call volume
- Team-oriented approach with clear accountability
Why Join Stackhouse?
- Join a growing company investing in centralized systems and operational excellence
- Be part of building a scalable resident communication model
- Work closely with leadership in a role with visibility and impact
- Opportunity for growth within a structured property management organization
If you are bilingual, organized, solutions-oriented, and committed to providing professional resident support, we encourage you to apply.
Pay: From $50,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Tuition reimbursement
- Vision insurance
Work Location: Hybrid remote in Durham, NC 27704
