Implementation Services Rep IV

The Implementation Services Representative IV (ISR IV) converts client data into RealPage products and systems using established procedures. The role analyzes client data and determines the actions needed to complete implementation. Work may involve Excel files, PDFs, and hard-copy source materials, along with regular phone and email communication throughout the implementation process.

The ISR IV is expected to be proficient in at least three primary Leasing & Rents product centers: Conventional, HUD (Section 8), and Tax Credit (LIHTC). The role also provides day-to-day oversight of the Philippines-based conversion team by coordinating schedules, resolving issues, and reviewing customer work for quality. The ISR IV identifies deficiencies and supports corrective action, and may assist with training and mentoring ISR I employees.

Responsibilities include, but are not limited to:

• Develop mastery of the conversion tools required to implement RealPage products and services.

• Manipulate client-submitted materials into a format usable by RealPage Conversion Utilities.

• Review client business practices and confirm data is converted in a way that best uses RealPage products.

• Complete accurate manual entry of data from multiple sources.

• Analyze implementation reports, identify needed corrections, and confirm implementation results meet expectations before service is completed.

• Document implementation issues using account management tools such as Salesforce.

• Review complex orders to confirm requested services have been properly implemented.

• Coordinate schedules and work across the Philippines-based conversion team to support customer and project needs.

• Review team and customer work for quality, identify deficiencies, and help address issues.

• Analyze quality monitoring results and identify ways to improve areas of weakness.

• Communicate with clients to resolve complex issues with submitted conversion materials.

• Meet strict deadlines and manage multiple projects within a short time frame.

• Communicate assignment status and obstacles that may affect designated goals.

• Demonstrate proficiency in three primary Leasing & Rents product centers.

• Serve as a lead and primary point of contact for the offshore conversion team.

• Assist in training and mentoring ISR I employees, including employees based overseas.

Work Location and Schedule

This is a hybrid role based in Richardson, Texas, with two days in the office each week. Standard hours are 8:00 a.m. to 5:00 p.m. Some flexibility to work later may be helpful, but it is not required.

• 36 or more months of combined experience as an Implementation Services Representative I, II, or III.

• Meet department quality goals for two successive quarters prior to promotion.

• Strong organizational and time-management skills, including the ability to handle multiple projects within a limited time frame.

• Results-oriented mindset and ability to work in a fast-paced environment.

• Ability to communicate with executive-level clients about project deliverables.

• Excellent verbal and written English communication skills.

• Ability to communicate and explain complex processes and concepts to international staff.

• Proven ability to provide solid customer service.

• Ability to manage deadlines and deliverables. Some flexibility to work later may be helpful, but is not required.

• Bachelor’s degree in business, technology, or a related field is a plus.

• Familiarity with RealPage products, SharePoint, and Salesforce is a plus.

• Previous property management experience is a plus.