How SH Management Added Remote Resident and Leasing Support

The Challenge

SH Management’s affordable housing site managers were handling inbound calls alongside rent collection, lease renewals, recertifications, and resident management. Frequent interruptions left less time for those on-site responsibilities. The team reported missed calls, delayed responses, and resident complaints. Previous experiences with virtual assistant services and AI call center tools had not met its needs. Leadership wanted people who could follow property-specific procedures, exercise judgment, and communicate reliably with residents and colleagues.

The Solution

Revaya introduced screened candidates with experience in leasing, marketing, and customer service. SH Management interviewed the candidates and added three professionals: an administrative assistant, a leasing and marketing support specialist, and a dedicated call center professional. The roles were built around SH Management’s property protocols, resident communication procedures, and internal workflows. The remote team handled its assigned tasks, documented follow-up, and flagged issues for the appropriate people. This gave on-site staff additional support for routine communications and administration. SH Management remained responsible for its policies, training on property-specific requirements, and decisions requiring local management review.

"Our offshore hires carry out our processes expertly and consistently. From what used to be chaos, we now have clear documentation, faster turnaround, and our managers are free to focus on residents instead of being interrupted by phone calls and emails."

The Results

SH Management reported clearer documentation and faster turnaround after adding the remote team. Calls were answered live or returned promptly, and follow-ups became easier to track. The client also described fewer complaints reaching its resident relations inbox. With remote colleagues handling more calls and emails, on-site managers had more focused time for leasing, renewals, rent collection, and residents. The experience changed leadership’s view of remote hiring. After seeing how the professionals worked within its processes, SH Management asked Revaya about candidates for future openings.

SH Management needed dependable resident communication and administrative support that followed its own processes. Its experience highlights the importance of matching people to specific roles and setting clear expectations for documentation, follow-up, and escalation. If calls and administrative work are taking your site managers away from residents, talk with Revaya about remote resident services, leasing support, or administrative roles for your property management team.