Resident Retention Specialist

Overview

Manage lease renewals, exceed retention goals, and provide top-tier resident service.

Key Responsibilities

• lease renewal
• customer service
• confidential info
• rate negotiation
• funnel/yardi
• nps improvement

Tasks

-Assist in a centralized sales hub by supporting the entire lease renewal process from beginning to end. Meet or exceed renewal goals while consistently striving to improve as targets evolve. -Provide superior customer service to internal and external customers to ensure a seamless experience. -Exercise discretion as it relates to confidential resident, property, and company information. -Discuss annual rate increases with residents and resolve any questions or concerns to maximize resident retention. -Maintain in-depth knowledge of Funnel and Yardi systems process per company standards. -Work closely with internal partners to ensure an increase in Net Promoter Score (NPS) and customer survey ratings as it pertains to the renewal process. -Communicate the renewal process to residents approaching the end of their lease and negotiate as needed.

Requirements

• microsoft
• crm
• property management
• 2-3 years
• college degree
• fast-paced

What You Bring

-Ability to provide efficient, timely, reliable and courteous service to customers. -Requires the ability to sit or stand for extended periods. Minimal physical effort in the day-to-day tasks. -This role demands availability for five days each week, with the potential for including weekends in the schedule as necessary. -Adapt to change quickly in a fast paced and evolving environment. -Open to experience in the loan or banking industry -Work is primarily conducted in an office setting. Requires sitting at a desk or workstation for extended periods. Involves the use of standard office equipment such as computers, phones, and printers. -Compliance with company standards as defined in the Human Resources Policy Manual, E-Way, and applicable laws, e.g., Fair Housing, Landlord Tenant, Local Building Codes, OSHA, and EEOC. -2-3 years in property management, a call center, and/or sales environment preferred. Proficient understanding of the Microsoft suite, familiarity with CRM systems and practices. -High school diploma or equivalent, college degree preferred. -Thrives in a fast-paced, dynamic work environment. -This role does not require any travel; work is primarily conducted at the office. -Ability to understand and carry out general instructions in standard situations. Ability to solve problems in standard situations. Requires basic analytical skills. -Ability to comprehend and interpret instructions, short correspondence, and ask clarifying questions to ensure understanding. Ability to write routine reports and correspondence. Ability to respond to common inquiries or complaints from clients, co-workers, and/or supervisor. Ability to motivate and negotiate effectively with key employees and client groups to take desired action.

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About Essex Property Trust

-Founded in 1971 and became a NYSE-listed REIT in 1994, evolving from a small real estate company to a major player in the real estate sector. -Focuses on multifamily apartment communities, concentrating on supply-constrained West Coast markets. -Typical projects include coastal suburban and urban apartment communities, often featuring flexible leases and premium amenities. -Recognized as a leader in multifamily residential properties along the Pacific Coast.

Sector Specialisms