Resident Retention Specialist

High school diploma or equivalent, college degree preferred.
2+ years in property management, a call center, and/or sales environment preferred.
Proficient understanding of the Microsoft suite, familiarity with CRM systems and practices.

Assist in a centralized sales hub by supporting the entire lease renewal process from beginning to end.
Provide superior customer service to internal and external customers to ensure a seamless experience.
Adapt to change quickly in a fast paced and evolving environment.
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.
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.
Exercise discretion as it relates to confidential resident, property, and company information.
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.
Perform other duties as assigned or as necessary.

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.
Ability to understand and carry out general instructions in standard situations.
Ability to solve problems in standard situations.
Requires basic analytical skills.
Ability to provide efficient, timely, reliable and courteous service to customers.