About the role
Position: Central Renewal and Leasing Specialist
Reports To: Vice President Yield Optimization
Work Location: Hybrid between work from home and Central Office, WFH 3+ days/week
Who We Are
Reside Living is a growing Chicago property management company that offers its employees an open environment, opportunities for fun, and room to grow. Our portfolio is approximately 3,000 apartments strong and expanding.
We want our residents to love where they live, so our apartments are fresh, modern, redesigned spaces with open layouts. We're also committed to environmentally responsible living; we leverage green solutions and technology to achieve this goal.
We believe in delivering an exceptional customer experience throughout Chicago's best neighborhoods, and we work hard to over deliver on this goal. Our organization is committed to diversity and inclusion, where everyone can thrive.
What We Offer
- We offer; medical, dental, life, short- and long-term disability insurance, paid time off, 401K matching, and commuter benefit
- 25% per month apartment discount after 90 days.
- Industry-leading Student Loan assistance of $100 per month
- Hourly pay of $30.00
- Willing to train the right person
- 2 days consecutive days off
- 13 days PTO to start and increases after the first year
- Paid Holidays
What You Will Do
You will be a key member of Reside Living’s central operations team, providing renewal and lead management support across the portfolio to achieve maximum revenue growth. Must strive to create best-in-class processes and give Newcastle’s leadership team feedback to improve the customer experience.
Resident Renewals (approximately 95% of the time)
Single Point of Contact for Renewal Conversations
- Outbound and inbound communications (phone calls, emails, texts) with residents during the renewal process.
- Understanding property and neighborhood trends explain renewal rent increases and discuss the necessary logic changes.
- Follow the communication schedule with residents to ensure they provide the required 30-day notice before vacating.
- Communicate with the Property Managers regarding any information at the property site level to help renew more residents.
Negotiating Renewal Rates When Applicable
- Reviewing today’s market rent to the renewal quoted rent, prepare to negotiate renewal rates in rare circumstances.
- Understanding best rent negotiation approach and closing renewals effectively.
Complete the Renewal Lease
- When resident accepts the renewal offer, generate and send the lease to residents
- Understand nuances for each property to develop a complete and accurate renewal lease
- Follow up with Residents that have not signed the renewal agreement until they complete the transaction
Process the Notice to Vacate
- For residents who decide to move out, gather the Notice to Vacate information and input it into the operating system (Yardi).
Provide Feedback to Build Best-In-Class Renewing and Lead Management Process
- Weekly meeting to discuss better ways to deliver exceptional customer experiences in the most efficient and effective way.
Other Responsibilities May Include (approximately 5% of the time)
Initial Response to Leads
- A systematic review of Inbound Lead Queue, responding to inbound requests for property information in a customer-centric and timely manner.
- Communicate property amenity features, apartment features, neighborhood descriptions, pricing, and availability positively and clearly.
Answer Inbound Lead Calls
- Provide exceptional customer service answering inbound prospect lead calls to connect with the caller, identify needs and provide apartment options that work with each customer.
- Knowledge of our properties and direct competitors to identify the best apartments for leads.
- Ability to move through software screens quickly, and input caller information into the operating system.
- Sales attitude and background to help callers find the perfect home for them.
Schedule Appointments for Prospects
- Convince qualified callers to tour our communities and schedule tours (in person, self-guided, or virtual) within our Yardi operating system.
Requirements
- Minimum of 3 years of experience in multifamily property management operations
- Minimum of 1 year managing the multifamily resident renewal process for 250+ units
- Preferred experience with changing multifamily processes and procedures
- Ability to understand renewal and leasing information
- Experience with technology tools; Yardi experience preferred, LRO Yield management experience preferred
- Microsoft Office Excel and Word experience required
Reside Living is committed to conducting all employment practices for employees at all levels without regard to race, creed, genetic characteristics, gender, color, religion, sex, national origin or ancestry, age, mental or physical disability, marital status, sexual orientation, veteran/military status, gender identity/status, pregnancy, childbirth or related medical conditions, or any other characteristic protected by applicable state, federal or local laws, except where a bona fide occupational requirement exists.
Reside Living is an E-Verify employer. E-Verify is an Internet-based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that allows participating employers to electronically verify the employment eligibility of their newly hired employees in the United States.