Centralized Resident Relations Specialist

Duties And Responsibilities

• Proactively manage and track lease expirations and upcoming renewals across assigned communities.
• Prepare and send timely renewal offers to residents based on pre-approved guidelines from Regional leadership.
• Pricing factors include: market data, rent guidelines, and occupancy goals.
• Market Survey completion at a minimum of monthly and as requested by leadership.
• Aid in managing CRM inquiries, knowledge, resident communications, and timely replies.
• Create, design, and generate communication and assist in coordinating and executing resident events.
• Manage and identify Preferred Employer Programs, Resident Referral Programs where applicable.
• Respond to resident inquiries regarding renewal terms, rent increases, and lease changes.
• Collaborate with on-site teams to ensure lease renewal goals are met and assist with retention strategies.
• Document and update lease renewal status in property management systems and trackers.
• Analyze renewal trends and provide feedback, be prepared to discuss market conditions and recommendations to remain competitive.
• Ensure compliance with fair housing regulations and best practice leasing policies.
• Escalate resident concerns to appropriate leaders and departments as needed.
• Meet or exceed KPIs such as renewal conversion rates, response times, and resident satisfaction.
• Regular cadence of daily, weekly, monthly correspondence with on-site teams on progress of goals.
• Identification of Critical Needs in underperforming assets

Skill Requirements

• To be responsible for serving the company where needed.
• This position will contribute to Operations, Training, People and Culture, Compliance, Asset Management, Facilities Maintenance, and Marketing Departments - ensuring operations are efficient, effective, and successful.
• To analyze the operational performance of assets via scorecard, departmental reporting, and software analytics with research, then communication of findings to leadership and thoughtful consideration to action plans.
• Standardized reporting on GO operational metrics status.
• Where necessary, travel to newly acquired and/or underperforming assets to mentor and/or identify breakdowns in GO operational standards, including communication of results.
• Absorb and implement process improvements and workflow enhancements.
• Manage deliverables through software such as Monday.com and Sharepoint.
• Analyze operational performance metrics and propose strategies for improvement.
• Any other special projects requested by the Home Office.
• Experience in a centralized renewal role or experience in accomplished remote Activate Team renewal management assignments.
• Knowledge of market rent analysis and pricing strategy.
• Skilled in analyzing situations and reporting to identify operational deficiencies and offering possible solutions.

Position Requirements

• To be responsible for serving the company where needed.
• This position will contribute to Operations, Training, People and Culture, Compliance, Asset Management, Facilities Maintenance, and Marketing Departments - ensuring operations are efficient, effective, and successful.
• To analyze the operational performance of assets via scorecard, departmental reporting, and software analytics with research, then communication of findings to leadership and thoughtful consideration to action plans.
• Standardized reporting on GO operational metrics status.
• Where necessary, travel to newly acquired and/or underperforming assets to mentor and/or identify breakdowns in GO operational standards, including communication of results.
• Absorb and implement process improvements and workflow enhancements.
• Manage deliverables through software such as Monday.com and Sharepoint.
• Analyze operational performance metrics and propose strategies for improvement.
• Any other special projects requested by the Home Office.
• Experience in a centralized renewal role or experience in accomplished remote Activate Team renewal management assignments.
• Knowledge of market rent analysis and pricing strategy.
• Skilled in analyzing situations and reporting to identify operational deficiencies and offering possible solutions.