Leasing and Resident Relations Specialist

Tricon is an owner, operator and developer of single-family rental homes in the U.S. and multi-family apartments in Canada. Our commitment to enriching the lives of our employees, residents and local communities underpins Tricon’s culture and business philosophy. We provide high-quality rental housing options for families across the United States and Canada through our technology-enabled operating platform and dedicated on-the-ground operating teams. Our development programs are also delivering thousands of new rental homes and apartments as part of our commitment to help solve the housing supply shortage.

About the role

The Single-Family Rental Community (SFRC) Leasing and Resident Relations Specialist is a sales and customer service-focused role which reports to the Regional Community Manager, or Community Manager, where applicable. This is a team support position which will consistently uphold our commitment to provide exceptional communities that invite, inspire, and feel like home for our residents. This role will drive the success by ensuring that both the community and team exceed the service standards that we live by.

Responsibilities

• Leasing/Marketing
  • Work collaboratively with and support the SFRC team, Centralized Sales Hub, and cross-departmentally when required.
  • Sell the value of the SFRC and identify client needs by performing all leasing activities, conducting property tours, remotely assisting with virtual/self-tours, and ensuring all leads are followed up with (and closed) in a timely manner.
  • Exhibit excellent performance in follow-up and professional communication to prospects, residents, competitors, builder partners, team members, and vendors.
  • Be flexible and able to travel to multiple market SFRCs to aid in or perform tours and unit/property inspections upon request.
  • Maintain keen awareness of business goals (e.g., monthly leasing goals, occupancy goals, resident satisfaction scores/reviews) and contribute valuable ideas to increase velocity as needed.
  • Strategize and execute outreach marketing opportunities on a minimum monthly basis by working with local businesses, brokers, realtors, multifamily locators, and other creative or relevant resources in the local market to drive referrals.
  • Consistently perform documented (daily) community and tour path walks/audits, ensuring the community is show-clean, safe, and functional, and confirming all vacant homes are show-ready by completing sparkle cleans, adding flyers/media for presentation, and ensuring work is completed.
  • Take lead as the subject matter expert for the community’s sub-market, staying informed about competitive communities, prospect profiles, and the surrounding employment base.
  • Effectively complete monthly SFRC Market Surveys and other various reporting.
  • Establish a strong partnership with the Marketing Team to help build brand awareness by offering solutions and providing feedback, stories, photos, etc.
  • Enhance social media posts, grow qualified leads, encourage resident and broker referrals, and increase a culture of resident engagement.
  • Analyze and report key performance factors for the community to SFRC Leadership on items such as consistent prospect feedback, new competition offerings and features, safety concerns, and opportunities for increased success at the SFRC.
• Resident Management
  • Anticipate and resolve all resident issues and concerns while maintaining empathy and a win-win mindset.
  • Possess active listening skills and seek to understand root causes of resident, community, and team issues; be solutions-minded and willing to work alongside others to create positive outcomes.
  • Proactively report HOA or community violations to the manager.
  • Work collaboratively with collections team members to support resident collection outreach and post any necessary notices upon request.
  • Act as a culture champion among the team and in the community, representing Tricon’s Guiding Principles and Purpose Statement at all times.
  • Demonstrate strong customer service skills and a passion for resident satisfaction; go above and beyond to ensure residents feel valued, heard, and have their issues resolved in a timely manner.
  • Solicit positive online reviews, share resident stories and wins, and ensure the leasing, application, move-in, and retention experiences are first-class.
  • Audit all move-ins to ensure they are in accordance with the Move-In Checklist.
  • Proactively send renewal offer letters, ensure leases are executed, and communicate with residents regarding their renewal options.
  • Execute monthly resident warm calls as assigned by the SFRC managers.
• Community Management
  • Possess superior organization and timely documentation practices.
  • Thoroughly inspect the SFRC community daily to identify any potential concerns ranging from construction issues, resident violations, landscape, and common area conditions.
  • Assist the SFRC managers with the weekly Community Manager Report by providing insight and/or updates on maintenance, residents, prospects, major employers, and new construction in the submarket.
  • Cultivate a positive community environment, including planning and executing resident events.
  • Uphold a sense of pride in the SFRC product, ensuring the community reflects Tricon Residential standards.
  • Seek opportunities to enhance resident and community engagement and maintain a mindset of professional and operational growth.
  • Be skilled in problem-solving, with the ability to vocalize and enforce creative solutions when necessary for the benefit of the community, residents, or team members.

Requirements

• Passionate about providing an exceptional customer experience.
• Strong sales experience required.
• Sense of urgency to close leases with the ability to commute to multiple locations within the market.
• Ability to work a flexible schedule, including all weekends.
• Comfort in learning new software platforms and utilizing technology.
• Willingness to complete company-paid professional education, including but not limited to a Real Estate License (must be completed within 6 months of hire date).
• Attention to detail.
• Ability to manage MLS listings for the SFRCs in the market.

Qualifications

• Bachelor's degree in a relevant field.
• Two years of customer service experience is preferred.
• Excellent verbal and written communication skills.
• Bilingual is a plus.
• Available to work weekends.
• Professional appearance and demeanor.
• Multi-tasking and organizational skills – demonstrated ability to perform multifaceted projects in conjunction with daily activities.
• Good reasoning abilities and sound judgment.
• Reliable transportation and ability to travel to multiple sites in the market with valid insurance and driver's license.

Physical Demands

• Frequently required to sit; talk; and hear.
• Occasionally required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; and stoop, kneel, or crouch.
• Occasionally lift and/or move up to 25 pounds.
• Vision abilities required include close vision, distance vision, and depth perception.

Pay

Placement within this compensation range will be determined by the candidate's knowledge, experience, and skills.

$52,080.00 - $78,120.00

About Tricon

At Tricon, we are committed to creating a workplace where every individual is valued for their unique contributions, experiences, voices, and backgrounds. By embracing these principles, we aim to positively impact our business and the communities we serve, creating a lasting legacy where everyone can thrive.