Central Renewal & Leasing Specialist - Hybrid

Reside Living•Chicago, IL

7d•Hybrid

About The Position

Reside Living is hiring a Central Renewal and Leasing Specialist to support renewal and lead management across its Chicago property portfolio of approximately 3,000 apartments. The role works on a hybrid basis between home and the Central Office, with work from home three or more days per week, and reports to the Vice President Yield Optimization. The specialist helps drive revenue growth while delivering an exceptional customer experience and providing feedback to improve renewal and lead management processes. Approximately 95% of the role focuses on resident renewals. The specialist serves as the main contact for renewal conversations, communicates with residents by phone, email, and text, explains renewal rent increases using property and neighborhood trends, and follows communication schedules to obtain required 30-day notices. The specialist also works with Property Managers, negotiates renewal rates in rare circumstances, prepares and sends renewal leases, follows up until leases are signed, and records move-out notices in Yardi. Other responsibilities, approximately 5% of the role, may include reviewing and responding to inbound leads, answering prospect calls, explaining property and neighborhood features, pricing, and availability, identifying suitable apartment options, entering caller information into the operating system, and scheduling in-person, self-guided, or virtual tours. The position also includes participating in weekly discussions to improve customer experience and operational efficiency. Reside Living is willing to train the right person.

Requirements

At least 3 years of experience in multifamily property management operations.
At least 1 year managing the multifamily resident renewal process for 250 or more units.
Ability to understand renewal and leasing information.
Experience with technology tools.
Microsoft Excel and Word experience.

Nice To Haves

Experience changing multifamily processes and procedures.
Yardi experience.
LRO Yield management experience.

Responsibilities

Serve as the single point of contact for resident renewal conversations.
Communicate with residents about renewals through phone calls, emails, and texts.
Explain renewal rent increases using property and neighborhood trends.
Follow the communication schedule to ensure residents provide the required 30-day notice before vacating.
Communicate with Property Managers about property-level information that may help retain residents.
Review market rents and quoted renewal rents and negotiate renewal rates in rare circumstances.
Generate and send renewal leases when residents accept their offers, ensuring leases reflect each property's requirements.
Follow up with residents until they sign their renewal agreements.
Collect Notice to Vacate information from residents who plan to move out and enter it into Yardi.
Participate in weekly meetings and provide feedback to improve renewal, lead management, and customer experience processes.
Review the inbound lead queue and respond to requests for property information in a timely, customer-centric manner.
Answer inbound prospect calls, identify callers' needs, explain apartment options, and provide exceptional customer service.
Communicate property amenities, apartment features, neighborhood information, pricing, and availability.
Use knowledge of Reside Living properties and direct competitors to identify suitable apartments for prospects.
Enter caller information into the operating system.
Encourage qualified prospects to tour and schedule in-person, self-guided, or virtual tours in Yardi.