Central Renewal & Leasing Specialist - Hybrid

Reside Living•Chicago, IL

6d•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. The role is part of the central operations team and focuses on revenue growth, resident renewals, and improving customer experience. The position is hybrid, with work from home at least three days per week and work from the central office otherwise. The position reports to the Vice President of Yield Optimization. Resident renewals make up approximately 95% of the work. The specialist serves as the single point of contact for renewal conversations, communicates with residents by phone, email, and text, explains renewal increases using property and neighborhood trends, and follows the communication schedule to ensure residents provide the required 30-day notice before vacating. The specialist also coordinates with Property Managers, negotiates renewal rates in rare circumstances, prepares and sends renewal leases, follows up until agreements are signed, and records Notices to Vacate in Yardi. The specialist contributes to improving renewal and lead-management processes, including participating in weekly meetings to discuss efficient ways to provide exceptional customer experiences. Other responsibilities, approximately 5% of the work, may include responding to inbound leads, answering prospect calls, sharing information about properties and neighborhoods, entering caller information into the operating system, and scheduling in-person, self-guided, or virtual tours. Reside Living describes itself as a growing Chicago property management company with a portfolio of approximately 3,000 apartments. The company emphasizes customer experience, environmentally responsible living, diversity, and inclusion. Hourly pay is $30.00. The company 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 using technology tools.
Microsoft Excel and Word experience.
Customer service and communication skills to handle resident renewal and prospect inquiries.
Ability to navigate software screens and enter information into the operating system.

Nice To Haves

Experience changing multifamily processes and procedures.
Yardi experience.
LRO yield management experience.
Willingness to train the right person.

Responsibilities

Serve as the single point of contact for resident renewal conversations.
Communicate with residents by phone, email, and text during the renewal process.
Explain renewal rent increases using property and neighborhood trends and relevant market context.
Follow the resident communication schedule to ensure required 30-day notices are provided before move-out.
Coordinate with Property Managers to share property-level information that may help retain residents.
Review market rent against quoted renewal rent and negotiate rates in rare circumstances.
Prepare, generate, and send renewal leases after residents accept offers.
Understand property-specific lease requirements and ensure renewal leases are complete and accurate.
Follow up with residents until they sign renewal agreements.
Gather Notice to Vacate information and enter it into Yardi.
Participate in weekly discussions and provide feedback to improve renewal and lead-management processes and customer experience.
Review inbound lead requests and respond in a timely, customer-centric manner.
Communicate property amenities, apartment features, neighborhood information, pricing, and availability to prospects.
Answer inbound prospect calls, identify customer needs, and recommend suitable apartment options.
Use the operating system to enter caller information and schedule in-person, self-guided, or virtual tours.