Centralized Ops Specialist

UDR Careers•Highlands Ranch, CO

2d•$25•Onsite

About The Position

UDR, Inc. is now hiring Centralized Ops Specialists to join our team at our corporate office in Highlands Ranch. Timeframe: March - September, with duration lasting 3-6 months GENERAL SUMMARY OF DUTIES: Responsible to successfully partner with onsite community management for cross collaboration to ensure future and current residents have a positive touring/leasing, approval and lease signing, and renewal experience. Adheres to a high standard of Sales, Renewals, Self-Guided Touring, Application/Lease, Compliance best practices as outline by Management.

Requirements

Associate Degree or equivalent combination of education and experience required.
Minimum of two years’ sales/direct customer service experience required.
Customer relationship development experience is required.

Nice To Haves

Office administration experience preferred.
Property management/leasing experience preferred.

Responsibilities

Complete outbound new lead follow-up to prospective renters via text, email, and phone. Heavy focus on engaging prospects in leasing conversations at assigned UDR communities. Follow lead management best practices at all supported communities.
Inform prospects about the apartment communities’ selling features and match prospective renters to apartment homes that meet their specifications. Must be capable of overcoming objections, cross selling, and upselling floor plans and/or communities whenever possible. Relay property specific information through resources provided.
Set appointments for prospects to tour communities based on apartment availability.
Work successfully in an autonomous capacity adhering to strict weekly/monthly sales metrics.
Balance a high volume of new lead outreach alongside ongoing conversations with new/existing prospects.
Effectively work within a Customer Relationship Management (CRM) System to document all prospect interactions, create/utilize prospect journeys and schedule future follow ups.
Ensure follow through on engaged prospects until considered “disengaged.” Manage time efficiently responding to newly responsive leads or to existing leads as they respond to automated outreach. Change prospect status accordingly.
Utilize online leasing to secure applications from prospects via the website. Assist in screening, troubleshooting, and conduct hand off to Centralized Application and Lease team once application fully submitted.
Complete outbound follow-up to residents in pending stages of lease renewals via phone, email, and text. Heavy focus on customer service; including residents that are on notice to vacate, have lease renewal requests/questions, or necessitate service from the UDR Corporate Office.
Discuss lease renewal terms and rates with residents, selling the benefits of renewing a lease over moving out. Must be capable of overcoming objections and discussing the impact of current market conditions on renewal rates. Manage the flow and promotion of early-bird renewal offers and pricing resets. Create a sense of urgency.
Bring rate negotiations, unit upgrade requests, and/or lease term length negotiation requests to Pricing or Regional Management for guidance on next steps. Enter service tickets in OneSite for maintenance requests.
Reset expired offers or adjust renewal offer amount based on approved rate or lease term negotiations.
Audit rentable and non-rentable items to ensure accurate renewal pricing. Ensure valid renters’ insurance is on file for each resident upon renewal or opt the resident into the company provided insurance.
Manage and maintain an Excel renewal tracking spreadsheet/file and Sugar CRM, including formatting, and filtering daily, to track pending renewals/NTV’s. Update and maintain resident records in the property management system with attention to detail in documenting brief, but specific notes on every follow-up completed.
Effectively communicate with prospects while they are on tour. Utilize the available tools such as SmartRent and properties maps to address navigational or lock issues.
Ensure follow through on all residents until they have signed their renewal or given notice and moved out. Manage time efficiently with meticulous attention to timely customer service.
Perform other duties as assigned or as necessary.
Administer full cycle application review, approval/denial, income verification (if applicable) lease generation and collection of the applications within a designated region or area. Verify application qualifications. Ensure accuracy of lease information and collect signatures within required timeline.
Verification of Government issued photo IDs, parking/vehicles, pets, and other rentable items prior to generating the lease.
Adjust resident ledgers, apply concessions in accordance with applicable specials, and collaborate with Business Managers to ensure ledger adjustment accuracy.
Notify the future resident of receipt/approval of the application, prepare resident move-in paperwork, ensure the new resident signs all necessary paperwork (leases, addenda, notices, etc.) and pays applicable deposits. Communicate and verify compliance with mandatory renters’ insurance as per company policy (if applicable) and Rhino before move in.
Adhere to UDR legal and audit requirements, federal, state, and local fair housing regulations regarding the application process, lease creation, collection of all resident documents and unit vacant days.
Thoroughly complete and enter application information into CRM. Maintain meticulous notes in CRM, Onesite, email and .
Verification of denials – making sure the denial reason is correct, making sure application and lease specialist have made all outreaches.
Preform initial outreaches for the application department, making sure to request proof of income, ID, and proof of receipts.
Administer full cycle application review, approval/denial, and income of the applications within a designated region or area. Verify application qualifications. Ensure accuracy of application files within required timeframes.