Centralized Ops Specialist

UDR - Opening Doors to your future•Highlands Ranch, CO

2d•Onsite

About The Position

UDR, Inc. is seeking Centralized Ops Specialists to join their team at their corporate office in Highlands Ranch. This role is responsible for partnering with onsite community management to ensure a positive touring, leasing, approval, lease signing, and renewal experience for residents. The specialist will adhere to high standards of sales, renewals, self-guided touring, application/lease, and compliance best practices as outlined by Management. The position is a temporary role expected to last approximately 3 months, from July to September.

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.
Proficiency in using a Customer Relationship Management (CRM) System.
Experience with online leasing platforms.
Familiarity with property management systems (e.g., OneSite).
Experience with Microsoft Excel for tracking and reporting.
Understanding of sales, renewals, self-guided touring, application/lease, and compliance best practices.
Ability to overcome objections, cross-sell, and upsell.
Strong communication and customer service skills.
Ability to work autonomously and meet sales metrics.
Meticulous attention to detail in documenting interactions and maintaining records.
Knowledge of federal, state, and local fair housing regulations.

Nice To Haves

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

Responsibilities

Complete outbound new lead follow-up via text, email, and phone, focusing on engaging prospects in leasing conversations.
Inform prospects about community features, match them to suitable apartment homes, overcome objections, and upsell where possible.
Set appointments for prospects to tour communities.
Work autonomously to meet strict weekly/monthly sales metrics.
Balance high volume of new lead outreach with ongoing prospect conversations.
Utilize a CRM system to document interactions, create prospect journeys, and schedule follow-ups.
Ensure follow-through on engaged prospects until they are considered 'disengaged'.
Utilize online leasing to secure applications, assist in screening and troubleshooting, and hand off to the Application and Lease team.
Complete outbound follow-up to residents in pending lease renewal stages via phone, email, and text, focusing on customer service.
Discuss lease renewal terms and rates, selling renewal benefits and overcoming objections.
Bring rate negotiations, unit upgrade requests, and lease term negotiation requests to Pricing or Regional Management.
Reset expired offers or adjust renewal offer amounts based on approved negotiations.
Audit rentable and non-rentable items for accurate renewal pricing.
Manage and maintain an Excel renewal tracking spreadsheet/file and Sugar CRM.
Effectively communicate with prospects during tours, utilizing tools like SmartRent and property maps.
Ensure follow-through on all residents until renewal is signed or notice is given.
Administer full cycle application review, approval/denial, income verification, lease generation, and collection of applications.
Verify application qualifications and ensure accuracy of lease information.
Verify Government-issued photo IDs, parking/vehicles, pets, and other rentable items prior to generating the lease.
Adjust resident ledgers and apply concessions.
Notify future residents of application status, prepare move-in paperwork, and ensure all necessary documents are signed.
Communicate and verify compliance with mandatory renters’ insurance and Rhino before move-in.
Adhere to UDR legal and audit requirements, and fair housing regulations.
Thoroughly complete and enter application information into CRM, maintaining meticulous notes.
Verify denials, ensuring the denial reason is correct and all outreaches have been made.
Perform initial outreaches for the application department, requesting proof of income, ID, and receipts.