Centralized Resident Relations Specialist

MMS Group•Columbus, OH

5d•$0 - $25•Onsite

About The Position

We are looking for a Centralized Relations Specialist to manage the lease renewal, resident satisfaction, and resident retention process for a portfolio of multifamily communities, aiming to meet and exceed GoldOller KPI Standards. This role operates within a centralized home office environment and ensures timely, effective, and customer-focused lease renewals by coordinating with residents, on-site teams, regional management, leadership, and home office teams. The position also involves identifying critical needs in underperforming assets, assisting in developing response plans, and tracking renewal/retention programs with results-driven reporting. The goal is to ensure the overall operational and financial success of residential properties and exceed GoldOller’s Gold Standard of Service regarding resident and customer satisfaction. Additionally, this role will support the development of office teams for personal and professional growth and foster high employee satisfaction.

Requirements

Experience in a centralized renewal role or experience in accomplished remote Activate Team renewal management assignments.
Knowledge of market rent analysis and pricing strategy.
Skilled in analyzing situations and reporting to identify operational deficiencies and offering possible solutions.
Abundant work ethic, ability to work independently, sharp business acumen, and willingness to serve as a member of a team environment.
Must act professionally, exemplifying customer service to onsite teams and residents while keeping information confidential.
Must be capable and willing to learn subject matter and gain experience in areas unknown.
Knowledge of property management policies and procedures with a thorough understanding of apartment renewal procedures.
Proficient in computer skills, including Microsoft Office products, Monday.com, and SharePoint.
Possess strong multi-tasking, time management, and organizational skills.
Complete understanding of Fair Housing and knowledge of other applicable laws such as the Fair Credit Reporting Act, Americans with Disabilities Act, Landlord Tenant Law, OSHA Standards, and local and state building codes.
Communicate effectively, both verbally and in writing.
Effective use of time management and the ability to work independently.
Able to perform at high levels in a fast-paced work environment and successfully adapt to changing priorities and work demands.
Possess excellent conflict resolution skills, with the ability to address challenging or sensitive issues in a compassionate yet straightforward manner.
Able to establish and maintain effective working relationships with peers, superiors, residents, community service agencies, and the public.
Skilled in communicating with all types of people in various situations.
Ability to work independently in a fast-paced, metrics-driven environment.
Knowledge of lease terms, renewal processes, and basic fair housing laws.
Ability to lift, push, and pull up to 40 pounds.
Valid driver's license and reliable, personal automobile for local job-related travel.
Expert with OneSite - RealPage Residential Property Management Software.
Computer proficiency, including but not limited to Microsoft Word and Excel.

Nice To Haves

Knowledge of RealPage products preferred, including OneSite, AiRM, PAB, and BI.
Internal Promotion Requirement: Tenure of 1 year or more in a Leasing Manager, Resident Relations, Assistant Community Manager or Community Manager role.
Internal Promotion Requirement: GoldOller Activated proven performer.

Responsibilities

Proactively manage and track lease expirations and upcoming renewals across assigned communities.
Prepare and send timely renewal offers to residents based on pre-approved guidelines from Regional leadership, considering market data, rent guidelines, and occupancy goals.
Complete market surveys at a minimum of monthly and as requested by leadership.
Assist in managing CRM inquiries, knowledge base, resident communications, and timely replies.
Manage and identify Preferred Employer Programs and Resident Referral Programs where applicable.
Create, design, and generate communication; assist in coordinating and executing resident events.
Manage reputation to GO standards and above, including soliciting reviews, providing customer service replies to negative reviews, and managing survey opportunities.
Respond to resident inquiries regarding renewal terms, rent increases, and lease changes.
Collaborate with on-site teams to ensure lease renewal goals are met and assist with retention strategies.
Document and update lease renewal status in property management systems and trackers.
Analyze renewal trends and provide feedback, discussing market conditions and recommendations to remain competitive.
Ensure compliance with fair housing regulations and best practice leasing policies.
Escalate resident concerns to appropriate leaders and departments as needed.
Meet or exceed KPIs such as renewal conversion rates, response times, and resident satisfaction.
Maintain a regular cadence of daily, weekly, and monthly correspondence with on-site teams on progress towards goals.
Identify critical needs in underperforming assets.
Serve the company where needed, contributing to Operations, Training, People and Culture, Compliance, Asset Management, Facilities Maintenance, and Marketing Departments to ensure efficiency, effectiveness, and success.
Analyze the operational performance of assets via scorecard, departmental reporting, and software analytics, communicating findings to leadership and considering action plans.
Provide standardized reporting on GO operational metrics status.
Travel to newly acquired and/or underperforming assets to mentor and/or identify breakdowns in GO operational standards, communicating results.
Assist in the implementation of process improvements and workflow enhancements.
Manage deliverables through software such as Monday.com and SharePoint.
Analyze operational performance metrics and propose strategies for improvement.
Undertake any other special projects requested by the Home Office.