Leasing and Resident Relations Specialist

Tricon Residential•Menifee, CA

17h•Hybrid

About The Position

The Single-Family Rental Community (SFRC) Leasing and Resident Relations Specialist is a sales and customer service-focused role which reports to the Regional Community Manager, or Community Manager, where applicable. This is a team support position which will consistently uphold our commitment to provide exceptional communities that invite, inspire, and feel like home for our residents. This role will drive the success by ensuring that both the community and team exceed the service standards that we live by. This position will support our SoCal Communities in the Menifee, Winchester, Wildomar, and Corona area. Active CA Real Estate License required or the ability to obtain within 6 months of hire (company paid). No exceptions. Hours: 9am-6pm 5 days a week. Weekends required, days off to be discussed.

Requirements

Active CA Real Estate License required or the ability to obtain within 6 months of hire (company paid). No exceptions
Passionate about providing an exceptional customer experience
Strong sales experience required.
Sense of urgency to close leases with the ability to commute to multiple locations within the market.
Ability to work a flexible schedule, including all weekends.
Comfort in learning new software platforms and utilization of technology
Attention to detail
Ability to manage MLS listing for the SFRCs in the market.
Bachelor's degree in a relevant field
Two years of customer service experience is preferred.
Excellent communicator, both verbal and written.
Bi-lingual is a plus.
Must be able to work weekends. Days off to be discussed
Professional appearance and demeanor.
Multi-tasking and organizational skills – demonstrated ability to perform multifaceted projects in conjunction with daily activities.
Good reasoning abilities and sound judgement.
Reliable transportation resource and ability to travel to multiple sites in the market with valid insurance and driver's license.

Nice To Haves

Two years of customer service experience is preferred.
Bi-lingual is a plus.

Responsibilities

Ability to work collaboratively with and support the SFRC team, Centralized Sales Hub, and cross departmentally when required.
Ability to sell the value of the SFRC and identify the client needs by performing all leasing activities, conducting property tours, remotely assisting with virtual/self-tours, and ensuring all leads are followed up with (and closed) in a timely manner.
Excellent performance in follow up and professional communication to prospects, residents, competitors, builder partners, team members, and vendors.
Ability to be flexible and able to travel to multiple market SFRCs to aid in or perform tours and unit/property inspections upon request.
Keen awareness of the business goals (i.e. monthly leasing goals, occupancy goals, resident satisfaction scores/reviews), and confidence and experience to contribute valuable ideas to increase velocity as needed.
Ability to successfully strategize and execute on outreach marketing opportunities on a minimum monthly basis by working with local businesses, brokers, realtors, multifamily locators, and any other creative or relevant resources in the local market to drive referrals to the community.
Ability to consistently perform documented (daily) community and tour path walks/audits, ensuring that the community is show-clean, safe, and functional, and confirming that all vacant homes are show-ready by completing sparkle cleans, adding flyers/media for presentation, and ensuring work is completed.
Ability to take lead as the subject matter expert for the community’s sub-market, keeping in tune with competitive communities, prospect profiles, and surrounding employment base.
Effectively complete monthly SFRC Market Surveys and other various reporting
Establish a strong partnership with the Marketing Team to help build brand awareness by offering solutions and providing feedback, stories, photos, etc.
Ability to enhance social media posts, grow qualified leads, encourage resident and broker referrals, and increase a culture of resident engagement.
Ability to analyze and report key performance factors for the community to SFRC Leadership on items such as consistent prospect feedback, new competition offerings and features, safety concerns, and any opportunities for increased success at the SFRC.
Anticipate and resolve all resident issues and concerns while maintaining empathy and a win-win mindset.
Possess active listening skills and seek to understand root causes of resident, community, and team issues.
Must be solutions minded, and willing to work alongside others to create positive outcomes for all involved.
Proactively report HOA or community violations to the manager.
Work collaboratively with collections team members to support resident collection outreach and post any necessary notices upon request.
Must be a culture champion among the team as well as in the community, representing Tricon’s Guiding Principles and Purpose Statement at all times.
Possess strong customer service skills and mindset – demonstrating a passion for resident satisfaction.
Must be willing to go above and beyond to ensure residents feel valued, heard, and have their issues resolved in a timely manner.
Solicit positive online reviews, share resident stories and wins, and ensure that the leasing, application, move in, and retention experiences are first in class.
Audit all move ins to ensure they are in accordance with the Move In Checklist.
Proactively send renewal offer letters, ensure leases are executed, and proactively communicate with residents regarding their renewal options.
Execute monthly resident warm calls as assigned by the SFRC managers.
Possess superior organization and timely documentation practices
Thoroughly inspect the SFRC community daily to identify any potential concerns ranging from construction issues, resident violations, landscape, and common area conditions
Assist the SFRC managers with the weekly Community Manager Report by providing insight and/or updates on maintenance, residents, prospects, major employers, and new construction in the submarket.
Cultivate a positive community environment, inclusive of but not limited to the planning and execution of resident events.
Uphold a sense of pride in the SFRC product, ensuring that the community reflects the expectations of Tricon Residential standards.
Seek opportunities to enhance resident and community engagement and maintain a mindset of professional and operational growth.
Must be skilled in problem solving, with the ability to vocalize and enforce creative solutions when necessary for the benefit of the community, residents, or team members.