Performance Specialist

Greystar Management Services•Houston, TX

About The Position

The Performance Specialist plays a key role in driving operational excellence for our regional assets by analyzing performance metrics, identifying needs, and strategizing coaching and training initiatives. This role aims to drive leasing and customer service efforts through assessing multiple avenues of data and action plans.

Responsibilities

Review Weekly Operations Reports (WOR) to assess trends and identify performance opportunities.
Develop performance agendas for site visits, focusing on leasing and customer service
Create leasing action plans with clear accountability and due dates.
Maintain and manage conversion tracking spreadsheets.
Assist in planning and executing marketing and retention events.
Schedule and coordinate performance visits, including sending calendar invites.
Evaluate lead management practices, including email response time/ etiquette and phone call quality via LM Systems.
Create coaching plans based on on-site observations to support leasing training.
Collaborate with the Sr. Manager to develop training reviews for lead management, leasing, and customer service.
Update and distribute the Broadstone Weekly Report.
Analyze shopping reports and develop action plans when performance gaps are identified.
Review and coach teams on DARs (Daily Activity Report) as needed.
Organize and participate in “Kick Off” meetings for new initiatives or properties.
Monitor Kingsley and Reputation platform scores and develop customer service action plans when targets are not met.
Shadow team members on phone, email, and in-person interactions to evaluate sales performance and create coaching plans.
Conduct on-site reviews of lead management systems and scores, offering strategies to improve performance.
Review action plans with Community Managers and gather insights on additional performance challenges.
Hold weekly meetings with the Sr. Manager to plan ahead and address any emerging challenges.
Facilitate coaching sessions through site visits, virtual meetings, and regional workshops (e.g., Leasing, ACM/CM meetings, New Hire training, Roundtables).
Participate in meetings with Regional Property Managers to discuss property-specific training needs.

Benefits

Competitive Medical, Dental, Vision, and Disability & Life insurance benefits.
Low (free basic) employee Medical costs for employee-only coverage; costs discounted after 3 and 5 years of service.
Generous Paid Time off. All new hires start with 15 days of vacation, 4 personal days, 10 sick days, and 11 paid holidays. Plus your birthday off after 1 year of service! Additional vacation accrued with tenure.
For onsite team members, onsite housing discount at Greystar-managed communities are available subject to discount and unit availability.
6-Week Paid Sabbatical after 10 years of service (and every 5 years thereafter).
401(k) with Company Match up to 6% of pay after 6 months of service.
Paid Parental Leave and lifetime Fertility Benefit reimbursement up to $10,000 (includes adoption or surrogacy).
Employee Assistance Program.
Critical Illness, Accident, Hospital Indemnity, Pet Insurance and Legal Plans.
Charitable giving program and benefits.