Renewal Specialist I (Hybrid)

AvalonBay Communities•San Antonio, TX

3d•Hybrid

About The Position

The Renewal Specialist I (RS I) is a Hybrid position that plays a crucial role in ensuring a positive, professional, and engaging experience for all residents during the renewal process. They are tasked with assisting residents throughout their personalized renewal journey, offering assistance and information to facilitate informed decisions, and contributing to the attainment of community, portfolio, and organizational renewal goals. The RS I provides support to multiple communities directly assigned to them, while also offering assistance as required to any community within the portfolio. They are tasked with managing inbound resident communication across various channels including call queues, emails, and help requests, ensuring timely responses that meet defined quality and service standards. Additionally, the RS I is responsible for tracking both active and undecided renewals and initiating outbound renewal contacts as necessary to facilitate decision-making. The RS I reports directly to the Renewal Team Manager and interacts with multiple Community Managers and on-site associates.

Requirements

High School diploma or equivalent (GED) required
At least 1 year of multifamily or related property management experience preferred
Experience in a sales position that requires negotiating preferred
Minimum Internet speed of 25MBPS (Uploads and Downloads) requirements and must be hardwired.
Wifi is not acceptable or allowed.

Nice To Haves

Skilled in sales and customer service, adept at effective negotiation, listening, and follow-through preferred.
Ability to negotiate to meet or surpass renewal revenue goals preferred

Responsibilities

Monitoring renewal acceptance and providing feedback on resident sentiment and trends.
Executing the renewal strategy outlined by the Renewal Manager for assigned communities.
Monitoring renewal performance and identifying renewal trends within assigned communities, sharing insights and findings with the Renewal Manager for analysis.
Completing resident outreach to unresolved renewal accounts to obtain a decision, including outbound calls and follow up emails.
Performing additional outreach for unresolved renewal accounts in underperforming communities as directed by the Renewal Manager, employing various approaches such as outbound calls, emails, reoffers, and collaborating with on-site personnel to engage residents and finalize decisions.
Promoting resident retention by effectively identifying customer needs and offering appropriate solutions, handling objections and conflicts professionally, and negotiating renewal rate when applicable.
Maintaining knowledge of assigned communities and competitors, including features, benefits, and pricing.
Using Power BI to review and manage renewal performance at assigned communities.
Serving as designated community expert for assigned communities, offering comprehensive responses to inquiries from fellow Renewal Support Team (RST) members.
Adhering to the Quality Expectations of the CCC Quality Assurance Program and meeting defined service levels, ensuring professionalism and timeliness in all resident communications.
Collaborating closely with team members and management to maintain high levels of customer satisfaction and resident retention.
Managing regulatory SOPs specific to each community.
Ensuring full compliance with AVB policies, as well as federal, state, and local laws, including Fair Housing regulations.
Ensuring prompt and accurate data entry into relevant information systems, maintaining compliance with company operating procedures and goals, and assisting with updating administrative reports as needed.