Resident Retention Manager

Essex Property Trust•Irvine, CA

7d•Onsite

About The Position

The Renewal Team is an integral part of the Sales Team, functioning as the primary point of contact for residents eligible for lease renewals across the entire portfolio. The Resident Retention Manager leads the renewal team and is responsible for ensuring new leases are dispatched accurately and promptly, managing escalations, and delivering insightful reports to leadership. Additionally, they oversee deviation approvals, provides training and coaching to team members, and maintains a high standard of customer service for both residents and colleagues. This position reports directly to the Senior Manager of Enablement. The internal title for this role is Renewal Manager.

Requirements

High school diploma or equivalent, college degree preferred.
2-3 years of property management, call center, and/or sales experience preferred.
2-3 years of experience with leadership responsibilities and managing 5+ associates.
Proficiency in Microsoft Office suite.
Familiarity with CRM systems and practices.
Provides formal supervision to associates within single functional or operational area.
Recommends staff recruitment, selection, promotion, advancement, corrective action and termination.
Plans and monitors appropriate staffing levels and utilization of labor, including overtime.
Prepares and delivers performance appraisal for staff.
Mentors and coaches team members to further develop competencies.
Leads by example and models behaviors that are consistent with Essex's values.
Excellent written and verbal communication skills.
Strong organizational and analytical skills.
Ability to provide efficient, timely, reliable and courteous service to customers.
Ability to effectively present information.
Ability to comprehend, analyze, and interpret documents.
Ability to solve problems involving several options in situations.
Requires intermediate analytical and quantitative skills.
Decisions made with thorough understanding of procedures, company policies, and business practices to achieve general results and deadlines.
Responsible for setting work unit and/or project deadlines.

Responsibilities

Drive the entire lease renewal process, ensuring seamless execution.
Achieve or surpass renewal targets, continuously setting higher standards as goals advance.
Provide superior customer service to internal and external customers.
Adapt to change quickly in a fast paced and evolving environment.
Work closely with internal partners to ensure an increase in Net Promoter Score (NPS) and customer survey ratings as it pertains to the renewal process.
Provide weekly reporting, key insights, and proposed action plans to the Senior Manager of Enablement.
Process and approve deviations in renewal rates for residents.
Directly manage a team of 5+ renewal consultants.
Schedule and delegate workload between the renewal team to ensure work is completed accurately and timely.
Ensure quality control by auditing tasks, communication, etc.
Provide feedback, coaching, and support to the renewal team to drive achievement of established goals.
Conduct regular one-on-one meetings with renewal staff to actively foster performance, boost morale, and provide personalized support for continuous growth and improvement.
Collaborate with peers to strategize and improve processes as necessary to optimize the renewal process portfolio wide.
Maintain in-depth knowledge of Funnel and Yardi systems per company standards.
Exercise discretion as it relates to confidential resident, property, and company information.
Compliance with company standards as defined in the Human Resources Policy Manual, E-Way, and applicable laws, e.g., Fair Housing, Landlord Tenant, Local Building Codes, OSHA, and EEOC.
Perform other duties as assigned or as necessary.