Resident Retention Specialist

Essex Property Trust•Irvine, CA

1d•$25 - $29•Onsite

About The Position

The Resident Retention Specialist is an integral member of the Sales Team and a primary point of contact for residents eligible to renew their lease. The role supports the full lease renewal process, with accountability for meeting or exceeding renewal goals, sending new leases accurately and on time, handling escalations, and delivering exceptional service to residents and colleagues. The internal title is Renewal Consultant, and the position reports to the Associate Renewal Manager. This is an onsite role at the Irvine sales hub, scheduled five days per week from 9:00 AM to 6:00 PM. The role's days off are Thursday and Friday, and the workweek includes Saturday and Sunday. The position does not require travel and is not eligible for remote or hybrid work. The work is conducted primarily in an office to support in-person collaboration, team huddles, and meetings. The specialist communicates renewal processes and annual rate increases to residents, negotiates as needed, and addresses concerns to support resident retention. They work with internal partners to improve Net Promoter Score and survey ratings, adapt to a changing, fast-paced environment, and maintain knowledge of Funnel and Yardi processes. The role requires discretion with confidential information and compliance with company standards, applicable policies, and laws. New hires generally start at $24.50–$29.09 per hour. The final offer depends on factors including skills, relevant experience, internal equity, and business and organizational needs. Full-time regular associates are offered competitive salaries, career-growth opportunities, and benefits. Most positions are eligible for a 20% housing discount.

Requirements

High school diploma or equivalent.
Ability to comprehend and interpret instructions and short correspondence, ask clarifying questions, and write routine reports and correspondence.
Ability to respond to common inquiries or complaints from clients, coworkers, and supervisors.
Ability to motivate and negotiate effectively with key employees and client groups.
Ability to understand and carry out general instructions, solve problems in standard situations, and apply basic analytical skills.
Ability to provide efficient, timely, reliable, and courteous customer service.
Ability to make decisions based on a general understanding of procedures and company policies and achieve set results and deadlines.
Ability to work onsite in an office and use standard office equipment, including computers, phones, and printers.
Ability to work a five-day schedule that includes Saturday and Sunday, with days off during the week.
Ability to thrive in a fast-paced, dynamic, and evolving work environment.

Nice To Haves

College degree preferred.
2–3 years of experience in property management, a call center, and/or a sales environment preferred.
Proficiency with the Microsoft suite and familiarity with CRM systems and practices.

Responsibilities

Support the full lease renewal process from beginning to end in a centralized sales hub.
Meet or exceed renewal goals and strive to improve as targets evolve.
Send new leases accurately and in a timely manner.
Provide superior customer service to internal and external customers, handle escalations, and support a seamless experience.
Work with internal partners to improve Net Promoter Score and customer survey ratings related to the renewal process.
Communicate the renewal process to residents approaching the end of their lease and negotiate as needed.
Discuss annual rate increases with residents and resolve questions or concerns to maximize resident retention.
Maintain in-depth knowledge of Funnel and Yardi systems processes in accordance with company standards.
Protect confidential resident, property, and company information.
Comply with company standards, the Human Resources Policy Manual, E-Way, and applicable laws, including Fair Housing, Landlord Tenant, Local Building Codes, OSHA, and EEOC requirements.
Perform other duties as assigned or necessary.