Self-Guided Touring Sales Specialist

UDR Careers•Highlands Ranch, CO

7d•Onsite

About The Position

UDR, Inc. is seeking a Self-Guided Touring Sales Specialist to join our team at our corporate office in Highlands Ranch. This role is responsible for business-to-consumer inbound and outbound tour follow-up for prospective renters. The specialist will adhere to high standards of Self-Guided Tour best practices, provide technical support for touring technology issues, and deliver comprehensive instruction to prospects to ensure a smooth touring experience. Additionally, the role involves relationship-building with key stakeholders in property operations.

Requirements

Bachelor’s Degree or equivalent combination of education and experience required.
Minimum of two years’ experience with demonstrated Sales experience is required.
Customer relationship development experience is required.
Must have and maintain a valid driver’s license unless otherwise noted.

Nice To Haves

On-site Property Management experience is a plus.

Responsibilities

Deliver comprehensive Self-Guided Touring (SGT) support for assigned communities, assisting with unit selection, navigation instructions, and leveraging advanced selling and closing techniques to effectively engage and convert prospects into residents.
Proactively use text and phone communication, delivering property information with clarity and professionalism. Respond promptly to inbound messages from prospective renters who tour UDR communities, providing immediate support to address any issues they encounter with the tour technology or community navigation.
Communicate with a high standard of customer service, adhering to department best practices and procedures and phone call best practices to ensure a positive customer experience.
Differentiate support strategies based on whether communities are staffed or unstaffed, adapting approach to enhance the touring experience accordingly.
Manage and document all necessary prospect interactions in Sugar CRM, ensuring an accurate customer journey that allows for a more thorough follow-up by the Centralized Sales Specialists.
Inform prospects about the communities’ selling features and match prospective renters to apartment homes that meet their specifications. Must be capable of overcoming objections, cross selling, and upselling floor plans and/or communities whenever possible.
Actively monitors individual performance metrics using Power BI to identify trends and areas of improvement.
Leverages Power BI and other reporting tools to assess market-specific needs, making data-driven adjustments to processes for optimal outcome to drive market wins.
Work successfully in an autonomous capacity adhering to strict weekly/monthly sales metrics.
Balance a high volume of lead outreach alongside ongoing conversations with new/existing prospects. Employ meticulous detail orientation.
Effectively work within a Customer Relationship Management System to document all prospect interactions, create/utilize prospect journeys and schedule future follow-ups.
Collaborate closely with on-site property teams and Centralized Sales teams to enhance the touring process.
Ensure follow through on engaged touring prospects until considered disengaged. Manage time efficiently responding to new engaged leads or to existing leads as they respond to automated outreach. Change prospect status accordingly.
Identify opportunities for upselling and cross-selling during conversations with prospects, leveraging property information and features.
Relay property specific information through resources provided.
Work closely with the on-site property teams and Centralized Sales teams to lease apartments.
Utilize online leasing to secure applications from prospects via the website. Contribute directly to the actualization of budgeted/targeted occupancy goals.
Assist in the application process adhering to Fair Housing and UDR regulations.
When presented with application questions, assist prospects through the application process, ensuring compliance with Fair Housing regulations and company policies.
Establish rapport with on-site sales associates at assigned properties across a diverse asset-quality and geographic region. Facilitate a culture of cross-collaboration between the corporate Centralized Sales team and the on-site property sales teams.
Provide exemplary customer service to both prospective renters, as well as the on-site sales teams that manage UDR apartment properties. Balance the needs of internal and external customers.
Identify strategic opportunities for department growth and innovation.
Perform other duties as assigned or as necessary.