Senior Centralized Support Floater

Udr • Highlands Ranch, CO

217d • $26 - $28 • Remote

About The Position

UDR, Inc. is now hiring a Senior Centralized Support Floater to join our team at our corporate office in Highlands Ranch. Responsible for providing expert customer support and assistance to prospective renters, applicants, residents, and Centralized associates based on market demands and coverage needs. Manage ancillary centralized support functions in addition to providing coverage support to Centralized teams. Accountable for resolving customer and associate friction points along the customer journey. Demonstrates strong communication skills and professionalism in all arenas.

Requirements

• Bachelor's Degree or equivalent combination of education and experience required.
• Minimum two years experience in direct customer facing support role required.
• Customer relationship development experience is required.
• Minimum two years of experience in Property Management is preferred.
• Minimum two years office administration experience preferred.
• Minimum two years in sales or other related business management experience is preferred.
• Proficiency with RealPage, Power BI and Microsoft Suite.
• Must have and maintain a valid driver's license unless otherwise noted.

Nice To Haves

• Demonstrated knowledge and familiarity with the community and rental property operations.
• Proven exceptional communication skills, both written and verbal.
• Polished interpersonal skills.
• Ability to work in an autonomous, self-directed environment.
• Demonstrated proficiency in the use of the internet and internet searches.
• Proven track record of using Customer Relationship Management systems is preferred.

Responsibilities

• Ensure essential centralized functions are managed while supporting coverage for Centralized Sales, Centralized Application and Leasing, and Centralized Renewals.
• Monitor prospect, applicant, and renewal volume, identifying capacity concerns in individual markets or roles.
• Troubleshoot, diagnose, and report technical issues as they arise.
• Resolve prospect, applicant, and resident inquiries, complaints, or requests in a timely and professional manner.
• Conduct comprehensive training and onboarding of new team members through individualized shadowing sessions.
• Cross-collaborate with other teams or departments to resolve complex or escalated prospect, applicant, and resident issues.
• Assist with leasing by partnering with Centralized Sales Specialists and Self Guided Tour Sales Specialists.
• Provide sales support by scheduling appointments and calling prospects at communities with low engagement rates.
• Provide prioritized support for same day and next day move-ins by delivering comprehensive application assistance.
• Utilize reporting tools available to identify missing or delayed applicants and proactively prevent cancellations.
• Complete renewal and notice to vacate initial offer outreach and subsequent follow-up on assigned residents.
• Collaborate with pricing to audit and adjust renewal terms with a focus on driving resident retention.
• Monitor and actively engage with month-to-month residents to improve retention and successfully convert to lease renewals.
• Partner closely with on-site property teams and regional management to improve occupancy.
• Adhere to UDR legal and audit requirements, federal, state and local fair housing regulations.
• Research and prepare reports, memos, letters, and other documents using word processing, spreadsheet, database, or presentation software.
• Monitor and analyze NPS to aid in process, strategy, and other directional goals.
• Provide exemplary customer service to both prospective renters applicants, and residents.
• Identify and suggest improvements to processes or systems to enhance customer satisfaction and efficiency.
• Perform other duties as assigned or as necessary.

Benefits

• Medical, Dental, Vision Plans
• Medical Flexible Spending Account
• Dependent Care Spending Account
• Lifestyle Spending Account
• Supplemental Term Life Insurance
• Critical Illness Plan
• Supplemental Short-Term Disability Insurance / AD&D Insurance
• Voluntary Long Term Care Insurance
• 401(k) Plan with company match

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Real Estate
• Education Level: Bachelor's degree