Team Lead - Centralized Renewals

Udr • Highlands Ranch, CO

220d • $70,000 - $80,000

About The Position

UDR, Inc. is now hiring a Team Lead - Centralized Renewals to join our team at our corporate office in Highlands Ranch. The role involves overseeing training, coaching, and development of Centralized Renewals Specialists, contributing to the actualization of team goals and performance metrics, and providing weekly reporting to senior management. The Team Lead is accountable for building rapport with key stakeholders in property operations and is responsible for streamlining processes and implementing innovative solutions.

Requirements

• Bachelor's Degree or equivalent combination of education and experience required.
• Minimum of five years' demonstrated sales &/or customer service experience is preferred.
• Minimum of two years' supervisory management experience is preferred.
• Customer relationship development experience is required.
• Must have and maintain a valid driver's license.

Nice To Haves

• Knowledge of organizational policies and procedures.
• Ability to apply policies and procedures to solve everyday issues.
• Meticulous organizational skills.
• Excellent follow-through and nimbleness.
• Ability to balance the needs of internal and external customers.
• People-oriented with excellent communication skills.
• Proficiency in MS Office software applications.

Responsibilities

• Provide daily coaching, mentorship, training, and development to Centralized Renewal Specialists.
• Assist with the recruiting, interviewing, and hiring of new team members.
• Supervise direct reports in accordance with overall policy.
• Monitor staff performance including performance reviews and address performance problems through corrective action and dismissal.
• Approve time records and requests for time off.
• Create, monitor, and publish Centralized Renewals Team KPI's, renewals, market retention metrics, and missed opportunities on a weekly basis.
• Verify that residents with active renewal offers are effectively managed by the Centralized Renewals Specialists.
• Lead the strategic direction of the Centralized Renewals team focusing on communities struggling with occupancy and outstanding renewal TBD's.
• Complete monthly Sugar CRM and Onesite audits for assigned portfolio providing renewals sales coaching.
• On-board new properties into the Centralized Renewals program adhering to the platform roll out schedule.
• Manage the training and transition plans for new programs and initiatives.
• Establish rapport with Regional Managers, Community Directors, and other stakeholders.
• Conduct property focus calls as needed with management to discuss strategies for renewal retention.
• Lead team meetings and individual 1-on-1's to discuss changes to department best practices.
• Maintain and update the Sales and Revenue Master Tracker and other documentation.
• Partner with the Corporate IT Group to build Centralized Renewals Dashboard Reporting.
• Lead towards achievement of required weekly and monthly centralized renewal metrics.
• Provide exemplary customer service to both current residents and on-site teams.
• Identify strategic opportunities for department growth and innovation.
• Perform other duties as assigned or necessary.

Benefits

• Medical, Dental, Vision Plans
• Medical Flexible Spending Account
• Dependent Care Spending Account
• Lifestyle Spending Account
• Supplemental Term Life Insurance
• Voluntary Cancer Insurance
• 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: Manager
• Industry: Real Estate
• Education Level: Bachelor's degree