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    Retention Specialist - Houston, United States - Tricon Residential Inc.

    Tricon Residential Inc.
    Tricon Residential Inc. Houston, United States

    2 weeks ago

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    Description
    Tricon Residential Inc

    (NYSE:

    TCN,


    TSX:
    TCN) is an owner and operator of a growing portfolio of more than 36,000 single-family rental homes in the U.S. Sun Belt and multi-family apartments in Canada. Our commitment to enriching the lives of our employees, residents and local communities underpins Tricon's culture and business philosophy.

    We provide high-quality rental housing options for families across the United States and Canada through our technology-enabled operating platform and dedicated on-the-ground operating teams.

    Our development programs are also delivering thousands of new rental homes and apartments as part of our commitment to help solve the housing supply shortage.

    At Tricon, we imagine a world where housing unlocks life's potential. For more information, visit Tricon Residential.
    Job Description

    The Retention Specialist will assist with the communication to the residents regarding lease renewals and preparing and distributing resident packages.

    The Retention Specialist will follow up with residents on their leasing experience, schedule property inspections, confirm compliance with Renter's Insurance, and engage with residents on extending their lease.

    This position works a hybrid schedule M-F: Work from home (Monday and Friday). In Office (Tuesday-Wednesday-Thursday). If you do not have an internet connection at home you can work in office all week.
    Process Management Objectives

    • Manage all reports and systems to ensure all eligible residents with upcoming expirations are communicated with appropriately
    • Review all Month to Month residents to confirm they are being charged necessary fees
    • Work with Maintenance and/or field crew to schedule any necessary property inspections to verify condition or evaluate upgrade options when needed
    • Review price/term negotiations with Portfolio M for their approval
    • Adhere to Tricon's Standards of Service in all interactions and touchpoints through the leasing process
    • Verify residents are compliant with current renter's insurance, utility, city code, and Tricon policy requirements
    • Review all systems for Lease Expirations, Base Rent, Occupants, Uploads, and Lease Charges for accuracy
    • Audit all completed renewals for accuracy
    • Report weekly progress on Renewals to Manager
    • Manage room-mate promotions details/process and amend lease as needed
    • Manage property transfer requests as needed, collaborating with field teams to ensure current property inspections are completed and that residents meet all necessary criteria
    • Work to retain residents and reduce turnover by communicating with residents thoroughly and in a timely manner, seeking creative resolution with approval from manager to ensure residents are provided with the highest level of service in all areas
    • Manage NTV process by communicating effectively with residents, generating NTV when needed, preparing market analysis for management, and following up through completion of NTV to ensure move out process is scheduled accordingly
    Communication/Character Objectives

    • Be polite, professional, and courteous in all interactions with both internal and external customers and responds to all correspondence with urgency
    • Troubleshoot customer inquiries and work towards one-step resolution
    • Contact all Residents that have submitted their Notice to Vacate and try to retain by offering solutions and displaying high level customer service
    • Keep residents informed and educated on what to expect with their upcoming lease expirations, renewal process, rent increases (market rate knowledge), and potential fees
    • Provide local comps to residents when needed to educate them on current market value of their home
    • Be a collaborative, cooperative team member, assisting when needed with team projects and processes

    Qualifications:

    • Extremely organized
    • Detail oriented
    • Excellent Customer Service Skills required
    • Must be able to deal with situations and issues proactively and persistently
    • At least 1 year of Property Management experience is preferable
    • Excellent verbal communication skills required
    • Ability to work well using office electronic tools, basic accounting and math skills, excellent written and verbal communication abilities
    • Knowledge of Yardi preferred

    Minimum Requirements:

    • High school diploma or GED
    • Prior residential single- family management experience preferred
    • Demonstrated attention to detail
    At Tricon Residential, we know that the best ideas happen when people bring their uniqueness to work with them. Inclusion is an integral part of how we leverage that uniqueness into our Company.

    Supporting Diversity, Inclusion and Belonging is not only the right thing to do; it is the right thing to do for our business.

    #J-18808-Ljbffr
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