Renewal Representative - United States - Equity Residential

Description

Job Description
Reporting to the Centralized Operations Manager, the candidate will be responsible for delivering a seamless resident renewal experience while providing superior customer support through resident retention. The Renewal Representative is responsible for answering questions regarding pricing, renewal terms, unit availability, location, amenities, and the benefits of the communities of interest through their conversation with each customer. Renewal Representatives must be able to navigate through difficult conversations and negotiations with customers with poise and professionalism. The centralized services consultant is responsible for achieving service level goals, consistently meeting established metrics, and meeting market retention goals for assigned portfolios.
PLEASE NOTE: This position is 100% remote (work from home) in the following locations: Arizona, Colorado, Florida, Georgia, Illinois, Maryland, Massachusetts, New Jersey, New York, Texas, Virginia, Washington, and Washington DC. Candidates located in California would need to relocate to another EQR market at their own expense.
Tuesday-Saturday 9:00am EST to 6:00pm EST
Monday-Friday 9:00am PST to 6:00pm PST
WHAT YOU'LL DO:

• Handles inbound/outbound calls and/or offline transactions to drive growth and retention of residents while delivering superior customer service by identifying needs, facilitating resolutions, and communicating customer concerns to establish customer satisfaction.
• Effectively negotiates with residents professionally and promptly while securing the best possible outcome, rate, and lease term.
• Effectively explains lease provisions and community policies to residents.
• Completes follow-up notes, informational emails, and/or call-backs with residents and prospects promptly following initial contact.
• Understands and ensures compliance with federal, state, and local fair housing laws and standards and landlord/tenant laws and regulations.
• Effectively and proactively communicates market trends, challenges, and areas of opportunity to team members and leadership.
• Monitors personal performance and contributions against department and property objectives.
• Consistently demonstrates a fundamental understanding of all department processes and systems, particularly CRM, MRI, HUB, inContact, Wayfinder, etc.
• Organizes and prioritizes workload to efficiently work through follow-ups and resident communication. Utilizes technology to effectively work through workload in a fast-paced environment while navigating multiple screens simultaneously.
• Participates in continuous learning opportunities and keeps current on projects, services, and technology changes within the company and industry.
• Assists in other tasks or projects as assigned.

REQUIREMENTS:

• A high school diploma or equivalent is required; a college degree or some college coursework is preferred.
• Senior Leasing Consultant or Leasing Consultant experience in a 300-plus unit community or a multi-site community is preferred.
• Must be able to work established shifts available and be on-call for emergencies.
• At least two years of customer service or sales experience and a minimum of two years of negotiation experience are required.
• Comfort with high call volume, phone etiquette, and servicing customers via the telephone, email, and chat while also utilizing dual screens is essential.
• Must be comfortable handling complex situations and coaching reps to deliver quality, customer-focused attention to internal and external customers.
• Demonstrate excellent verbal communication and consistent follow-through with solid attention to detail.
• Demonstrated ability to effectively solve problems independently (and collaboratively) with other team members.

The Company may revise this job description from time to time as business needs require. It is not intended to be an exhaustive listing of all the functions of the job, nor to limit the Company's right to assign other functions to an employee in this position. This job description does not constitute a written or implied contract of employment.
SALARY:
$25.50 per hour; employees are eligible for overtime pay and performance incentives
The successful candidate's starting pay will be determined based on job-related skills, experience, and qualifications.
WE CARE ABOUT YOUR TOTAL WELLBEING:

• Physical Wellbeing: Medical, dental, and vision care
• Social Wellbeing: 9 paid holidays, annual vacation time, paid sick leave, new parent benefits
• Financial Wellbeing: 401(k) Retirement Savings Plan, Rent Discounts, Competitive Compensation
• Community Wellbeing: Paid Community Service Hours
• Career Wellbeing: Leadership Development
• Learn more about our Total Wellbeing program here.

RELOCATION:
Equity Residential does not cover relocation costs for this opportunity; all relocation and related expenses are the responsibility of the candidate.
PHYSICAL AND VISUAL ACTIVITIES:
Ability to effectively hear, speak, and communicate in person and over the phone, including the clear exchange of information through spoken and written communication. Ability to interpret, evaluate, and accurately convey detailed verbal and written instructions. Visual acuity sufficient to use a computer effectively and read written materials.
The above describes the physical and visual activities that are commonly associated with the performance of the essential functions of this job. "Commonly associated" is not intended to mean always or only. Reasonable accommodation will be provided as required by law to enable otherwise qualified employees with a known disability to perform the essential functions of the job.
WORKING ENVIRONMENT:
Our work environment is casual, collaborative, and people-first. Team members are encouraged to bring their authentic selves to work, share ideas openly, and communicate comfortably across all levels of the organization. While we value professionalism and accountability, we also believe a relaxed atmosphere fosters creativity, productivity, and strong working relationships. Employees enjoy a flexible, supportive culture where teamwork, mutual respect, and a sense of balance are priorities.
Equity Residential is an Equal Opportunity Employer. We are committed to equal employment opportunities for all job applicants and employees. No job applicant or employee will be discriminated against because of race, religion, color, sex, sexual orientation, gender, sexual/gender identity, age, disability, pregnancy, national origin, military or veteran status, or any other characteristic protected by applicable law. Equity Residential is committed to hiring a diverse workforce. Equity Residential has a smoke-free workplace environment.
About Us
Working for Equity Residential (EQR), a leading multi-family real estate investment trust (REIT), means living our purpose: creating communities where people thrive. It means striving to provide the best in apartment living, speaking boldly about new ideas for innovation, and inspiring creativity in the ways we work together.
Our portfolio of high-quality properties in urban growth markets - New York City, Boston, Washington DC, Seattle, San Francisco, Southern California, and Denver - provides homes where people most want to live, work and play. We've got the best people in the business, as evidenced by our employee engagement scores and customer loyalty ratings. That's why our employees say they are proud to work at Equity, a company that gives our residents a place where they can Live Remarkably, and offers a culture where our employees have the opportunity to thrive.
Equity Rewards
When you join Equity Residential, you won't be treated as simply another employee - you will be considered a partner in our shared success. As such, we are committed to investing in your personal success through a benefits program that supports your Total Wellbeing.
We recognize that everyone has different needs outside of work. That's why, in addition to a competitive benefits package (medical, dental, vision and paid time off), we offer many unique benefits options to employees, like a comprehensive wellness program, pet insurance, new parent benefits, and paid time off for community service projects. In addition to your next job, you can also find your next home with us Rent discounts on Equity Residential apartment homes are available to our benefits-eligible employees. The amount of the discount offered is determined based on the market, ranging upwards from 20%. Learn more about our Total Wellbeing program here.
Equity Values
At Equity Residential, like our residents, our employees come from everywhere. A richly diverse work environment captures top talent, cultivates the best ideas, and creates the widest possible platform for success. By focusing on inclusion, these differences are harnessed to create value - in ideas, business practices, relationships, and employee engagement. As an Equal Opportunity Employer, we are committed to maintaining a diverse, inclusive and equitable work environment where our employees can thrive.