Renewal Specialist I (Hybrid)

Renewal Specialist I (Hybrid)

Position Type: Full time

State: Texas

City: San Antonio

Zip Code: 78251

Overview

AvalonBay Communities, Inc., an equity REIT, has a long-term track record of developing, redeveloping, acquiring and managing distinctive apartment homes in some of the best U.S. markets, and delivering outsized, risk-adjusted returns to shareholders. With equal parts experience and vision, we've established a leadership position rooted in our purpose of creating a better way to live and that is always focused on building value for the long term. Creating a better way to live is the purpose that binds AvalonBay associates. We take that purpose seriously and expect you will as well. By focusing on collaboration, innovation, and taking ownership of our choices and actions, we act in ways that focus on creating value for our customers, investors and associates. Your positive, professional, and consistent personal interactions make AvalonBay a great place to work.

The Role

The Renewal Specialist I (RS I) is a Hybrid position that plays a crucial role in ensuring a positive, professional, and engaging experience for all residents during the renewal process. They are tasked with assisting residents throughout their personalized renewal journey, offering assistance and information to facilitate informed decisions, and contributing to the attainment of community, portfolio, and organizational renewal goals. The RS I provides support to multiple communities directly assigned to them, while also offering assistance as required to any community within the portfolio. They are tasked with managing inbound resident communication across various channels including call queues, emails, and help requests, ensuring timely responses that meet defined quality and service standards. Additionally, the RS I is responsible for tracking both active and undecided renewals and initiating outbound renewal contacts as necessary to facilitate decision-making. The RS I reports directly to the Renewal Team Manager and interacts with multiple Community Managers and on-site associates.

Essential Job Responsibilities:

• Monitors renewal acceptance and provides feedback on resident sentiment and trends.
• Executes the renewal strategy outlined by the Renewal Manager for assigned communities.
• Monitors renewal performance and identifies renewal trends within assigned communities, sharing insights and findings with the Renewal Manager for analysis.
• Completes resident outreach to unresolved renewal accounts to obtain a decision, including outbound calls and follow up emails.
• Performs additional outreach for unresolved renewal accounts in underperforming communities as directed by the Renewal Manager, employing various approaches such as outbound calls, emails, reoffers, and collaborating with on-site personnel to engage residents and finalize decisions.
• Promote resident retention by effectively identifying customer needs and offering appropriate solutions, handling objections and conflicts professionally, and negotiating renewal rate when applicable.
• Maintains knowledge of assigned communities and competitors, including features, benefits, and pricing.
• Uses Power BI to review and manage renewal performance at assigned communities.
• Serves as designated community expert for assigned communities, offering comprehensive responses to inquiries from fellow Renewal Support Team (RST) members.
• Adheres to the Quality Expectations of the CCC Quality Assurance Program and meets defined service levels, ensuring professionalism and timeliness in all resident communications.
• Collaborates closely with team members and management to maintain high levels of customer satisfaction and resident retention.
• Manages regulatory SOPs specific to each community. Ensures full compliance with AVB policies, as well as federal, state, and local laws, including Fair Housing regulations.
• Ensures prompt and accurate data entry into relevant information systems, maintaining compliance with company operating procedures and goals, and assists with updating administrative reports as needed.

Knowledge, Skills, and Abilities:

• Skilled in sales and customer service, adept at effective negotiation, listening, and follow-through preferred.
• Ability to negotiate to meet or surpass renewal revenue goals preferred
• Self-motivated to succeed, taking initiative to achieve goals.
• Effectively collaborates with colleagues, including on-site associates, to address any issues requiring follow-up or involvement from others.
• Demonstrates excellent verbal and written communication.
• Able to build rapport and foster positive resident relationships to convey product features, benefits, and value propositions persuasively.
• Utilizes technology platforms for communication and renewal management, ensuring accurate data entry.
• Adapts to changing priorities in a fast-paced environment.
• Able to learn new products and sales techniques.
• Demonstrates strong time management, prioritizing tasks to meet service levels and sales objectives across multiple communities.
• Takes ownership of and resolves customer issues independently.
• Ability to understand and adhere to federal, state, and local laws, including Fair Housing regulations, and company policies.

Minimum Qualifications:

Education:

• High School diploma or equivalent (GED) required

Experience:

• At least 1 year of multifamily or related property management experience preferred
• Experience in a sales position that requires negotiating preferred.

This is a hybrid position with one day working from home.

At home internet requirements are as follows:

• Minimum Internet speed of 25MBPS (Uploads and Downloads) requirements and must be hardwired.
• Must have this network requirements to work remotely.
• Wifi is not acceptable or allowed.

How AvalonBay Supports You

We know that our teams are the beating heart of our success and we're committed to showing our appreciation.

We offer:

Comprehensive benefits — health, dental and vision, 401(k) with company match, paid vacation and holidays, tuition reimbursement, an employee stock purchase plan and more.

Growth based on achievement and promotion from within.

Associate recognition (a company-wide recognition program that celebrates associate efforts and successes in contributing to the overall success of the organization – including destination awards, 'AvalonBay's Very Best' recognition program and others!).

A 20% discount on our incredible apartment homes.

A culture built on purpose and our core values - A Commitment to Integrity, A Spirit of Caring, and A Focus on Continuous Improvement.

Additional Info

AvalonBay is proud to be an equal opportunity employer and is committed to an inclusive and diverse work environment free of discrimination and harassment. We believe that in order to achieve our purpose of creating a better way to live, we must recruit, develop and retain associates with a wide range of backgrounds, experiences and perspectives and create an environment that encourages all voices to be heard, understood and appreciated. With this we know we can do great things.

AvalonBay makes employment decisions without regard to a person's race, ethnicity, color, religion, sex, national origin, sexual orientation, gender identity, pregnancy (including childbirth, lactation or related medical conditions), age, physical or mental disability, genetic information (including characteristics or testing), citizenship status, military or veteran status, or any other status protected by the law.

For California residents, if you elect to apply to AvalonBay you accept the AvalonBay California Personnel Privacy Notice.