Resident Retention Specialist - Property Management

Job Description

Job Description

Second Avenue is the premier platform for enabling institutions to deploy meaningful capital into single-deed residential assets (SFR) while retaining control and valuable lines of sight into their investments over time. Second Avenue’s proprietary technology and exclusive relationships have allowed it to bring scale to scattered single-family investment homes, a strategy that was previously untenable as an institutional asset class. The Company provides all aspects of sourcing, acquisition, and property management services for its clients.

We offer a positive culture and professional work environment. Please visit our website for additional background on our business platform –

Job Summary

The Resident Retention Specialist is responsible for maximizing resident retention through proactive communication, relationship building, problem solving, and sales-focused renewal strategies. This role serves as a primary point of contact for lease renewals, transfers, notices to vacate, disposition-related relocations, and move-out coordination. The ideal candidate is a strong communicator with an entrepreneurial mindset, a passion for problem solving, and the ability to influence positive resident outcomes. Success in this role requires leveraging all communication channels (particularly phone calls) to build relationships, address concerns, and identify retention opportunities. This role partners closely with Operations, Maintenance, Leasing, Market Management, and other internal teams to resolve issues, enhance the resident experience, and support retention goals.

Duties and Responsibilities

Resident Retention & Renewals

• Proactively manage a group of residents approaching lease expiration and execute retention strategies to maximize renewal conversions.
• Utilize phone calls, email, text messaging, property management systems, and other communication channels to maintain consistent resident engagement.
• Educate residents on renewal options, lease terms, and available programs.
• Identify resident concerns, objections, and barriers to renewal and work collaboratively to develop appropriate solutions.
• Escalate resident issues, property concerns, maintenance challenges, or service-related matters that may negatively impact retention.
• Monitor renewal eligibility and ensure all renewal activities are completed accurately and timely.
• Maintain thorough documentation of resident interactions and retention efforts.
• Follow Second Avenue’s lease administration policies and procedures while also complying with all health safety, state and local tenant landlord laws.

Resident Experience & Problem Resolution

• Build and maintain positive resident relationships through professional, empathetic, and solution-oriented communication.

• Investigate and resolve resident concerns whenever possible while partnering with internal teams for issue resolution.
• Deliver exceptional customer service while balancing resident needs and company objectives.
• Identify recurring resident concerns and provide feedback to leadership to improve processes, service delivery, and retention performance.
• Accurately prepare and be thoroughly knowledgeable about all renewal related reporting.

Notice to Vacate & Move-Out Management

• Manage the Notice to Vacate (NTV) process from initial communication through move-out completion.
• Engage residents who have submitted notice to identify potential retention opportunities and explore alternatives to moving.
• Coordinate move-out timelines, required documentation, and resident communications.
• Ensure all move-out activities are completed in accordance with company policies and procedures.

Administrative & Operational Support

• Process lease administration changes and resident account updates.
• Review all Month-to-Month residents to confirm status and renewal opportunities.
• Support ownership transitions, onboarding of new assets, and portfolio-related administrative activities.
• Review renter's insurance compliance and related resident documentation.
• Maintain accurate reporting and documentation related to retention, renewals, transfers, move-outs, and resident communications.
• Assist with special projects and operational initiatives as assigned.
• Follow all company policies, lease administration procedures, and applicable federal, state, and local landlord-tenant laws.
• Assist with HOA, municipal, and compliance-related resident matters.
• Perform other duties as assigned.

Qualifications

• Excellent verbal, written, and interpersonal communication skills. 
• Strong phone presence with the ability to build rapport, influence outcomes, and handle difficult conversations professionally.
• Proficient in using Microsoft Outlook, Word, Excel, and property management software platforms.
• Ability to manage multiple priorities in a fast-paced environment. 
• Strong negotiation, sales, and objection-handling abilities.
• Proven problem-solving and conflict-resolution skills.
• Ability to collaborate effectively across multiple departments.
• Self-motivated with an entrepreneurial mindset and results-oriented approach.

Education and Experience

• High School diploma or equivalent required.
• Minimum of two (2) years of Property Management experience preferred.
• Experience working in a goal-oriented environment with performance metrics preferred.

Job Competencies

• Ability to use a computer proficiently, including Microsoft Outlook, Word, Excel, and property operating/accounting software.
• Ability to use AI tools (or willingness to learn).
• Excellent customer service and interpersonal skills.
• Professional verbal and written communication skills.
• Strong organizational and time-management skills.
• Ability to make quick and effective decisions.
• Ability to identify, analyze, and resolve resident issues.
• Ability to be flexible and quickly adapt to changing business needs and processes.
• Desire to meet goals and deadlines.
• Ability to exercise independent judgment and maintain confidentiality.
• Ability to learn Second Avenue systems, technologies, and adapt to change.

Benefits

• Medical, Dental and Vision Insurance, Employer Paid Short-Term/Long-Term Disability and Life AD&D Insurance, 401k, PTO, and Paid Holidays.

NOTE: This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the job. Other duties may be assigned.

Second Avenue is an equal opportunity employer and values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.