Renewal Representative - Remote

Job Category: Property OperationsJob Description:At Equity Residential, we're dedicated to creating thriving communities, and we invite you to be part of our team. Embracing values like Diversity, Sustainability, and Total Wellbeing, we foster a workplace culture of authenticity and collaboration.How We Deliver a Winning Performance:

• Question Authority
• Walk the Talk
• Share Knowledge
• Listen, not just Hear
• See the Glass Half Full
• Take Educated Risks
• Enjoy the Ride
• Share the Spotlight
• Do the Right Thing
• Test Your Limits

What You'll Be Doing: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.

• 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.

What You'll Need to Thrive:

• 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.

Salary: $23.19 - $26.00 / hour; employees are eligible for overtime pay and performance incentivesThe successful candidate's starting pay will be determined based on job-related skills, experience, and qualifications.Other Requirements:As an Equity Residential team member, you represent Equity. While you are on the job, Equity Residential expects you to wear clothing and accessories that are appropriate in a professional business environment.PHYSICAL AND VISUAL ACTIVITIES:Ability to interpret, evaluate and communicate detailed written or verbal instructions to others accurately and quickly, including answering phones, attending meetings, written correspondence, or other forms of communication. Ability to communicate effectively (expressing or exchanging ideas using the spoken or written word). This skill/ability is essential for work activities in which workers must impart or receive detailed information through oral or written communication. Ability to lift, push, pull or carry up to 10 pounds to disseminate documents, move technology, etc. Ability to sit for prolonged periods.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. Different experiences may suggest other ways or circumstances where reasonable changes or accommodations are appropriate.WORKING ENVIRONMENT: 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. Please note: candidates located in California would need to relocate to another EQR market for this opportunity.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 RewardsWhen 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 programEquity ValuesAt 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.All aspects of the employment process are merit-based. Every Equity employee is expected to maintain a work environment that is free from discrimination and harassment. Equity Residential does not discriminate against any employee or job applicant because of race, religion, color, creed, sex, sexual orientation, gender, sexual/gender identity/expression, age, pregnancy (including childbirth, lactation or related medical conditions), physical or mental disability, national origin, citizenship status, military (including uniformed service member or protected veteran) status, marital status, genetic characteristic or information, ancestry or any other characteristic protected by law. Equity Residential also prohibits retaliation against individuals who report harassment or discrimination, or participate in investigations into such conduct.
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