Resident Retention Specialist

3 weeks ago

Tampa, United States Second Avenue Full time
Job DescriptionJob DescriptionSecond Avenue is recruiting a Resident Retention Specialist for its Single-Family Property Management division in Tampa, FL.

Second Avenue is a premier platform for enabling institutions to deploy meaningful capital into Single Family Residential (SFR) homes across the US. The Company provides all aspects of sourcing, acquisition, and property management services in SFR for its clients. Second Avenue is a growing company and has over 170 employees with major offices in Tampa, Florida and Chicago, Illinois.

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 – www.secondavenue.com

Job Summary

The Resident Retention Specialist is responsible for timely and accurately answering inbound customer service inquiries via phone and email. The ideal candidate would possess excellent customer service skills as well as analytical thinking to help advance the service center model into a true help desk. This position will be under the direct supervision of the Resident Retention Supervisor.

Role Responsibilities

  • Utilize all reports and systems to ensure all eligible residents with upcoming expirations are communicated with appropriately.
  • Review all Month-to-Month residents to confirm status and renewal opportunities.
  • Work with Maintenance to schedule any necessary property inspections to verify condition or evaluate upgrade options when needed.
  • Prepare and review renewal pricing for Market Managers for their approval.
  • Ensure adherence to Second Avenue’s standards in all interactions and touchpoints through the renewal process.
  • Work to retain residents and reduce turnover by communicating with residents thoroughly and in a timely manner, seeking creative resolution with approval from Market Managers 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.
  • Communicate effectively with residents to develop and maintain strong relationships.
  • Monitor and manage renewal eligibility.
  • Follow Second Avenue’s lease administration policies and procedures.
  • Answer questions knowledgeably regarding Second Avenue’s renewal program.
  • Identify opportunities for expansion of resident renewals programs and processes.
  • Adhere to state and local tenant landlord law.
  • Utilize renewal reports and other tools to drive on time and early resident renewals.
  • Communicate with leadership and various members of the internal team and external customers.
  • Assist with various projects.
  • Process changes in lease administration.
  • Process changes in ownership.
  • Assist with onboarding of new assets.
  • Deliver positive customer service experience during all interaction with clients, associates, peers, support groups and residents.
  • Comply with all company standards, applicable health and safety rules and regulations, as well as applicable local, state, and federal laws.
  • Deliver timely, professional, and applicable responses to resident inquiries and strives to resolve issues expeditiously.
  • Accurately prepare and be thoroughly knowledgeable about all renewal related reporting.
  • Review resident Renter’s Insurance policies for accuracy and status.
  • HOA/Municipal Compliance.

Candidate Qualifications

  • High School diploma or equivalent.
  • 2 years of Property Management Experience Preferred.
  • Excellent verbal and written communication skills.
  • Ability to use a computer proficiently, including Microsoft Outlook, Word, and Excel.
  • Ability to prioritize and multi-task in a fast- paced environment.
  • Work well with others with a positive friendly attitude.

Professional Skillset

  • Ability to use a computer proficiently, including Microsoft Outlook, Word, Excel, and property operating/accounting software.
  • Propertyware or similar Property Management software experience preferred.
  • Ability to learn new systems and technologies.
  • 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.

Benefits

  • Medical, Vision and Dental Insurance
  • Employer Paid Short-Term and Long-Term Disability Insurance
  • 401k
  • Paid Holidays and Vacation

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.

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