Retention Specialist

RESIDENTIAL RETENTION SPECIALIST

POSITION SUMMARY/OBJECTIVE

VineBrook Homes is currently seeking a customer service-sales oriented individual to join our team. The Retention Specialist is responsible for developing and enhancing relationships within our community, focused on renewing leases and driving rent growth.

The ideal candidate will have proven experience working with prospects or residents in a residential property management setting. Responsibilities may include implementing and executing monthly renewal goals, conducting market surveys, conducting inspections of current resident homes, and participating and helping with resident activities or community events.

ESSENTIAL DUTIES AND RESPONSIBILITIES 

• Manage Lease Expirations using the Lease Expiration 12-month Forecast
• Forecasting number of renewals expiring in the next 120 days and six months, organizing, and prioritizing the response for renewals accordingly to meet the goal of the Portfolio 
• Sending notices at least 90 days prior to lease expiration, tracking the responses and non-responses to determine next appropriate steps
• Establishing Recommended Annual Unit Rent Increase to meet the Rent Growth Goals of the Portfolio  
• Recommending increases for Portfolio Manager’s approval  
• Understanding of the rental market and the competing properties within The Company’s asset class.  Such understanding will lead to providing and making recommendations for annual rent increases 
• Communicating Renewal Notices/Offers via letter, email, and phone on a weekly basis  

• Functions as the point of contact for all Tenant-In-Place Acquisitions. Scheduling and conducting thorough in-person inspection of existing resident homes to review present conditions and habitability
• Cataloging outstanding issues / concerns with the residence.  Where these exist, interface with The Company’s Service Personnel to review and clear these concerns and provide follow-up where necessary with both the renewing resident and Service Personnel 
• Organizing and scheduling communication deadlines to properly on-board new Tenant-In-Place Acquisitions according to the SOP
• Conveying VineBrook Resident Expectations to the Tenant-In-Place and secure VB Lease signing
• Entering and uploading lease renewals
• Functions as the representative on behalf of VineBrook Homes in the active participation in the Homeowner’s Associations 
• Maintaining records of bylaws and meeting minutes for each HOA and understanding how changes can impact the portfolio
• Maintain a full understanding the obligations of the HOA and VineBrook as it pertains to maintenance and upkeep of properties involved
• Requires attendance to HOA meetings on behalf of VineBrook and, where possible, board membership
• Provide support, when required, in processing lease renewal for all existing resident lease expirations
• Must provide reports to Property Managers on activity and changes occurring in HOAs
• Scheduling and conducting thorough in-person inspection of existing resident homes to review present conditions and habitability
• Cataloging outstanding issues / concerns with the residence.  Where these exist, interface with The Company’s Service Personnel to review and clear these concerns and provide follow-up where necessary with both the renewing resident and Service Personnel
• Enforcing the resident’s lease
• Determining appropriate recommendations for The Company’s next response (renew, renewal with landlord offer to upgrade residence, renew subject to resident clearing violations, or do not renew)
• Securing signed renewal leases
• Entering and uploading lease renewals into Yardi
• Resident Lease Termination/Accepting Notices to Vacate from residents
• Understanding the reasons for resident move-out and how the company can respond to curb potential negative occupancy trends
• Occupancy Changes
• To include processing Roommate Addendums according to the SOP, Entering and uploading Occupancy Changes into Yardi
• Transfer Requests
• To include processing Transfer Requests according to the SOP
• Alteration Requests   
• To include inspections and validating requests for approval by Portfolio Managers

MINIMUM QUALIFICATIONS (KNOWLEDGE, SKILLS, AND ABILITIES)

• High School diploma
• Prior residential property management and/or leasing experience
• Some college or industry related certifications preferred 
• Highly organized
• Strong attention to details, analytical, interpersonal and communication (verbal, written, and listening) skills 
• Ability to multi-task 
• Ability to thrive in a fast-paced environment 
• Aptitude with computers, internet, network phone systems, MS Office, and Salesforce 
• Must be capable of working effectively with people from differing backgrounds/education levels  
• 2-5 years’ Experience in property Management  
• Must be a natural connector. Ideal candidate will overcome objections and sell our residents on the value of continuing their residency with The Company 
• Must be organized and possess the ability to manage time and schedules  
• Must be patient. Introducing a rent increase requires the ability to not only “sell” the increase but sell our company. Residents often bring their complaints and concerns to the table at time of renewal, and a resolution requires patience and understanding   
• Must be a problem solver 
• Must follow through and honor commitments made to residents, especially when working to resolve maintenance issues 
• Must have financial astuteness, specifically having the ability to calculate rents and charges without guidance and assistance 
• Valid drivers license is a requirement 

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

SUPERVISORY RESPONSIBILITY 
Prior management experience is not a requirement of the Retention Specialist but is highly recommended. While this position does not include managing other VineBrook employees, the role requires a heavy focus on the management of a process and set of responsibilities.  

TRAVEL

Local travel is required.  Applicant must have a valid driver’s license in the state in which the position is based. Regular inspections are necessary to maintain the value of our assets.  

OTHER DUTIES 

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

We recognize that people come with a wealth of experience and talent beyond just the technical requirements of the job. If your experience is close to what you see listed here, please still consider applying. Diversity of experience and skills combined with passion is a key to innovation and excellence; therefore, we encourage people from all backgrounds to apply to our positions. Please let us know if you require accommodations during the interview process.

VineBrook Homes LLC (“VineBrook”) is proud to be an equal opportunity employer that is committed to diversity and inclusion in the workplace. VineBrook considers all applicants for employment without regard to race, color, sex, sexual orientation, gender, gender identity, age, religion, national origin, pregnancy, child or spousal support withholding, disability, marital status, genetic information, citizenship/immigration status, military/veteran status, or any other status protected by federal, state, or local law. VineBrook makes hiring decisions based solely on qualifications, merits and business needs at the time. Upon request, VineBrook will reasonably accommodate applicants with a disability who need accommodation during the application process, unless accommodation creates an undue hardship to the company.  We are also a Drug Free Workplace. As permitted by law, qualified applicants will also be required to pass a drug screening before beginning employment.