Centralized Renewals Specialist - Seasonal

UDR, Inc. is now hiring Centralized Renewals Specialists (Seasonal) to join our team.

GENERAL SUMMARY OF DUTIES: Supporting Centralized Renewal Specialists (CRS) resident retention efforts, specifically admin tasks, outreach, and data management. Efforts will include auditing/rescreening signed leases, sending custom outreach via text/email for unresponsive residents, and leveraging CRM dashboards to impact target sites. Additionally, this role will assist the CRS by handling basic text/email communication, as well as uploading renter's insurance policies into our system. We are looking for seasonal support associates that value accuracy and timeliness, possess outstanding organizational skills, and provide an exceptional level of customer service.

ESSENTIAL FUNCTIONS:

Centralized Renewals

1. Complete outbound follow-up to residents in pending stages of lease renewals via phone, email, and text. Heavy focus on customer service; including residents that are on notice to vacate, have lease renewal requests/questions, or necessitate service from the UDR Corporate Office.

2. Discuss lease renewal terms and rates with residents, selling the benefits of renewing a lease over moving out. Must be capable of overcoming objections and discussing the impact of current market conditions on renewal rates. Manage the flow and promotion of early-bird renewal offers and pricing resets. Create a sense of urgency.

3. Bring rate negotiations, unit upgrade requests, and/or lease term length negotiation requests to Pricing or Regional Management for guidance on next steps. Enter service tickets in OneSite for maintenance requests.

4. Reset expired offers or adjust renewal offer amount based on approved rate or lease term negotiations.

5. Audit rentable and non-rentable items to ensure accurate renewal pricing. Ensure valid renters' insurance is on file for each resident upon renewal or opt the resident into the company provided insurance.

6. Manage and maintain an Excel renewal tracking spreadsheet/file and Sugar CRM, including formatting, and filtering daily, to track pending renewals/NTV's. Update and maintain resident records in the property management system with attention to detail in documenting brief, but specific notes on every follow-up completed.

7. Ensure follow through on all residents until they have signed their renewal or given notice and moved out. Manage time efficiently with meticulous attention to timely customer service.

8. Perform other duties as assigned or as necessary.

PERFORMANCE REQUIREMENTS:

• Knowledge of organizational policies and procedures. Ability to apply policies and procedures to solve everyday issues. Knowledge of basic office practices and procedures. Must know and follow the Fair Housing laws. Demonstrated skills with customer service. Knowledge of principles and methods for showing and promoting property. Ability to effectively present information to prospective or current residents. Knowledge of basic accounting and/or bookkeeping practices; office practices and procedures; filing and maintenance of fiscal records. Demonstrated knowledge of demographics surrounding assigned community.
• Must be detail orientated. Possess high degree of time management skills. Excellent verbal and written communication skills. Ability to create, compose, and edit written materials. Polished interpersonal skills. Ability to establish priorities and coordinate work activities. Ability to work in conjunction with Company managers, residents, and associates.
• Must be skilled in word processing, drafting correspondence and memoranda. Attention to details, and basic experience with the internet. MS Office software applications required (e.g., Microsoft Office, Word, and Excel).
• Must demonstrate excellent interpersonal skills; problem solving skills; and decision making skills. Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Must have excellent organizational skills. Ability to perform a variety of support assignments requiring some exercise of independent judgment.

TYPICAL PHYSICAL DEMANDS: Requires prolonged sitting, some bending, stooping, and stretching. Occasionally lifting files or paper weighting up to 30 pounds. Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator, and other office equipment. Requires normal range of hearing and eyesight to record, prepare, and communicate appropriate reports. Regular and consistent attendance on the job is an essential function.

TYPICAL WORKING CONDITIONS: Normal office environment. Weekend work and/or split schedule possible.

EDUCATION AND EXPERIENCE:

• Associate Degree or equivalent combination of education and experience required.
• Minimum of two years' sales/direct customer service experience required.
• Customer relationship development experience is required.
• Office administration experience preferred.
• Property management/leasing experience preferred.
• Must have and maintain a valid driver's license unless otherwise noted.

Hourly Range:
* $21.93/hr. - $24.03/hr., depends on experience

Anticipated Close Date: April 29, 2025

UDR is proud to provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

UDR is committed to providing and maintaining a diverse workforce and an inclusive work environment with equitable access and opportunity for associates to participate, grow, and reach their full potential.