Resident Retention Specialist

City

Irvine

State

California

Job Location

Irvine - Operations

Position Type

Regular

The Resident Retention Specialist is an integral member of the Sales Team, functioning as one of the primary points of contact for residents eligible to renew their lease. They are accountable for exceeding lease renewal goals, sending new leases timely and accurately, handling escalations, and providing exceptional customer service to residents, and colleagues. This role reports to the Associate Renewal Manager. The internal title for this role is Renewal Consultant.

This role is 5 days onsite at our Irvine sales hub, 9AM-6PM. The days off for this role is Thursday and Friday.

WHAT YOU WILL DO:

• Assist in a centralized sales hub by supporting the entire lease renewal process from beginning to end. Meet or exceed renewal goals while consistently striving to improve as targets evolve.
• Provide superior customer service to internal and external customers to ensure a seamless experience.
• Adapt to change quickly in a fast paced and evolving environment.
• Work closely with internal partners to ensure an increase in Net Promoter Score (NPS) and customer survey ratings as it pertains to the renewal process.
• Communicate the renewal process to residents approaching the end of their lease and negotiate as needed.
• Discuss annual rate increases with residents and resolve any questions or concerns to maximize resident retention.
• Maintain in-depth knowledge of Funnel and Yardi systems process per company standards.
• Exercise discretion as it relates to confidential resident, property, and company information.
• Compliance with company standards as defined in the Human Resources Policy Manual, E-Way, and applicable laws, e.g., Fair Housing, Landlord Tenant, Local Building Codes, OSHA, and EEOC.
• Perform other duties as assigned or as necessary.

WHAT YOU WILL NEED:

• High school diploma or equivalent, college degree preferred.
• 2-3 years in property management, a call center, and/or sales environment preferred. Proficient understanding of the Microsoft suite, familiarity with CRM systems and practices.

WHAT THE JOB REQUIRES:

• This position is not eligible for remote or hybrid work. All duties are performed on site in the office to support daily in-person collaboration, team huddles, and spontaneous meetings. Requires sitting at a desk or workstation for extended periods and using standard office equipment such as computers, phones, and printers.
• This role requires a five-day workweek that includes both Saturday and Sunday, with days off scheduled during the week.
• This role does not require any travel; work is primarily conducted at the office.
• Thrives in a fast-paced, dynamic work environment.

WHAT YOU WILL BRING TO THE TABLE:

• Ability to comprehend and interpret instructions, short correspondence, and ask clarifying questions to ensure understanding. Ability to write routine reports and correspondence. Ability to respond to common inquiries or complaints from clients, co-workers, and/or supervisor. Ability to motivate and negotiate effectively with key employees and client groups to take desired action.
• Ability to understand and carry out general instructions in standard situations. Ability to solve problems in standard situations. Requires basic analytical skills.
• Ability to provide efficient, timely, reliable and courteous service to customers.
• Decisions made with general understanding of procedures and company policies to achieve set results and deadlines. Errors in judgment may cause short-term impact to co-workers and supervisor.

All full-time regular associates are offered competitive salaries, experience career growth, and are eligible for benefit packages that include medical, dental, vision, paid parental leave, 401k employer match, excellence rewards, wellness programs, and much more. With our 12 paid holidays and 15 PTO days, work/life balance is a priority! Additionally, most positions are eligible for a housing discount of 20%.

Essex provides great communities in which to live, work and invest. We are a purpose-driven company, and we pride ourselves on promoting an internal culture of growth and opportunity by engaging, enabling, and empowering our teams. Working at Essex is not a destination. It is a journey where you can confidently build your career.

New hires generally start between $24.50 - $29.09 per hour. The final salary offer will be determined after reviewing relevant factors, including but not limited to skill sets; relevant experience; internal equity; and other business and organizational needs.