Centralized Resident Relations Specialist

Centralized Relations Specialist

We are on the hunt for a Centralized Relations Specialist who will be organized under the Compliance Department and is responsible for managing the lease renewal, resident satisfaction, and resident retention process for a portfolio of multifamily communities, with the intent of meeting and/or exceeding GoldOller KPI Standards. Working in a centralized home office operations environment, this role ensures timely, effective, and customer-focused lease renewals by coordinating directly with residents, on-site teams, regional management, leadership and home office teams.

In addition, work to identify critical needs in underperforming assets, assist in developing appropriate response plans and track the renewal/resident retention program with results-driven reporting. This role aims to ensure the residential properties' overall operational and financial success and exceed GoldOller's Gold Standard of Service as it relates to resident and customer satisfaction. This position will assist in developing office teams for personal and professional growth and ensure high employee satisfaction.

Duties and Responsibilities

Proactively manage and track lease expirations and upcoming renewals across assigned communities.

Prepare and send timely renewal offers to residents based on pre-approved guidelines from Regional leadership. Pricing factors include: market data, rent guidelines, and occupancy goals.

Market Survey completion at a minimum of monthly and as requested by leadership.

Assist in managing CRM inquiries, knowledge, resident communications and timely replies.

Manage and identify Preferred Employer Programs, Resident Referral Programs where applicable.

Create, design, and generate communication and assist in coordinating and executing resident events.

Managing reputation to GO standards and above, including soliciting reviews, customer service replies to negative reviews and survey opportunities.

Respond to resident inquiries regarding renewal terms, rent increases, and lease changes.

Collaborate with on-site teams to ensure lease renewal goals are met and assist with retention strategies.

Document and update lease renewal status in property management systems and trackers.

Analyze renewal trends and provide feedback, be prepared to discuss market conditions and recommendations to remain competitive.

Ensure compliance with fair housing regulations and best practice leasing policies.

Escalate resident concerns to appropriate leaders and departments as needed.

Meet or exceed KPIs such as renewal conversion rates, response times, and resident satisfaction.

Regular cadence of daily, weekly, monthly correspondence with on-site teams on progress of goals.

Skill Requirements

Experience in a centralized renewal role or experience in accomplished remote Activate Team renewal management assignments.

Knowledge of market rent analysis and pricing strategy.

Skilled in analyzing situations and reporting to identify operational deficiencies and offering possible solutions.

The ideal highly organized candidate would have an abundant work ethic, the ability to work independently, sharp business acumen and a willingness to serve as a member of a team environment.

Must act professionally, exemplifying customer service to onsite teams and residents while keeping information confidential.

Must be capable and willing to learn subject matter and gain experience in areas unknown.

Knowledge of property management policies and procedures with a thorough understanding of apartment renewal procedures.

Be proficient in computer skills, including Microsoft Office products, Monday

Knowledge of RealPage products preferred, including OneSite, AiRM, PAB, and BI

Possess strong multi-tasking, time management and organizational skills.

Have a complete understanding of Fair Housing and knowledge of other laws that apply to property management, such as the Fair Credit Reporting Act, Americans with Disabilities Act, Landlord Tenant Law, OSHA Standards, and local and state building codes.

Communicate effectively, both verbally and in writing.

Effective use of time management and the ability to work independently.

Able to perform at high levels in a fast-paced work environment and successfully adapt to changing priorities and work demands.

Possess excellent conflict resolution skills, with the ability to address challenging or sensitive issues in a compassionate yet straightforward manner.

Able to establish and maintain effective working relationships with peers, superiors, residents, community service agencies, and the public.

Skilled in communicating with all types of people in various situations.

Ability to work independently in a fast-paced, metrics-driven environment.

Knowledge of lease terms, renewal processes, and basic fair housing laws.

Position Requirements

Education: Bachelor's degree in marketing and business preferred.

Experience: 2 years in a property management role.

Physical: Ability to lift, push, and pull up to 40 pounds.

Valid driver's license and reliable, personal automobile for local job-related travel.

Travel: Ability to travel to other sites, out of state, and stay overnight, with 25% monthly travel expectation, barring critical situations that may necessitate increased travel.

Expert with OneSite- RealPage Residential Property Management Software

Computer proficiency, including but not limited to Microsoft Word and Excel

Internal Promotion Requirement: Tenure of 1 year or more in a Leasing Manager, Resident Relations, Assistant Community Manager or Community Manager role

Internal Promotion Requirement: GoldOller Activated proven performer

Equal Opportunity Employer