Centralized Resident Relations Specialist

Hey there! We're Gold Oller! 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 Gold Oller 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 Gold Oller’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.

• 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.
• Identification of Critical Needs in underperforming assets.

• To be responsible for serving the company where needed. This position will contribute to Operations, Training, People and Culture, Compliance, Asset Management, Facilities Maintenance, and Marketing Departments - ensuring operations are efficient, effective, and successful.
• To analyze the operational performance of assets via scorecard, departmental reporting, and software analytics with research, then communication of findings to leadership and thoughtful consideration to action plans.
• Standardized reporting on GO operational metrics status.
• Where necessary, travel to newly acquired and/or underperforming assets to mentor and/or identify breakdowns in GO operational standards, including communication of results.
• Assist in the implementation of process improvements and workflow enhancements.
• Manage deliverables through software such as  and Sharepoint.
• Analyze operational performance metrics and propose strategies for improvement.
• Any other special projects requested by the Home Office.
• 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 Real Page products preferred, including One Site, 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…