Renewal Specialist

Overview

Avalon Bay Communities, Inc., an equity REIT, has a long-term track record of developing, redeveloping, acquiring and managing distinctive apartment homes in some of the best U.S. markets, and delivering outsized, risk-adjusted returns to shareholders. With equal parts experience and vision, we’ve established a leadership position rooted in our purpose of creating a better way to live and that is always focused on building value for the long term.

Creating a better way to live is the purpose that binds Avalon Bay associates. We take that purpose seriously and expect you will as well. By focusing on collaboration, innovation, and taking ownership of our choices and actions, we act in ways that focus on creating value for our customers, investors and associates. Your positive, professional, and consistent personal interactions make Avalon Bay a great place to work.

The Renewal Specialist I (RS I) plays a crucial role in ensuring a positive, professional, and engaging experience for all residents during the renewal process. They are tasked with assisting residents throughout their personalized renewal journey, offering assistance and information to facilitate informed decisions, and contributing to the attainment of community, portfolio, and organizational renewal goals. The RS I provides support to multiple communities directly assigned to them, while also offering assistance as required to any community within the portfolio.

They are tasked with managing inbound resident communication across various channels including call queues, emails, and help requests, ensuring timely responses that meet defined quality and service standards. Additionally, the RS I is responsible for tracking both active and undecided renewals and initiating outbound renewal contacts as necessary to facilitate decision-making. The RS I reports directly to the Renewal Team Manager and interacts with multiple Community Managers and on-site associates.

They are responsible for monitoring renewal acceptance and providing feedback on resident sentiment and trends.

• Executes the renewal strategy outlined by the Renewal Manager for assigned communities.
• Monitors renewal performance and identifies renewal trends within assigned communities, sharing insights and findings with the Renewal Manager for analysis.
• Completes resident outreach to unresolved renewal accounts to obtain a decision, including outbound calls and follow up emails.
• Performs additional outreach for unresolved renewal accounts in underperforming communities as directed by the Renewal Manager, employing various approaches such as outbound calls, emails, reoffers, and collaborating with on-site personnel to engage residents and finalize decisions.
• Promote resident retention by effectively identifying customer needs and offering appropriate solutions, handling objections and conflicts professionally, and negotiating renewal rate when applicable.
• Maintains knowledge of assigned communities and competitors, including features, benefits, and pricing.
• Uses Power Bi to review and manage renewal performance at assigned communities.
• Serves as designated community expert for assigned communities, offering comprehensive responses to inquiries from fellow Renewal Support Team (RST) members.
• Adheres to the Quality Expectations of the CCC Quality Assurance Program and meets defined service levels, ensuring professionalism and timeliness in all resident communications.
• Collaborates closely with team members and management to maintain high levels of customer satisfaction and resident retention.
• Manages regulatory SOPs specific to each community. Ensures full compliance with AVB policies, as well as federal, state, and local laws, including Fair Housing regulations.
• Ensures prompt and accurate data entry into relevant information systems, maintaining compliance with company operating procedures and goals, and assists with updating administrative reports as needed.

• Skilled in sales and customer service, adept at effective negotiation, listening, and follow-through preferred.
• Ability to negotiate to meet or surpass renewal revenue…