Retention Specialist

Position Summary

The Retention Specialist is a member of the Customer Operations department and functions as the primary coordinator of lease renewals and resident engagement in the market.

• Builds rapport with residents and manages all communication flow related to lease renewals
• Meets and/or exceeds daily, weekly, and monthly renewal performance and metrics
• Coordinates the timely completion of all lease renewals for review by the Lease processing team
• Effectively communicates the lease renewal process month-to-month and lease renewal status with residents
• Has a thorough and detailed understanding of the lease renewal process
• Represents the company to current residents and others in a courteous and professional manner – always putting customer service first
• Has a strong understanding of lease agreements and can accurately explain them to existing residents in a user‑friendly manner
• Understands customer needs and requirements
• Understands basic sales techniques

• High School graduate required;
  Associate degree preferred
• Must have proven inside sales experience
• Persistent approach with strong customer service skills
• Strong phone presence and experience facilitating dozens of calls per day
• Honest, ethical, and able to maintain confidentiality in a business setting when necessary and required
• Able to multi‑task, prioritize, and manage time effectively
• Able to thrive in a dynamic, fast‑changing, growth environment
• Fosters teamwork and mutual respect throughout the company
• Interacts productively in person and through technology with co‑workers, team members, management, and other personnel daily to accomplish duties and responsibilities
• Computer literacy; comfortable navigating new technology and proficient in MS Office
• Flexible schedule required which may include evenings and weekends based on business needs
• Bi‑lingual Spanish is a plus
• Property management experience a plus
• Previous use of Yardi Voyager a plus

• Competitive Compensation – Including performance-based bonuses that reward your contributions
• Comprehensive Benefits Package – Medical, dental, vision, parental leave, 401(k) with company match and more
• Generous Time Off – PTO based on tenure, 13 paid holidays and 1 floating holiday
• Ongoing Learning and Development – Quarterly summits, town hall meetings, and continuous training to support your professional growth
• A culture that celebrates collaboration, recognition, and fun while doing important work

This summary is not an all-inclusive description of job duties. Other duties and responsibilities may also be assigned by the incumbent’s supervisor at any time based upon company need.

Employment with Progress Residential is conditional on a satisfactory background and drug screen.

Progress Residential is a proud Equal Opportunity employer, m/f/d/v.