Renewal Representative - Remote

How We Deliver a Winning Performance

• Question Authority
• Walk the Talk
• Share Knowledge
• Listen, not just Hear
• See the Glass Half Full
• Take Educated Risks
• Enjoy the Ride
• Share the Spotlight
• Do the Right Thing
• Test Your Limits

Responsible for delivering a seamless resident renewal experience while providing superior customer support through resident retention. The Renewal Representative is responsible for answering questions regarding pricing, renewal terms, unit availability, location, amenities, and the benefits of the communities of interest through their conversation with each customer. Renewal Representatives must be able to navigate through difficult conversations and negotiations with customers with poise and professionalism.

The centralized services consultant is responsible for achieving service level goals, consistently meeting established metrics, and meeting market retention goals for assigned portfolios.

• Handles inbound/outbound calls and/or offline transactions to drive growth and retention of residents while delivering superior customer service by identifying needs, facilitating resolutions, and communicating customer concerns to establish customer satisfaction.
• Effectively negotiates with residents professionally and promptly while securing the best possible outcome, rate, and lease term.
• Effectively explains lease provisions and community policies to residents.
• Completes follow‑up notes, informational emails, and/or call‑backs with residents and prospects promptly following initial contact.
• Understands and ensures compliance with federal, state, and local fair housing laws and standards and landlord/tenant laws and regulations.
• Effectively and proactively communicates market trends, challenges, and areas of opportunity to team members and leadership.
• Monitors personal performance and contributions against department and property objectives.
• Consistently demonstrates a fundamental understanding of all department processes and systems, particularly CRM, MRI, HUB, in Contact, Wayfinder, etc.
• Organizes and prioritizes workload to efficiently work through follow‑ups and resident communication. Utilizes technology to effectively work through workload in a fast‑paced environment while navigating multiple screens simultaneously.
• Participates in continuous learning opportunities and keeps current on projects, services, and technology changes within the company and industry.
• Assists in other tasks or projects as assigned.

• A high school diploma or equivalent is required; a college degree or some college coursework is preferred.
• Senior Leasing Consultant or Leasing Consultant experience in a 300‑plus unit community or a multi‑site community is preferred.
• Must be able to work established shifts available and be on‑call for emergencies.
• At least two years of customer service or sales experience and a minimum of two years of negotiation experience are required.
• Comfort with high call volume, phone etiquette, and servicing customers via the telephone, email, and chat while also utilizing dual screens is essential.
• Must be comfortable handling complex situations and coaching reps to deliver quality, customer‑focused attention to internal and external customers.
• Demonstrate excellent verbal communication and consistent follow‑through with solid attention to detail.
• Demonstrated ability to effectively solve problems independently (and collaboratively) with other team members.

Salary: $25.00 - $28.00 / hour; employees are eligible for overtime pay and performance incentives

The successful candidate's starting pay will be determined based on job‑related skills, experience, and qualifications.

As an Equity Residential team member, you represent Equity. While you are on the job, Equity Residential expects you to wear clothing and accessories that are appropriate in a professional business environment.

Ability to interpret, evaluate and communicate detailed written or verbal instructions to others accurately and quickly, including answering phones, attending meetings, written correspondence, or other forms of communication. Ability to…