Renewal Specialist ; Hybrid

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) is a Hybrid position that 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.

• Monitor renewal acceptance and provide feedback on resident sentiment and trends.
• Execute the renewal strategy outlined by the Renewal Manager for assigned communities.
• Monitor renewal performance and identify renewal trends within assigned communities, sharing insights and findings with the Renewal Manager for analysis.
• Complete resident outreach to unresolved renewal accounts to obtain a decision, including outbound calls and follow‑up emails.
• Perform additional outreach for unresolved renewal accounts in underperforming communities as directed by the Renewal Manager, employing various approaches such as outbound calls, emails, re‑offers, 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.
• Maintain knowledge of assigned communities and competitors, including features, benefits, and pricing.
• Use Power BI to review and manage renewal performance at assigned communities.
• Serve as designated community expert for assigned communities, offering comprehensive responses to inquiries from fellow Renewal Support Team (RST) members.
• Adhere to the Quality Expectations of the CCC Quality Assurance Program and meet defined service levels, ensuring professionalism and timeliness in all resident communications.
• Collaborate closely with team members and management to maintain high levels of customer satisfaction and resident retention.
• Manage regulatory SOPs specific to each community. Ensure full compliance with AVB policies, as well as federal, state, and local laws, including Fair Housing regulations.
• Ensure prompt and accurate data entry into relevant information systems, maintaining compliance with company operating procedures and goals, and assist with updating administrative reports as needed.

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