CityIrvineStateCaliforniaJob LocationIrvine - OperationsPosition TypeRegular
The Renewal Team is an integral part of the Sales Team, functioning as the primary point of contact for residents eligible for lease renewals across the entire portfolio. The Renewal Manager leads the renewal team and is responsible for ensuring new leases are dispatched accurately and promptly, managing escalations, and delivering insightful reports to leadership. Additionally, the Renewal Manager oversees deviation approvals, provides training and coaching to team members, and maintains a high standard of customer service for both residents and colleagues. This position reports directly to the Senior Manager of Enablement.
WHAT YOU WILL DO:
- Drive the entire lease renewal process, ensuring seamless execution. Achieve or surpass renewal targets, continuously setting higher standards as goals advance. Provide superior customer service to internal and external customers.
- Adapt to change quickly in a fast paced and evolving environment.
- Work closely with internal partners to ensure an increase in Net Promoter Score (NPS) and customer survey ratings as it pertains to the renewal process.
- Provide weekly reporting, key insights, and proposed action plans to the Senior Manager of Enablement.
- Process and approve deviations in renewal rates for residents.
- Directly manage a team of 5+ renewal consultants.
- Schedule and delegate workload between the renewal team to ensure work is completed accurately and timely.
- Ensure quality control by auditing tasks, communication, etc.
- Provide feedback, coaching, and support to the renewal team to drive achievement of established goals.
- Conduct regular one-on-one meetings with renewal staff to actively foster performance, boost morale, and provide personalized support for continuous growth and improvement.
- Collaborate with peers to strategize and improve processes as necessary to optimize the renewal process portfolio wide.
- Maintain in-depth knowledge of Funnel and Yardi systems per company standards.
- Exercise discretion as it relates to confidential resident, property, and company information.
- Compliance with company standards as defined in the Human Resources Policy Manual, E-Way, and applicable laws, e.g., Fair Housing, Landlord Tenant, Local Building Codes, OSHA, and EEOC.
- Perform other duties as assigned or as necessary.
WHAT YOU WILL NEED:
- High school diploma or equivalent, college degree preferred.
- 2+ years of property management, call center, and/or sales experience preferred.
- 2+ years of experience with leadership responsibilities and managing 5+ associates.
- Proficiency in Microsoft Office suite.
- Familiarity with CRM systems and practices.
WHAT THE JOB REQUIRES:
- Work is primarily conducted in an office setting. Requires sitting at a desk or workstation for extended periods. Involves the use of standard office equipment such as computers, phones, and printers.
- This role demands availability for five days each week, with the potential for including weekends in the schedule as necessary.
- Requires the ability to sit or stand for extended periods. Minimal physical effort in the day-to-day tasks.
- This role does not require any travel; work is primarily conducted at the office.
- Thrives in a fast-paced, dynamic work environment.
WHAT YOU WILL BRING TO THE TABLE:
- Provides formal supervision to associates within single functional or operational area.
- Recommends staff recruitment, selection, promotion, advancement, corrective action and termination.
- Plans and monitors appropriate staffing levels and utilization of labor, including overtime. Prepares and delivers performance appraisal for staff.
- Mentors and coaches team members to further develop competencies. Leads by example and models behaviors that are consistent with Essex's values.
- Excellent written and verbal communication skills. Strong organizational and analytical skills. Ability to provide efficient, timely, reliable and courteous service to customers. Ability to effectively present information.
- Ability to comprehend, analyze, and interpret documents. Ability to solve problems involving several options in situations. Requires intermediate analytical and quantitative skills.
- Decisions made with thorough understanding of procedures, company policies, and business practices to achieve general results and deadlines. Responsible for setting work unit and/or project deadlines.
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All full-time regular associates are offered competitive salaries, experience career growth, and are eligible for benefit packages that include medical, dental, vision, paid parental leave, 401k employer match, excellence rewards, wellness programs, and much more. With our Sunday property operations office closures, 10 paid holidays, and 15 PTO days, work/life balance is a priority! Additionally, most positions are eligible for a housing discount of 20%.
Essex provides great communities in which to live, work and invest. We are a purpose-driven company, and we pride ourselves on promoting an internal culture of growth and opportunity by engaging, enabling, and empowering our teams. Working at Essex is not a destination. It is a journey where you can confidently build your career.
The salary range for this position is $71,000.00 - $100,000.00 per year. New hires generally start between $71,000.00 - $86,000.00 per year. The final salary offer will be determined after reviewing relevant factors, including but not limited to skill sets; relevant experience; internal equity; and other business and organizational needs.
This role is also eligible to participate in Essex’s discretionary Annual Bonus program that is commensurate with the level of the position.
