Renewal Representative - Remote

At Equity Residential, we're dedicated to creating thriving communities, and we invite you to be part of our team. Embracing values like Diversity, Sustainability, and Total Wellbeing, we foster a workplace culture of authenticity and collaboration.

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 

What You’ll Be Doing:

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, inContact, 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.

What You’ll Need to Thrive:

• A high school diploma or equivalent is required; a …