Customer Retention Manager jobs in Columbus, OH

This position qualifies for a $1,000 sign-on bonus, eligible after 90 days of employment.

POSITION SUMMARY

The Manager of Resident Retention will lead efforts to optimize lease renewals for multiple (5 ) assigned communities, manage social media content for each community, and will partner with property management and other functional areas to resolve resident concerns, providing excellent customer service.
 

RESPONSIBILITIES, include but are not limited to:

Lease Renewals/Social Media

• Proactively engage with residents with upcoming lease expiration dates to negotiate and secure lease renewals
• Execute weekly renewal messaging to residents with expiring leases
• Draft, review, and execute all lease renewals, making sure to include required items such as updated pet record, parking charges and renter's insurance
• Partner with marketing team to develop and launch social media content for assigned properties
• Serve as an active “Social Media Ambassador” for Berkshire and assigned communities
• Monitor resident and prospect ratings and reviews on social media platforms (Apartment Ratings, Google, Yelp, etc.) identify and summarize positive and negative themes; communicate to Property Manager and leadership 
• Partner with marketing, property management and other functional areas to develop and execute strategies to drive positive resident reviews and minimize negative feedback
• Collaborate with the onsite teams to launch resident retention programs, coordinate and host resident appreciation days and special functions as needed;  gather resident feedback on events and recommend enhancements to property management and leadership
• Actively promote Berkshire Perks Program within assigned communities
• Assist residents via phone, email and in person with questions and service requests in a kind, courteous, respectful manner. Create and execute solutions and follow through to ensure resident satisfaction
• Understand the Customer Satisfaction Program for both residents and prospects; assist team in achieving customer satisfaction score goals
• Maintain awareness of the competitive advantages of assigned communities.  Develop knowledge of apartment homes and neighborhood, local market conditions, competitors, and trends. Contribute ideas to the Property Manager for marketing property and for improving resident satisfaction
• Contact a person of authority should any situation warrant an action or decision not included in duties and responsibilities
• Maintain a positive, courteous, welcoming, and professional demeanor in all interactions with residents, future residents, and co-workers
• Conduct all business in accordance with company policies and procedures, Fair Housing, Americans with Disabilities Act, Fair Credit Reporting Act, and all other laws pertaining to apartment communities

Customer Service

• Draft and send resident communications as need through email, Microsoft Teams, and memos in Yardi, ensuring all communications adhere to Berkshire branding standards, are grammatically correct and free of typographical and spelling errors
• Routinely check email throughout the day and respond to messages from designated customer service line in a timely fashion

Marketing/Brand Awareness

• Maintain awareness of local market conditions and trends; shop competitor communities as assigned
• Develop an understanding of Yieldstar Rent Revenue Management Systems; collaborate with revenue management team on matters related to assigned properties as needed
• Develop an understanding of Berkshire THRIVE/ESG initiatives and collaborate with sustainability team to highlight ESG efforts as part of resident retention
• Effectively use email campaigns to market assigned properties

Administrative

• Consistently demonstrate use of tact and discretion.
• Routinely check email, voicemail, and Microsoft Teams messages throughout the day and respond to all communications in a timely manner
• Assist the Property Manager, Assistant Property Manager and/or Leasing Consultants/Directors in preparation of reports, resident communications, market surveys, etc.
• Manage and communicate lease renewal and resident/prospect feedback data and metrics
• Attend meetings and complete all assigned training sessions as required
• Consistently adhere to Berkshire’s Onsite Apparel Standards Policy
• Enter time worked in timekeeping system including time taken for lunch breaks
• Maintain up to date performance and development goals in employee management system
• Maintain computer hardware, software and supplies in accordance with IT and Training Departments advice/instructions

General

• Maintain awareness of all internet advertising/marketing campaigns affecting assigned properties, assist with corrections as needed by providing feedback to Property Manager, Leasing Director or Leasing Coordinator
• Understand Berkshire’s Performance Matrix and the Leasing Team’s contribution to achieving target Matrix points
• Know budgeted occupancy/revenue, current occupancy, and the leasing goals necessary to achieve budget
• Perform any additional duties assigned by Property Manager, Regional Manager, Regional Vice President and Senior Vice President
• Provide on-site back-up coverage for assigned properties as needed 
• Follow and support Berkshire’s core values of trust, honesty, integrity, respect for others, drive for excellence and commitment.  Consistently model Berkshire behavioral standards 

JOB QUALIFICATIONS/REQUIREMENTS, include but are not limited to

Educational/Technical Requirements

• High School diploma or equivalent highly preferred
• At least 2 years of experience in  a leasing or property management position within the multifamily residential real estate industry
• Ability to utilize Microsoft Suite Office Products (Word, Outlook, Excel, etc.) and the internet to perform job functions
• Understand how to use the computer key board quickly and accurately; ability to utilize telephone headset throughout the workday
• Knowledge of all aspects of resident retention strategy and social media posting
• Strong written and oral communication skills, able to demonstrate proper usage of grammar and spelling

Berkshire Residential offers an excellent benefits package, focusing on our employees’ total health and wellness. We offer programs and incentives that promote physical, mental, financial, and behavioral wellbeing both within and beyond our workplace. Please visit our Careers page for full details – and to learn more about how we value our employees.

Berkshire Residential values diversity, equity, inclusion and belonging. Berkshire is committed to providing equal opportunity in all practices, including employees and applicants for employment. We ensure that decisions affecting employees are made without regard to their race, color, creed, national origin, age, disability, gender, gender identity, sexual orientation, or any other protected status.  EAS123

This position qualifies for a $1,000 sign-on bonus, eligible after 90 days of employment.