Sr Centralized Success Specialist

GENERAL SUMMARY OF DUTIES:  A customer service-oriented professional responsible for engaging with prospective and current residents to drive lease execution, renewals, application review, and overall customer satisfaction for a portfolio of apartment communities. Accountable for outbound follow-up, relationship-building, and effective communication with both customers and key stakeholders in property operations. Partners with onsite community management for cross collaboration to ensure current and future residents have a positive leasing and renewing experience. 

 

 

SUPERVISION RECEIVED:  Reports to the Team Lead – Centralized Success

 

SUPERVISION EXERCISED:  N/A

 

ESSENTIAL FUNCTIONS:  

 

1.      Conduct proactive outbound communication via phone, email, and text to prospective renters and current residents to generate leases, secure renewals, and maintain occupancy goals within assigned communities.

2.      Provide exceptional customer service by effectively communicating community features, pricing, lease details, and renewal terms, while addressing customer questions and overcoming objections with professionalism and empathy.

3.      Ensure timely responses to applicant inquiries, communicating final application decisions, in accordance with all legal requirements and company policy.

4.      Schedule and complete follow-up tasks to re-engage prospects, applicants and residents based on their desired outreach cadence.

5.      Maintain consistent communication with inbound messages from prospects, applicants, and residence in alignment with our service level agreement.  

6.      Notify the future resident of receipt/approval of the application, prepare resident move-in paperwork, ensure the new resident signs all necessary paperwork (leases, addenda, notices, etc.) and pays applicable deposits. Prepare new residents file according to company requirements.

7.      Coordinates seamless handoffs to the centralized compliance team or on-site teams. Partner closely with on-site management and cross-functional teams to ensure smooth handoffs between the centralized team and property operations throughout the leasing and renewal process.

8.      Utilize Funnel CRM to document all customer interactions, manage follow-up tasks, and maintain accurate, detailed records of prospect and resident engagement in accordance with standard operating procedures and best practices.

9.      Proactively identify at-risk residents (e.g., those indicating dissatisfaction or planning to move) and implement targeted outreach or offers to improve retention and reduce turnover.

10.  Foster trust-based relationships with prospects and residents by delivering a personalized and consultative customer experience.

11.  Capture and relay customer feedback or recurring themes to leadership for process and service improvement.

12.  Ensure compliance with Fair Housing laws, UDR policies, and all applicable regulations related to leasing, applications, and renewals.

13.  Accurately prepare, verify, and communicate lease or renewal terms, incentives, and related details to customers, coordinating with Pricing and Regional Management as needed for approvals.

14.  Provide coverage or support to other specialists (Sales, Renewals, or Application & Leasing) as needed to ensure portfolio balance business goals are met.

15.  Monitor individual performance metrics through Power BI and other reporting tools to assess performance against targets and identify opportunities for improvement.

16.  Maintain consistent communication cadence with leads, applicants and residents to ensure timely responses and effective follow-through on all renewal and leasing opportunities.

17.  Collaborate with peers and leadership to identify and propose process improvements that enhance operational efficiency and elevate the customer experience.

18.  Demonstrate expert knowledge of UDR’s portfolio, market positioning, and value proposition to effectively promote available homes and renewal benefits.

19.  Establish rapport with on-site sales associates at assigned properties across a diverse asset-quality and geographic region.  Facilitate a culture of cross-collaboration between the corporate Centralized Success team and the on-site operations teams.   Leverage customer feedback and performance insights to make data-informed recommendations that support portfolio performance and market competitiveness.

20.  Perform other duties as assigned or as necessary.

PERFORMANCE REQUIREMENTS: Knowledge of organizational policies and procedures.    Ability to apply policies and procedures to solve everyday issues.  Knowledge of basic office practices and procedures. 

 

Must be nimble, learn quickly, and be capable of clearly conveying the value proposition in leasing and renewing. Must display a keen ability to balance the needs of internal and external customers.

 

Must know and follow the Fair Housing laws. Demonstrated skills with customer service.  Knowledge of principles and methods for showing and promoting property. Ability to effectively present information to prospective or current residents. Demonstrated knowledge and familiarity with community and rental property operations. Ability to effectively present accurate information to customers. Demonstrated knowledge of demographics surrounding assigned properties.

 

EDUCATION AND EXPERIENCE:  

 

1.  Bachelor’s Degree or equivalent combination of education and experience required.
2.  Minimum of two years’ experience with demonstrated customer service experience is required.
3.  On-site Property Management experience is a plus.
4.  Must have and maintain a valid driver’s license unless otherwise noted. 

 

Benefits Offered: 

 

• Medical, Dental, Vision Plans
• Medical Flexible Spending Account
• Dependent Care Spending Account
• Lifestyle Spending Account
• Supplemental Term Life Insurance
• Critical Illness Plan
• Supplemental Short-Term Disability Insurance / AD&D Insurance
• Voluntary Long Term Care Insurance
• 401(k) Plan with company match

 

Hourly Range:
• $35/hr. – $35.90/hr., depends on experience

 

Bonus Potential:
• Eligible for 10% annual bonus potential (2.5% quarterly bonus potential), based on personal and company performance 

 

UDR is proud to provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

 

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

 

UDR is committed to providing and maintaining a diverse workforce and an inclusive work environment with equitable access and opportunity for associates to participate, grow, and reach their full potential.