Job Description

TITLE: Resident Retention Specialist

REPORTS TO: Director of Marketing

JOB SUMMARY:

SYNC Residential is passionate in the belief that those within our reach deserve comfortable homes, bright futures, exemplary performance, and meaningful reactions. The Resident Retention Specialist aides in the execution of this vision by supporting the on-site and corporate teams in delivering exceptional living experiences through superior customer service.

DIMENSIONS:

Responsible for creating positive experiences through a culture of respect, transparency, and effective communication.

ESSENTIAL DUTIES:

Online Reputation

• Research and respond to all reviews across multiple platforms in a professional manner, within 24 hours when possible.
  • Positive reviews respond to and share with respective supervisor
  • Research negative reviews, respond, and defer when necessary
• Identify satisfied residents and encourage reviews on all channels while reminding them of resident rewards program
• Monitor and manage Satisfacts survey responses and

Resident Experience – Connect with residents using various contact methods including telephone call, email (wecare@syncre.com), or text to ensure service quality, all communication to be documented in resident file.

• Respond to "High Priority" resident surveys to ensure resolution with respective on-site teams

• Automate resident birthday message through ResMan integration for improved resident relationships

• Manage resident complaints, mitigate through resolution, and document all communication in ResMan communication log

• Keep residents updated with timely information about progress towards resolving issues, and facilitate a resolution in a timely manner by involving the appropriate channels

• Monitor Community Rewards to ensure on-site teams are engaging residents and meeting benchmarks as outlined by Modern Message

• Increase brand awareness within industry organizations (HAA, HAA Next, etc.) and community service

Measuring Success

• Create, analyze and interpret a reporting system to monitor the personal contact of the move in experience quarterly
• Create, analyze and interpret a reporting system to monitor the quality control of completed service requests monthly
• Analyze and interpret online reputation management reports monthly, quarterly and annual data related to online reputation and make recommendations
• Analyze the CRM Surveys and interpret reports monthly, quarterly and annual data related to resident needs, and make recommendations

RELATIONSHIP WITH OTHERS:

Has working relationship with the Director of Marketing, Regional Managers, and Property Managers. Has contact with vendors, company executives, corporate personnel, and residents. Participates fully in staff meetings and designated company training programs.

EDUCATION AND EXPERIENCE:

• High School Diploma or GED
• A minimum of two years’ experience in Customer Service or Call-center experience
• Multifamily experience highly preferred
• Ability to diffuse escalated calls in a calm and professional manner
• Organizational skills with the ability to manage numerous projects and priorities at once
• Proficient in Microsoft
• Excellent oral and written communication skills
• Experience with ResMan property management software is preferred
• Strong customer services, communication, and organizational skills
• Detailed orientated and ability to multitask
• Ability to make independent decisions and handle emergency situations professionally
• Excellent interpersonal communication skills to delivery customer service, handle irate residents, and build positive resident relationships.
• The ability to work well in a fast-paced environment

BENEFITS:

• Medical, dental, vision, disability and life insurance
• 401(k) with employer match
• Generous paid time off

Powered by JazzHR

arWMkjAPf2