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Evergreen Residential · 4 hours ago

Manager, Retention

Dallas, TX

Full-time

Onsite

Mid, Senior Level

5+ years exp

Evergreen Residential is a high growth Real Estate Company focused on the single-family residential and build-to-rent sectors. They are seeking an experienced Property Management professional to lead the Retention team, manage the lease renewal process, and improve resident retention strategies.

Real EstateReal Estate InvestmentResidential

Responsibilities

Supervise and guide Retention Specialists in all aspects of the renewal process

Conduct regular team meetings to share updates, best practices, and process improvements

Assign, prioritize, and monitor workloads to ensure timely completion of applications

Provide ongoing coaching, training, and performance feedback to team members

Provide leadership with actionable recommendations to improve retention processes and ensure KPIs are consistently met or exceeded

Ensure effective communication to all eligible residents with upcoming expirations

Review all systems for Lease Expirations, Base Rent, Occupants, Uploads, and Lease charges for accuracy and regularly report on progress and/or issues identified

Ensure generation of weekly reports: renewal status, resident feedback, and retention rates

Review all Month-to-Month residents to confirm they are being charged necessary fees

Work with Maintenance and/or field crew to schedule any necessary property inspections to verify condition or evaluate upgrade options when needed

Review price/term negotiations with Revenue Management for their approval

Verify residents are compliant with current renter’s insurance, utility, city code, and Evergreen policy requirements

Audit all completed renewals for accuracy

Manage room-mate promotions details/process and amend lease as needed

Manage property transfer requests, collaborating with field teams to ensure current property inspections are completed and that residents meet all necessary criteria

Work to reduce resident turnover by communicating effectively and in a timely manner, and identifying creative resolutions to help ensure residents are provided with the highest level of service

Manage the NTV process by communicating effectively with residents, generating NTV when needed, preparing market analysis for management, and following up through completion of NTV to ensure the move out process is scheduled accordingly

Oversee the entire lease renewal process from initiation to execution across all markets

Handle resident concerns and escalations related to lease renewals in a timely, professional manner

Maintain quality control and consistency in CRM documentation

Be polite, professional, and courteous in all interactions both internal and external, and respond to all correspondence with urgency

Troubleshoot customer inquiries and work towards one-step resolution

Contact all Residents that have submitted their Notice to Vacate and try to retain by offering solutions and displaying high level customer service

Keep residents informed and educated on what to expect with their upcoming lease expirations, renewal process, rent increases (market rate knowledge), and potential fees

Provide local comps to residents when needed to educate them on current market value of their home

Be a collaborative partner and team member, assisting as needed with projects & processes

Other Duties as assigned by leadership

Qualification

Property ManagementCRM SystemsTeam LeadershipHousing Choice VoucherMicrosoft Office SuiteAnalytical ThinkingCommunication SkillsProblem-SolvingAttention to DetailAdaptability