Renewal Specialist I

About the Role

The RS I manages inbound resident communications via call queues, email and help requests, delivering timely responses that meet quality and service standards. They track active and undecided renewals, initiate outbound contacts, monitor renewal acceptance and report resident sentiment and trends to the Renewal Team Manager. The position reports directly to the Renewal Team Manager and works closely with Community Managers and on‑site associates. • Execute the renewal strategy defined by the Renewal Manager for assigned communities. • Monitor renewal performance, identify trends, and share insights with the Renewal Manager. • Conduct resident outreach for unresolved renewals via calls and follow‑up emails. • Perform additional outreach in underperforming communities using calls, emails, reoffers, and collaboration with on‑site staff. • Promote resident retention by identifying needs, offering solutions, handling objections, and negotiating renewal rates when applicable. • Maintain knowledge of assigned communities and competitors, including features, benefits and pricing. • Use PowerBI to review and manage renewal performance for assigned communities. • Act as the community expert, providing comprehensive answers to Renewal Support Team inquiries. • Adhere to CCC Quality Assurance Program expectations and meet defined service levels in all resident communications. • Collaborate with team members and management to sustain high customer satisfaction and resident retention. • Manage community‑specific regulatory SOPs and ensure compliance with AVB policies, federal, state and local laws, including Fair Housing. • Ensure prompt, accurate data entry into information systems and assist with administrative reports. • Effectively collaborates with colleagues and on‑site associates to resolve issues. • Builds rapport and conveys product features, benefits and value propositions persuasively. • Utilizes technology platforms for communication, renewal management and accurate data entry. • Manages time effectively to meet service levels and sales objectives across multiple communities. • Takes ownership of and resolves customer issues independently.

Key Responsibilities

• ▸renewal management
• ▸powerbi reporting
• ▸resident outreach
• ▸data entry
• ▸compliance oversight
• ▸customer service

What You Bring

The Renewal Specialist I (RS I) ensures a positive, professional experience for residents throughout the renewal process. The RS I assists residents with personalized renewal journeys, provides information to help informed decisions, and supports community, portfolio and organizational renewal goals. The role covers multiple assigned communities and provides assistance to any community in the portfolio as needed. • Skilled in sales and customer service with strong negotiation, listening and follow‑through abilities. • Able to negotiate to meet or exceed renewal revenue goals. • Demonstrates excellent verbal and written communication. • Adapts to changing priorities in a fast‑paced environment. • Learns new products and sales techniques quickly. • Understands and complies with federal, state and local laws, including Fair Housing, and company policies. • High School diploma or equivalent (GED) required. • At least 1 year of multifamily or related property‑management experience preferred. • Sales experience with negotiation responsibilities preferred. • Minimum internet speed of 25 Mbps (upload/download), hard‑wired connection required; Wi‑Fi not permitted for remote work.

Requirements

• ▸negotiation
• ▸sales
• ▸customer service
• ▸high school
• ▸1 year
• ▸25mbps

Benefits

AvalonBay supports its associates with comprehensive benefits including health, dental and vision coverage, 401(k) match, paid vacation and holidays, tuition reimbursement, employee stock purchase plan, and a 20 % discount on its apartment homes. The company encourages growth through achievement‑based promotion, offers associate recognition programs, and promotes a culture built on integrity, caring and continuous improvement. The organization values responsibility, customer focus and strong leadership, offering competitive compensation and benefits to attract new talent. Candidates are invited to introduce themselves to recruiters for potential matches.

Work Environment

Office Full-Time