Renewal Specialist

Remotemid

Customer SuccessRenewals Specialist

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Quick Summary

Overview

This is a remote work from home position with occasional travel to our properties. Candidates based in Eastern Washington or Idaho are highly preferred. At a minimum,

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Customer SuccessRenewals Specialist

This is a remote work from home position with occasional travel to our properties. Candidates based in Eastern Washington or Idaho are highly preferred. At a minimum, candidates must live in Washington, Idaho, Montana, or California, within driving distance of an 11 Residential community.

Who We Are
11Residential is a property management company specializing in residential multifamily properties in the Western United States. Our mission is to provide a quality living environment that enhances the lives of our residents. We firmly believe that when employees feel valued, our communities prosper. Guided by our foundational principles of integrity, compassion, teamwork, inclusion, growth, and customer service, we are dedicated to fostering an engaging and supportive workplace culture.
      
We are interested in finding talented individuals who are driven and empowered to become successful as they help build comfortable and welcoming communities. Throughout our company, you will find the guidance and support needed to inspire and challenge you to achieve success. Come join Team 11 in shaping exceptional living spaces for all!

Discover more at about us and our communities at https://www.11residential.com.

Position Summary
As a Renewal Specialist, you’ll be one of two members of a new centralized team focused on remotely managing lease renewals across our portfolio. You’ll own a high volume of renewals from outreach through signed lease, partnering with site teams to make sure resident concerns are heard and resolved.

Your responsibilities will include renewal communications, resident follow-up, leasing support and helping refine our retention strategies. Your work will directly affect resident retention and the stability and growth of our portfolio. This role is a chance to build lasting relationships and make sure residents feel valued and at home. On a scale of 1 to 10, we strive for an 11!

What you'll be doing

Manage high-volume customer outreach with timely communication and follow-up through renewal workflows.
Write, document, and plan clear, thoughtful written and verbal communications that promote resident retention and renewals.
Work with site-level office and maintenance teams to follow up on resident issues, concerns, and needs.
Support revenue management by applying renewal pricing guidelines and escalate issues outside the scope of the role to the appropriate leaders.
Track and report renewal and retention activity, including renewal status, notices to vacate, and reasons residents give for moving out.
Support leasing across multiple properties by managing the prospect queue, following up on leads, and scheduling tours and appointments for site teams.
Maintain accurate resident records, communication logs, and renewal documentation within the appropriate systems.
Share feedback and insights from resident interactions to help improve retention and renewals.
Ensure all resident and prospect communications comply with Fair Housing laws and company policies.
Perform other duties as assigned by management based on business needs.

Education and Qualifications

3+ years of experience in multifamily property management is required.
Proven track record of success in leasing and resident retention.
Strong sales and customer service skills, with a knack for building rapport and turning conversations into results.
Excellent verbal and written communication skills across phone, email, and text messaging.
Flexible, adaptable, and comfortable working in a new and evolving role.
Working knowledge of Fair Housing laws and lease renewal practices.
Proficiency in property management software required. Experience with Yardi, CRM IQ, RentCafe, and HappyCo preferred.
Proficient in Microsoft Office Suite including Word, Outlook, Excel, and Teams.
Bilingual in English and Spanish is a plus.
Possess a high level of integrity and compassion with an emphasis on teamwork, inclusion, growth, and customer service.
Must be able to work remotely from home within an area and state where 11 Residential manages properties, and be able to occasionally travel to sites for in-person support.
Hold and maintain a valid driver's license and have reliable transportation.
A high school diploma or GED is required.
Must be able to work remotely from a home office with occasional travel to properties.

Compensation

The base compensation range for this position is $27 to $31 per hour (based on experience and skills).
In addition to the base pay, this role offers exciting opportunities for performance-driven commissions and tiered performance bonuses. Join us on this exciting journey where your hard work and dedication are not only valued but also rewarded. 
This position also offers a Work From Home Stipend of $450 for your home office setup.
Exact compensation may vary based on skills, experience, and location.

Benefits

Medical, dental, and vision insurance coverages.
Health savings account.
401(k) with a 4% company match.
30% Employee Rental Discount based on availability.
Mileage Stipend or reimbursement for travelling positions.
Education Reimbursement program.
Paid Time Off – Vacation, Sick, Paid Holidays, Birthday Holiday, Service Day, and Health & Wellness Day.
Exciting growth and development opportunities.

Physical Requirements
To successfully perform the essential functions of this job, the employee must be able to:

Perform work in a professional and home office environment.
Must be able to use standard office equipment such as computers, phones, photocopiers, and fax machines.
Regularly required to sit, and to move about the various work environments to train, monitor and ensure compliance with all company requirements.
This role requires the ability to walk the property (or properties) regularly, including climbing stairs, to show apartment homes and amenities to prospective residents.
The position may involve standing for extended periods and moving throughout the community in various weather conditions.
Verbally communicate with employees, co-workers and customers in person, virtually, and by phone.
Lift, push, and pull up to 25 pounds.
Travel to various worksites that may require overnight stays, flights, and/or prolonged travel in a vehicle.

The above statements are intended to describe the general nature and level of requirements for the work being performed by associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed. 

EEO Statement
11Residential is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity and expression, national origin, age, disability, or any other protected status with respect to recruitment, hiring, promotion and other terms and conditions of employment. 

You must be able to pass a criminal background check and drug test. A positive result of Marijuana/THC does not disqualify candidates in states where it is legal.