Overview

AvalonBay Communities, Inc., an equity REIT, has a long-term track record of developing, redeveloping, acquiring and managing distinctive apartment homes in some of the best U.S. markets, and delivering outsized, risk-adjusted returns to shareholders. With equal parts experience and vision, we’ve established a leadership position rooted in our purpose of creating a better way to live and that is always focused on building value for the long term.

Creating a better way to live is the purpose that binds AvalonBay associates. We take that purpose seriously and expect you will as well. By focusing on collaboration, innovation, and taking ownership of our choices and actions, we act in ways that focus on creating value for our customers, investors and associates. Your positive, professional, and consistent personal interactions make AvalonBay a great place to work.

The Role

The Renewal Team Manager is responsible for leading and supporting the Renewal Specialists (RS). The Renewal Team Manager will be responsible for coordinating regular calls with the Renewal Specialist associates and representatives of each region for regular updates on renewal progression and any outstanding items that require partnership for resolution. In addition, the Renewal Team Manager will be required to stay current on and communicate regional legislative changes that may impact renewals offers in conjunction with the Pricing and Revenue Management team and local RS representatives.

The Renewal Team Manager will be required to audit phone calls, email correspondence and lease generation for each team member and provide feedback on a weekly basis to each associate. Additionally, they will be responsible for communicating team performance and a plan of action for any associate that is underperforming to the Senior Manager/Director. The Renewal Team Manager will be responsible for creating and maintaining a positive team culture.

The Renewal Team Manager will be responsible for task queue management and closely monitorclosure/completion rates, as well as provide suggested course correction plans for trends of past due items and/or areas of opportunity. The Renewal Team Manager will be responsible for executing renewal pricing and renewal strategy, customer-initiated help requests, renewal escalations, associate performance, negotiations as directed, and coordinating with on-site associates for resident community concerns escalated during the renewal process.

Duties & Tasks

1. Implement plan of execution and provide transparency to the team.

2. Identify & track renewal trends; connect and share findings with onsite teams.3. Send bulk emails.

4. Create a schedule for all Outbound Calls and ensure completion. Adjust as necessary.

5. Layer in additional requests or focus for Priority Communities.

6. Attend and participate in weekly Renewal Manager, POD and PRM meetings as needed.

7. Utilize PowerBi to manage all workstreams and ensure team meets service levels.

8. Create monthly team schedules.

9. Collaborate with Workforce Management to create Genesys queue coverage schedules, include admin days, schedule meetings and OBC time.

10. Work with Renewal Specialists to prepare and attend priority Rev Ops calls; train Renewal Specialists of assigned community to prepare and attend.

11. Provide support and guidance for team questions.

12. Manage regulatory SOPs by market.

13. Create and monitor community assignments and workload - ensure coverage for staff reduction due to illness, vacation, LOA or vacancy.

14. Track batches and work with onsite to ensure timely completion.

15. Assist Sr. Manager in preparation of weekly reports to RS Leadership and other required reports.

16. Manage resident escalations.

17. Manage pricing escalations; provide initial review and prepare for PRM.

18. Ensure associates are motivated and productive in remote environment.

19. Manage associate performance and productivity.

20. Oversee training & onboarding and for new hire integration.

21. Manage associate performance; measure output compared to goal and hold team accountable.

22. Partner with HR to conduct timely counseling’s.

23. Conduct weekly 1:1s with each team member to provide regular feedback.

24. Prepare and facilitate biweekly team meetings.

25. Calibrate calls weekly and provide coaching to associates on quality/performance.

26. Complete QA audits for every associate.

27. Manage scorecard performance and address disputes.

28. Complete Midyear check-ins/Goals and End of year evaluations

You Have...

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Additionally, the requirements listed below are representative of knowledge, skills and or ability required.

Education:

• High School diploma or equivalent (GED) required.

• Bachelor’s degree in Business or related field, or in lieu of a degree, history of progressive experience in responsibility and supervisory roles.Experience:

• Minimum of two years People Managing/leadership experience.

• Minimum three years leasing experience and/or customer service in a contact call center or shared services environment.

• Minimum of two years supervisory experience in a contact call center or shared services center or fast paced office operations environment preferred.

Knowledge, Skills, and Abilities:

• Demonstrates strong team leadership, communication, and organizational skills.

• Negotiation experience with a proven record to meet or exceed renewal revenue goals.

• Ability to work across differing technology platforms (inc. Salesforce).

• Excellent organization and prioritization skills.

• Works independently, receives minimal guidance.

• Possesses customer service knowledge and ability to deliver exceptional customer service as demonstrated by prior work experience.

• Ability to read and write English as demonstrated by clear and concise written and verbal communications. Demonstrated ability to create and deliver group presentations on function related subject matter and to write reports in a clear, concise form.

• Ability to perform Microsoft Office applications such as word processing, presentations, and spreadsheets at a level consistent with the essential functions of this job.

• Time management and organizational skills as demonstrated by prior work experience.

• Ability to coach and train subordinates as demonstrated by prior work experience.

• Analytical skills as demonstrated by prior work experience.

• Teamwork skills as demonstrated by prior work experience.

Must meet minimum Internet speed requirements of 25mbps upload and download hardwired. Wifi is not allowed. These are the network requirements order to work remotely.

How AvalonBay Supports You

We know that our teams are the beating heart of our success and we’re committed to showing our appreciation.We offer:

• Comprehensive benefits; click on Benefits Employee Benefits at AvalonBay | Careers at AvalonBay for detailed information on our various role-based benefits offerings, which may include health, dental and vision, 401(k) with company match; paid time off, an employee stock purchase plan, a discount on our incredible apartment homes, cell phone reimbursement and more.

• Growth based on achievement and promotion from within.

• Associate recognition (a company-wide recognition program that celebrates associate efforts and successes in contributing to the overall success of the organization!)

• A culture built on purpose and our core values - A Commitment to Integrity, A Spirit of Caring, and A Focus on Continuous Improvement.

Additional Info

AvalonBay is proud to be an equal opportunity employer and is committed to an inclusive and diverse work environment free of discrimination and harassment. We believe that in order to achieve our purpose of creating a better way to live, we must recruit, develop and retain associates with a wide range of backgrounds, experiences and perspectives and create an environment that encourages all voices to be heard, understood and appreciated. With this we know we can do great things.AvalonBay makes employment decisions without regard to a person’s race, ethnicity, color, religion, sex, national origin, sexual orientation, gender identity, pregnancy (including childbirth, lactation or related medical conditions), age, physical or mental disability, genetic information (including characteristics or testing), citizenship status, military or veteran status, or any other status protected by the law.

AvalonBay will consider for employment qualified applicants with criminal histories in a manner consistent with requirements under the law.

For California residents, if you elect to apply to AvalonBay you accept the AvalonBay California Personnel Privacy Notice

Applications are accepted in an ongoing basis.