Centralized Operations Support Intern

UDR, Inc. is now hiring a Centralized Operations Support Intern to join our team at our corporate office in Highlands Ranch.

GENERAL SUMMARY OF DUTIES:  Develop customer focused skills in a corporate office environment. Responsible for successfully partnering with onsite community management for cross collaboration to ensure future and current residents have a positive touring/leasing, approval and lease signing, and renewal experience. Adheres to a high standard of Sales, Application/Lease, and Renewal best practices as outline by Management.  

SUPERVISION RECEIVED: Reports directly to the Manager of Centralized Sales, Manager of Centralized Renewals, Manager of Centralized Application and Leasing, or Sr. Manager of STF/CH

SUPERVISION EXERCISED: N/A

ESSENTIAL FUNCTIONS:

Operate alongside sales and revenue specialists, supporting a specific centralized team in their day to day operations. Develop skills in working in a professional corporate environment.  

Centralized Sales
 

1. Complete outbound new lead follow-up to prospective renters via text, email, and phone. Heavy focus on engaging prospects in leasing conversations at assigned UDR communities. Follow lead management best practices at all supported communities.
2. Develop skills in communicating with prospects about the apartment communities’ selling features and match prospective renters to apartment homes that meet their specifications. Sharpen you ability to  overcome objections, cross sell, and upsell floor plans and/or communities whenever possible. Relay property specific information through resources provided.
3. Set appointments for prospects to tour communities based on apartment availability.
4. Work in conjunction with your team to adhere to weekly/monthly sales metrics.
5. Strengthen your ability to balance a high volume of new lead outreach alongside ongoing conversations with new/existing prospects.
6. Learn to effectively work within a Customer Relationship Management (CRM) System to document all prospect interactions, create/utilize prospect journeys and schedule future follow ups.
7. Ensure follow through on engaged prospects until considered “disengaged.” Manage time efficiently responding to newly responsive leads or to existing leads as they respond to automated outreach. Change prospect status accordingly.
8. Utilize online leasing to secure applications from prospects via the website. Assist in screening, troubleshooting, and conduct hand off to Centralized Application and Lease team once application fully submitted.
9. Gain experience in high-level meetings addressing team and market performance aimed at improving the overall revenue trajectory.
10. Gain training and experience in cross-departmental functions aimed at better understanding the core functions of the business.
11. Perform other duties as assigned or as necessary.

Centralized Application and Lease

1. Gain experience and knowledge by administering full cycle application review, approval/denial, income verification (if applicable) lease generation and collection of the applications within a designated region or area. Verify application qualifications. Ensure accuracy of lease information and collect signatures within required timeline
2. Learn how to verify   Government issued photo IDs, parking/vehicles, pets, and other rentable items prior to generating the lease.
3. Collaborate with Business Managers to ensure ledger adjustment accuracy through adjusting resident ledgers and apply concessions in accordance with applicable specials.
4. Improve customer service skills through Notifying the future resident of receipt/approval of the application, prepare resident move-in paperwork, ensure the new resident signs all necessary paperwork (leases, addenda, notices, etc.) and pays applicable deposits. Communicate and verify compliance with mandatory renters’ insurance as per company policy (if applicable) and Rhino before move in.
5. Utilize UDR legal team to master audit requirements, federal, state and local fair housing regulations regarding the application process, lease creation, collection of all resident documents and unit vacant days.
6. Acquire the skillset to thoroughly complete and enter application information into Sugar CRM. Learn to maintain meticulous notes in Sugar CRM, Onesite, email and Textline.
7. Gain training and experience in cross-departmental functions aimed at understanding the core functions of the business.
8. Perform other duties as assigned or necessary.

Centralized Renewals
1. Complete outbound follow-up to residents in pending stages of lease renewals via phone, email, and text. Heavy focus on customer service; including residents that are on notice to vacate, have lease renewal requests/questions, or necessitate service from the UDR Corporate Office.
2. Become proficient in selling techniques through discussing lease renewal terms and rates with residents, selling the benefits of renewing a lease over moving out. Learn to  become capable of overcoming objections and discussing the impact of current market conditions on renewal rates. Manage the flow and promotion of early-bird renewal offers and pricing resets. Create a sense of urgency.
3. Bring rate negotiations, unit upgrade requests, and/or lease term length negotiation requests to Pricing or Regional Management for guidance on next steps. Enter service tickets in OneSite for maintenance requests.
4. Reset expired offers or adjust renewal offer amount based on approved rate or lease term negotiations.
5. Audit rentable and non-rentable items to ensure accurate renewal pricing. Ensure valid renters’ insurance is on file for each resident upon renewal or opt the resident into the company provided insurance.
6. Manage and maintain an Excel renewal tracking spreadsheet/file and Sugar CRM, including formatting and filtering daily, to track pending renewals/NTV’s. Update and maintain resident records in the property management system with attention to detail in documenting brief, but specific notes on every follow-up completed.
7. Ensure follow through on all residents until they have signed their renewal or given notice and moved out. Manage time efficiently with meticulous attention to timely customer service.
8. Perform other duties as assigned or as necessary.

Short Term Furnished/Corporate Housing

1. Gain knowledge by assisting in the daily operations and administration of UDR’s corporate housing and short-term furnished rental programs
2. Provide thorough support in administering corporate client rental documentation, applications, and lease paperwork. Communicate professionally with both corporate and personal clients to verify key lease details, including rental rate, move in date, pet policies, parking arrangements, and lease terms. Ensure all required information is accurate and complete to facilitate the creation of lease agreements.
3. Develop communication skills by working with vendors, furniture deliveries and internet installs including coordination with onsite teams on day of move ins.
4. Assist with and maintain Excel STF tracking. Update and maintain resident records in the property management system with attention to detail by adding specific notes.
5. Become proficient by thoroughly completing and entering application information into Sugar CRM and follow-up to ensure tasks are completed.
6. Provide Textline support by responding to inquiries and selling furnished housing to prospects. Qualify and match prospective renters to apartment homes that align with their needs. Redirect qualified prospects to the sales associate and collaborate all information received.

TYPICAL WORKING CONDITIONS: Normal office environment. Weekend work and/or split schedule possible.

EDUCATION AND EXPERIENCE:

1. Working towards an Associate Degree or Bachelors Degree is preferred.
2. High attention to detail is required.
3. Customer relationship development experience is preferred.
4. Office administration experience preferred.
5. Property management/leasing experience preferred.
6. Must have and maintain a valid driver’s license unless otherwise noted.