Leasing and Resident Relations Specialist

Tricon is an owner, operator and developer of single-family rental homes in the U.S. and multi-family apartments in Canada. Our commitment to enriching the lives of our employees, residents and local communities underpins Tricon’s culture and business philosophy. We provide high-quality rental housing options for families across the United States and Canada through our technology-enabled operating platform and dedicated on-the-ground operating teams. Our development programs are also delivering thousands of new rental homes and apartments as part of our commitment to help solve the housing supply shortage.

Job Description

The Single-Family Rental Community (SFRC) Leasing and Resident Relations Specialist is a sales and customer service-focused role which reports to the Regional Community Manager, or Community Manager, where applicable. This is a selling position held in equal partnership with the Centralized Sales Hub. The Specialist and their hub counterpart share ownership of every lease across an assigned cluster of communities — not a single site, and not in a support capacity. This is a sales position which will consistently uphold our commitment to provide exceptional communities that invite, inspire, and feel like home for our clients and residents. This role will drive the success by ensuring that both the community and team exceed the service standards that we live by.

This position will work at our SFRC Tricon Trinity Falls located at 2545 Finch Hollow Dr, McKinney, TX 75071. The schedule will be Tuesday- Saturday, 9am-6pm

Essential Duties and Responsibilities include the following but are not limited to the job specifications contained herein.  Additional duties or job functions that can be performed safely may be required as deemed necessary by supervisory personnel.

Leasing/Marketing

• Ability to work collaboratively with and support the SFRC team, Centralized Sales Hub, and cross departmentally when required. The partnership with the Hub is an equal one, with shared accountability for leasing results.
• Ability to sell the value of the SFRC and identify the client needs by performing all leasing activities, conducting property tours, remotely assisting with virtual/self-tours, and ensuring all leads are followed up with (and closed) in a timely manner.
• Excellent performance in follow up and professional communication to prospects, residents, competitors, builder partners, team members, and vendors.
• Ability to be flexible and able to travel to multiple market SFRCs to aid in or perform tours and unit/property inspections upon request.
• Keen awareness of the business goals (i.e. monthly leasing goals, occupancy goals, resident satisfaction scores/reviews), and confidence and experience to contribute valuable ideas to increase velocity as needed.
• Ability to successfully strategize and execute on outreach marketing opportunities on a minimum monthly basis by working with local businesses, brokers, realtors, multifamily locators, and any other creative or relevant resources in the local market to drive referrals to the community.
• Ability to consistently perform documented (daily) community and tour path walks/audits, ensuring that the community is show-clean, safe, and functional, and confirming that all vacant homes are show-ready by completing sparkle cleans, adding flyers/media for presentation, and ensuring work is completed.
• Ability to take lead as the subject matter expert for the community’s sub-market, keeping in tune with competitive communities, prospect profiles, and surrounding employment base.
• Effectively complete monthly SFRC Market Surveys and other various reporting
• Establish a strong partnership with the Marketing Team to help build brand awareness by offering solutions and providing feedback, stories, photos, etc.
• Ability to enhance social media posts, grow qualified leads, encourage resident and broker referrals, and increase a culture of resident engagement.
• Ability to analyze and report key performance factors for the community to SFRC Leadership on items such as consistent prospect feedback, new competition offerings and features, safety concerns, and any opportunities for increased success at the SFRC.

SFRC Sales Partnership — Hub, Elise AI and Cluster Coverage 

• Own an assigned cluster of SFRC communities alongside a named hub counterpart, and sell every available home in that cluster rather than only the community you sit at. 
• Where Elise AI makes the first outreach and the hub works the second and third, take the fourth — the conversation that builds value and moves the client to a decision. 
• Call every booked tour to confirm it, and introduce yourself by name as the client’s go-to from that point forward. 
• Take the tour yourself, in person or remotely, anywhere in your cluster. 
• Close. Either you or your hub counterpart closes every opportunity; if you do not, it returns to the hub rather than going cold. 
• Call applications that stall before submission. A stall is usually a question, and a call gets it submitted. 
• Share credit on every lease with your hub counterpart, so that handing a client off costs neither of you. 
• Join a daily huddle with your hub counterpart and submit a recap from your side that feeds one shared report by person, community and market. 

Resident Management

• Route resident issues and maintenance and service requests to the Resident Support Manager team, with escalations to the Regional Community Manager, so that selling time is protected
• Anticipate and resolve all resident issues and concerns while maintaining empathy and a win-win mindset.
• Possess active listening skills and seek to understand root causes of resident, community, and team issues. Must be solutions minded, and willing to work alongside others to create positive outcomes for all involved.
• Must be a culture champion among the team as well as in the community, representing Tricon’s Guiding Principles and Purpose Statement at all times.
• Possess strong customer service skills and mindset – demonstrating a passion for resident satisfaction. Must be willing to go above and beyond to ensure residents feel valued, heard, and have their issues resolved in a timely manner.
• Solicit positive online reviews, share resident stories and wins, and ensure that the leasing, application, move in, and retention experiences are first in class.
• If needed, Audit all move ins to ensure they are in accordance with the Move In Checklist.

Community Management

• Possess superior organization and timely documentation practices 
• Thoroughly inspect the SFRC community daily to identify any potential concerns ranging from construction issues, resident violations, landscape, and common area conditions
• Cultivate a positive community environment, inclusive of but not limited to the planning and execution of resident events.
• Uphold a sense of pride in the SFRC product, ensuring that the community reflects the expectations of Tricon Residential standards. 
• Must be skilled in problem solving, with the ability to vocalize and enforce creative solutions when necessary for the benefit of the community, residents, or team members.
• Possess superior organization and timely documentation practices
• Thoroughly inspect the SFRC community daily to identify any potential concerns ranging from construction issues, resident violations, landscape, and common area conditions
• Assist the SFRC managers with the weekly Community Manager Report by providing insight and/or updates on maintenance, residents, prospects, major employers, and new construction in the submarket.
• Cultivate a positive community environment, inclusive of but not limited to the planning and execution of resident events.
• Uphold a sense of pride in the SFRC product, ensuring that the community reflects the expectations of Tricon Residential standards.
• Seek opportunities to enhance resident and community engagement and maintain a mindset of professional and operational growth.
• Must be skilled in problem solving, with the ability to vocalize and enforce creative solutions when necessary for the benefit of the community, residents, or team members.

Qualifications:

• Passionate about providing an exceptional customer experience
• Strong sales experience required.
• Sense of urgency to close leases with the ability to commute to multiple locations within the market.
• Ability to work a flexible schedule, including all weekends.
• Comfort in learning new software platforms and utilization of technology
• TX Real Estate License
• Attention to detail
• Ability to manage MLS listing for the SFRCs in the market.

Minimum Requirements:

• Bachelor's degree in a relevant field
• MUST HAVE A TEXAS REAL ESTATE LICENSE
• Two years of customer service experience is preferred.
• Excellent communicator, both verbal and written.
• Bi-lingual is a plus.
• Available to work weekends.
• Professional appearance and demeanor.
• Multi-tasking and organizational skills – demonstrated ability to perform multifaceted projects in conjunction with daily activities.
• Good reasoning abilities and sound judgement.
• Reliable transportation resource and ability to travel to multiple sites in the market with valid insurance and driver's license. 

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job, including:

• Frequently required to sit; talk; and hear.
• Occasionally required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; and stoop; kneel; or crouch.
• Occasionally lift and/or move up to 25 pounds.
• Vision abilities required by this job include close vision, distance vision and depth perception.

At Tricon, we are committed to creating a workplace where every individual is valued for their unique contributions, experiences, voices, and backgrounds. By embracing these principles, we aim to positively impact our business and the communities we serve, creating a lasting legacy where everyone can thrive.