Equity Residential
Job Category: Property Operations
Job Description:
At Equity Residential, we’re dedicated to creating thriving communities, and we invite you to be part of our team. Embracing values like Diversity, Sustainability, and Total Wellbeing, we foster a workplace culture of authenticity and collaboration.
How We Deliver a Winning Performance:
Question Authority
Walk the Talk
Share Knowledge
Listen, not just Hear
See the Glass Half Full
Take Educated Risks
Enjoy the Ride
Share the Spotlight
Do the Right Thing
Test Your Limits
We Care About Your Total Wellbeing:
Physical Wellbeing: Medical, dental, and vision care
Social Wellbeing: 9 paid holidays, annual vacation time, paid sick leave, new parent benefits
Financial Wellbeing: 401(k) Retirement Savings Plan, Rent Discounts, Competitive Compensation
Community Wellbeing: Paid Community Service Hours
Career Wellbeing: Leadership Development
Learn more about our Total Wellbeing program
What You’ll Be Doing:
Responsible for leading, coaching and mentoring a team of 12-15 representatives on the Centralized Team who are responsible for delivering superior customer service while handling customer requests regarding new and/or existing leases. This role is accountable for achieving service-level goals and business metrics while promoting high levels of customer service excellence. The position serves as the department’s primary escalations point-of-contact and subject matter expert on processes, compliance, and evolving legal guidance.
Supervises, monitors, and trains staff in inbound/outbound calling activities, and/or offline transactions to drive growth and retention of residents.
Performs full scope of talent management including interviewing, hiring and training.
Provides continuous and timely feedback, coaching, career planning, accountability and training.
Develops individual action plans to attain business imperatives based on related behaviors and metrics.
Responsible for ensuring accuracy of timekeeping and payroll activities for any assigned direct/indirect reports.
Participate in live & historical call monitoring meetings, coaching, and host calibration sessions to ensure standards of quality are achieved.
Responsible for daily monitoring of department & team productivity. Provide updates on critical issues and assist with planning and implementing future enhancements for the department.
Resolves and/or addresses complex customer issues or questions, as well as escalated calls from residents/representatives.
Supports a culture of recognition and motivation of the team while promoting a positive work environment that encourages transparency and collaboration.
Maintains reference materials, best practices, escalates, and disseminates urgent changes and information to the team.
Maintain accurate and in-depth knowledge of all aspects of the department processes and systems, particularly in CRM, MRI, HUB, inContact, etc.
Understands and ensures compliance with federal, state, and local fair housing laws and standards and landlord/tenant laws and regulations.
Participates in continuous learning opportunities and keeps current on projects, services and technology changes within the company and industry.
Assists in other tasks or projects as assigned.
What You’ll Need to Thrive:
Two + years of customer service experience required.
One+ year of leadership experience is required.
Must be able to work any shift and be on-call for emergencies.
Must be comfortable handling complex situations and coaching reps to deliver quality, customer-focused attention to internal and external customers.
Demonstrate excellent verbal communication and consistent follow through with solid attention to detail.
Bachelor’s degree preferred; a focus on leadership/management or business administration a plus.
Prior Call Center and/or Property Management experience preferred.
Salary: $65,000 – $73,000 / year; in addition to base salary, a discretionary annual bonus is provided.
The successful candidate’s starting pay will be determined based on job-related skills, experience, and qualifications.
Machines, Tools and Equipment, Software:
Computer w/internet and email capabilities, telephone, and photocopier.
Other Requirements:
As an Equity Residential team member, you represent Equity. While you are on the job, Equity Residential expects you to wear clothing and accessories that are appropriate in a professional business environment.
PHYSICAL AND VISUAL ACTIVITIES:
Ability to interpret, evaluate and communicate detailed written or verbal instructions to others accurately and quickly, including answering phones, attending meetings, written correspondence, or other forms of communication. Ability to communicate effectively (expressing or exchanging ideas using the spoken or written word). This skill/ability is essential for work activities in which workers must impart or receive detailed information through oral or written communication. Ability to lift, push, pull or carry up to 10 pounds to disseminate documents, move technology, etc. Ability to sit for prolonged periods.
The above describes the physical and visual activities that are commonly associated with the performance of the essential functions of this job. “Commonly associated” is not intended to mean always or only. Different experiences may suggest other ways or circumstances where reasonable changes or accommodations are appropriate.
WORKING ENVIRONMENT: This position is 100% remote (work from home) in the following locations: Arizona, Colorado, Florida, Georgia, Illinois, Maryland, Massachusetts, New Jersey, New York, Texas, Virginia, Washington, and Washington DC. Please note: candidates located in California would need to relocate to another EQR market for this opportunity.
About Us:
Working for Equity Residential (EQR), a leading multi-family real estate investment trust (REIT), means living our purpose: creating communities where people thrive. It means striving to provide the best in apartment living, speaking boldly about new ideas for innovation, and inspiring creativity in the ways we work together.
Our portfolio of high-quality properties in urban growth markets – New York City, Boston, Washington DC, Seattle, San Francisco, Southern California, and Denver – provides homes where people most want to live, work and play. We’ve got the best people in the business, as evidenced by our employee engagement scores and customer loyalty ratings. That’s why our employees say they are proud to work at Equity, a company that gives our residents a place where they can Live Remarkably, and offers a culture where our employees have the opportunity to thrive.
Equity Rewards
When you join Equity Residential, you won’t be treated as simply another employee – you will be considered a partner in our shared success. As such, we are committed to investing in your personal success through a benefits program that supports your Total Wellbeing.
We recognize that everyone has different needs outside of work. That’s why, in addition to a competitive benefits package (medical, dental, vision and paid time off), we offer many unique benefits options to employees, like a comprehensive wellness program, pet insurance, new parent benefits, and paid time off for community service projects. In addition to your next job, you can also find your next home with us! Rent discounts on Equity Residential apartment homes are available to our benefits-eligible employees. The amount of the discount offered is determined based on the market, ranging upwards from 20%. Learn more about our Total Wellbeing program
Equity Values
At Equity Residential, like our residents, our employees come from everywhere. A richly diverse work environment captures top talent, cultivates the best ideas, and creates the widest possible platform for success. By focusing on inclusion, these differences are harnessed to create value – in ideas, business practices, relationships, and employee engagement. As an Equal Opportunity Employer, we are committed to maintaining a diverse, inclusive and equitable work environment where our employees can thrive.
All aspects of the employment process are merit-based. Every Equity employee is expected to maintain a work environment that is free from discrimination and harassment. Equity Residential does not discriminate against any employee or job applicant because of race, religion, color, creed, sex, sexual orientation, gender, sexual/gender identity/expression, age, pregnancy (including childbirth, lactation or related medical conditions), physical or mental disability, national origin, citizenship status, military (including uniformed service member or protected veteran) status, marital status, genetic characteristic or information, ancestry or any other characteristic protected by law. Equity Residential also prohibits retaliation against individuals who report harassment or discrimination, or participate in investigations into such conduct.
Equity Residential
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