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Company Name : Equity Residential
Location : Scottsdale, AZ 85254
Position : Remote Centralized Services Consultant
Job Description : Working for Equity Residential means being part of a community – employees and residents – striving to provide the best in apartment living, speaking boldly about new ideas for innovation, and inspiring creativity in the ways we live and work. That’s what our Be.Think.Play.Live. culture is all about.
As a Centralized Services Consultant (CSC), you will connect with prospects and residents to support the Equity Customer Service Center (ECSC) and the company’s centralized initiatives. The Centralized Service Consultant conducts a customer needs assessment through active listening and questioning, via email, text, chat, and calls both inbound and outbound. This position provides support for centralized initiatives, such as, but not limited to application processing, statement inquiries, maintenance troubleshooting, renewal negotiations, processing notice-to-vacates, and general resident support. The CSC is able to discover needs, confidently recommend solutions and overcome concerns, while selling the benefits of the communities of interest in every conversation. You are a skillful negotiator, who is able to navigate difficult conversations. As a Centralized Services Consultant, you will be detailed, timely and accurate in adhering to an established workflow in MRI and CRM. This position serves as support to the initial sales queue and other special projects.
WHO YOU ARE
A Strong Communicator. Your writing and speaking skills are clear and effective, helping you connect well with others.
A Team Player. You are united with teammates in delivering the best experience to current and prospective residents.
Organized. You are flexible and able to juggle appointments and personal interactions with teammates and residents smoothly.
Creative. You are an idea person and like coming up with smart solutions to new challenges.
Caring. You put yourself in others’ shoes and strive for positive outcomes.
Motivated. You invest extra energy to reach your goals.
Solution-Oriented. You follow through on commitments, letting customers know that they matter.
WHAT YOU’LL DO
Deliver uncompromising customer service that builds and maintains customer excitement, loyalty and promotes brand recognition and awareness.
Effectively negotiates and influences lease renewals with residents , while securing the best possible outcome, rate, and lease term with strong decision quality.
Provide information to prospective residents about communities that suit their needs, inviting clients to tour communities or process their applications directly over the phone.
Develop and maintain constructive and cooperative working relationships with on-site property management teams.
Accurately and efficiently document and track all calls, completing necessary related paperwork, reports, and files.
Maintain an accurate and in-depth knowledge of all aspects of the portfolio of Equity Residential communities, particularly in areas such as pricing and specials information, pet and other property policies, amenities at the property, schools and other local conveniences, etc.
Support the overall marketing efforts and offer input and suggestions in regards to promotions, advertisements, etc.
Responsible for securing leases at acceptable performance levels for sales, quality and productivity.
Communicate effectively with cross functional teams to ensure resident needs are met, and conduct follow up as needed to ensure very satisfied customers.
Exude professional confidence when interacting with customers , creating an atmosphere that is comfortable and engaging to others
Communicate with on-site property management teams via guest cards, email, messaging, and phone calls, relaying pertinent information about our customers to the on-site staff to provide customer-focused tours that speak to the prospects needs.
REQUIREMENTS
Prior sales and service experience (minimum 2+ years) in customer service, negotiations and/or sales (call center, leasing, retail, banking, or other related fields)
Technical proficiency in working with computers including Excel, Word, PowerPoint, Google, calendar management, software/database, and social media
Comfort with high call volume, phone etiquette, and servicing customers via the telephone, email, chat chat utilizing dual screens
Proficiency with web based browsers and applications, collaboration sites, calendars, and messaging applications preferred
Excellent communication, interpersonal, and organizational skills; ability to effectively problem solve independently (and collaboratively) with other team members
Available to work any shift, Sunday-Saturday, 7 a.m. – 6 p.m AZ MT.
This position is remote (work from home) in the following locations- Arizona, California, Colorado, Florida, Georgia, Illinois, Massachusetts, New Jersey, New York, Texas, Washington, Washington DC.
Please click here to learn more about Equity Residential’s Covid-19 Vaccination Requirements (Haga clic aquí para obtener más información sobre los requisitos de vacunación Covid-19 de Equity Residential).
Job Type: Full-time
Salary: $18.00-$23.00 per hour, plus annual bonus potential of 8.5% and commissions.
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%.
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.
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