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, Colorado, Florida, Georgia, Illinois, Massachusetts, New Jersey, New York, Texas, Washington, Washington DC.
• Please note: candidates located in California would need to relocate to another EQR market for this opportunity.

Job Type: Full-time

Salary: $18.00-$23.00 per hour, plus annual bonus potential of 8.5% and commissions."