VineBrook Homes is an internally managed Midwest/Heartland-based real estate investment company, focused on acquiring, renovating, leasing and operating single-family homes as rental properties. An early investor and developer of the Single-Family Rental home (SFR) asset class, we commenced operations in late 2007. Our proven, yield-focused investment strategy targets a unique opportunity building a portfolio of "Optimal House" assets in key Midwest markets. We own or manage over 21,000+ Single Family Rental Homes throughout the Midwest. Additionally, VineBrook Homes is currently undergoing the next major expansion of its strategy, expecting to drive toward 25,000+ Homes.
Position Summary/Objective The Retention Administrator is responsible for assisting the Portfolio Manager with retention of current residents and onboarding of occupied acquisitions, in an effort to maintain resident occupancy and retention goals. The Retention Administrator must maintain a positive relationship with our residents by providing excellent customer service.
Essential Duties and Responsibilities
Works with the Portfolio Manager on all existing resident lease expirations and lease renewals:
Scheduling and conducting thorough in-person inspection of existing resident homes to review present conditions and habitability.
Cataloging outstanding issues / concerns with the residence. Where these exist, interface with The Company's Service Personnel to review and clear these concerns and provide follow-up where necessary with both the renewing resident and Service Personnel.
Enforcing the resident's lease.
Determining appropriate recommendations for The Company's next response (renew, renewal with landlord offer to upgrade residence, renew subject to resident clearing violations, or do not renew).
Securing signed renewal leases.
Entering and uploading lease renewals into Yardi.
Providing customer service to current residents with regards to lease changes:
Resident Lease Termination/Accepting Notices to Vacate from residents To include processing lease status changes (MTM/NTV) according to SOP.
Understanding the reasons for resident move-out and how the company can respond to curb potential negative occupancy trends.
Occupancy Changes To include processing Roommate Addendums according to the SOP, Entering and uploading Occupancy Changes into Yardi
Transfer Requests To include processing Transfer Requests according to the SOP,
Alteration Requests To include inspections and validating requests for approval by Portfolio Managers
Requests to Add/Remove Pets To include processing according to SOP and approval/denial of request.
Enforcing Lease and Resident Expectations
Notifying resident of VB expectations and compliance to lease.
Enforcing the resident's lease
Managing Violations and monitoring for follow up
Noting Repeat Offenders and non-compliance consequences
Provides Support with Resident Relations
Greet potential and current residents and visitors; assist them with questions and/or concerns
Confer with customers, residents and potential residents by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
Keep records of resident's interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
Maintain business social media pages
Sending and hand delivering VB reminders and "goodwill" notices to residents
Newsletters/birthday cards/seasonal notices/etc.
Balance due and notices to leave
Occupied acquisition notices
Renewal notices
Works with the Portfolio Manager in coordinating and completing all Tenant-in-Place Acquisition onboarding.
Scheduling and conducting thorough in-person inspection of existing resident homes to review present conditions and habitability.
Cataloging outstanding issues / concerns with the residence. Where these exist, interface with The Company's Service Personnel to review and clear these concerns and provide follow-up where necessary with both the renewing resident and Service Personnel.
Organizing and scheduling communication deadlines to properly on-board new Tenant-In-Place Acquisitions according to the SOP.
Conveying Vine Brook Resident Expectations to the Tenant-In-Place and secure VB Lease Signing.
Entering and uploading lease renewals
Assists with work order reporting as needed
Special projects as assigned.
Minimum Qualifications (Knowledge, Skills and Abilities)
High School diploma.
1-2 years' Experience in property Management
Must be organized and possess the ability to manage time and schedules.
Strong attention to details, analytical, interpersonal and communication (verbal, written, and listening) skills
Ability to multi-task
Ability to thrive in a fast-paced environment
Aptitude with computers, internet, network phone systems, MS Office and Salesforce
Must be capable of working effectively with people from differing backgrounds/education levels
Must be a natural connector. Ideal candidate will overcome objections and sell our residents on the value of continuing their residency with The Company.
Must be patient. Introducing a rent increase requires the ability to not only "sell" the increase but sell our company. Residents often bring their complaints and concerns to the table at time of renewal, and a resolution requires patience and understanding.
Must be a problem solver.
Must follow through and honor commitments made to residents, especially when working to resolve maintenance issues.
Must have financial astuteness, specifically having the ability to calculate rents and charges without guidance and assistance.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Supervisory Responsibility
Prior management experience is not a requirement of the Retention Administrator but is highly recommended. While this position does not include managing other VineBrook employees, the role requires a heavy focus on the management of a process and set of responsibilities.
Travel
Local travel is required. Applicant must have a valid driver's license in the state in which the position is based. Regular inspections are necessary in order to maintain the value of our assets.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Additional Information/Benefits
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Please be aware that a positive test could render you ineligible for hire. This includes positive tests for medical and recreational Marijuana. Candidates from states who have legalized Marijuana for medicinal and recreational use; VineBrook Homes, LLC considers this a positive result for an illegal substance.
We recognize that people come with a wealth of experience and talent beyond just the technical requirements of the job. If your experience is close to what you see listed here, please still consider applying. Diversity of experience and skills combined with passion is a key to innovation and excellence; therefore, we encourage people from all backgrounds to apply to our positions. Please let us know if you require accommodations during the interview process.
We are an equal opportunity employer. Qualified applicants shall be considered for all positions without regard to race, color, sex, religion, national origin, age, disability, veteran status, or any other status protected by federal, state or local law. We are also a Drug Free Work Place. Qualified applicants will also be required to pass a drug screening before receiving an offer or beginning employment. Refusal to submit to testing will result in disqualification of further employment consideration.
