Job Description
We are looking for a Customer Service Representative to support resident lease renewal activities for a real estate and property organization in Tustin, California. This Long-term Contract opportunity is ideal for someone who excels in customer communication, retention-focused service, and detailed follow-through. In this role, you will guide residents through renewal options, address questions clearly, and help ensure a smooth and accurate renewal experience.
Responsibilities:
• Engage with residents in a detail-oriented and respectful manner, helping them understand renewal choices and encouraging continued occupancy.
• Prepare, send, and track lease renewal offers while following up to confirm residents have received and reviewed all details.
• Communicate proactively with residents approaching lease expiration to reduce turnover and support retention goals.
• Coordinate with internal teams to arrange property inspections when needed to confirm home condition or assess upgrade opportunities.
• Review month-to-month accounts, lease data, rent details, occupant information, and related charges to ensure records are accurate and complete.
• Confirm compliance with renter's insurance, utility obligations, local code expectations, and company policy requirements before completing renewals.
• Support pricing and term discussions by gathering information and escalating recommendations for management approval when exceptions are needed.
• Audit completed renewal documents for accuracy, provide weekly progress updates, and assist with notice-to-vacate follow-up to help keep move-out steps on schedule.• Experience in customer service, call center support, or resident services with a strong focus on issue resolution and customer retention.
• Ability to manage both inbound and outbound calls while maintaining professionalism, urgency, and attention to detail.
• Comfortable explaining pricing, lease terms, renewal timelines, and potential fees in a clear and customer-friendly manner.
• Strong organizational skills with the ability to monitor multiple accounts, deadlines, and documentation requirements simultaneously.
• Proficiency in order entry, record review, and updating account information accurately across business systems.
• Ability to work collaboratively with internal teams and supervisors to resolve concerns and move renewals forward efficiently.
• Strong written and verbal communication skills with the ability to handle sensitive conversations in a courteous and solutions-oriented way.
