Centralized Customer Support Specialist

GENERAL SUMMARY OF DUTIES:  

• Responsible for serving as the primary point of phone contact for applicants throughout the application process, delivering prompt, high-quality customer service by answering inbound calls, resolving inquiries, and guiding applicants through file review, approval/denial, income and identity verification, and the steps leading to move-in.
• Responsible for triaging and following up on applicant calls, partnering closely with the Centralized Application and Lease (CALS) team and onsite community management for cross collaboration, clear communication, and seamless support to future residents.

SUPERVISION RECEIVED: Reports directly to Manager - Centralized Compliance

ESSENTIAL FUNCTIONS:

• Serve as the primary phone specialist for the centralized application team, handling a high volume of inbound and outbound applicant calls, promptly answering inquiries, triaging call reasons across each stage of the application process, and providing timely follow-up on missed and returned calls.
• Ensures prompt phone call answering for applicant inquiries and works to maximize call answer rates and return rates on missed calls, with the goals of improving occupancy outcomes, enhancing operational efficiencies, and delivering outstanding customer service.
• Adhere to UDR legal and audit requirements, federal, state, and local fair housing regulations regarding the application process, lease creation, collection of all resident documents and unit vacant days. 
• Responsible for answering customer phone calls, to ensure all background checks, deposits, and lease paperwork is completed in accordance with all legal requirements and company policy.
• Assists in the verification of Government issued photo IDs, parking/vehicles, pets, and other rentable items prior to generating the lease. Identifies opportunities to upsell rentable items to enhance the resident experience.
• Guide applicants through income and identity verification steps, including third-party verification platforms (e.g., Plaid, Snappt), troubleshooting common submission issues and resolving verification-related inquiries to keep applications moving forward.
• Notify the future resident of receipt/approval of the application, prepare resident move-in paperwork, ensure the new resident signs all necessary paperwork (leases, addenda, notices, etc.) and pays applicable deposits. Prepare new residents file according to company requirements.
• Provide superior customer service to external customers to ensure the experience is effortless and seamless.
• Thoroughly complete and enter application information into Funnel. Maintain meticulous notes in Funnel.
• Establish rapport and collaborate with the Centralized Sales as well as the onsite community management staff to create smooth transition during the online application, approval, lease signing, and hand off process.
• Communicate and verify compliance with mandatory renters’ insurance as per company policy (if applicable) and Rhino.
• Partners with CALS teammates by owning the applicant phone queue and timely follow-ups, escalating and handing off file-specific matters to ensure a seamless workflow.
• Actively monitors individual performance metrics using Power BI, including call volume, answer rates, return rates, and repeat-caller trends, to identify patterns and areas of improvement.
• Monitors Customer Survey Ratings (NPS) related to applications and move-ins, utilizing feedback to identify opportunities for improving the customer experience and drive continuous service improvements.
• Proposes and implements process enhancements to improve operational efficiency and elevate the customer experience.
• Partners with Centralized Operations teams to deliver backup support, improving the handoff experience through transparent communication and collaboration.
• Answer customer inquiries which may include questions about the surrounding area, the property, the company, lease details, amenities, etc.
• Research and prepare reports, memos, letters, and other documents using word processing, spreadsheet, database, or presentation software at the direction of the Department Manager.
• Partner with internal UDR teams and departments to improve access to data, automations, reporting and technology that drives department support and decision-making.
• This role may require domestic travel to visit UDR communities with overnight stays. The ability and willingness to travel are essential. During travel, associates may be on their feet for the majority of a day, touring UDR communities, interacting with on-site associates and leaders. 
• Identify strategic opportunities for department growth and innovation.
• Perform other duties as assigned or as necessary.

PERFORMANCE REQUIREMENTS:

• Knowledge of organizational policies and procedures.
• Ability to apply policies and procedures to solve everyday issues. Knowledge of basic office practices and procedures.
• Must know and follow the Fair Housing laws. Demonstrated skills with customer service.
• Knowledge of principles and methods for showing and promoting property. Ability to effectively present information to prospective or current residents. Knowledge of basic accounting/bookkeeping practices; office practices and procedures; filing and maintenance official records. Demonstrated knowledge of demographics surrounding assigned community.
• Must be detail orientated. Possess high degree of time management skills. Excellent verbal and written communication skills. Ability to create, compose, and edit written materials. Polished interpersonal skills. Ability to establish priorities and coordinate work activities. Ability to work in conjunction with Company managers, residents, and associates.
• Must be skilled in word processing, drafting correspondence and memoranda. Attention to details, and basic experience with the internet. MS Office software applications required (e.g., Microsoft Office, Word, and Excel).
• Must demonstrate excellent interpersonal skills; problem solving skills; and decision-making skills.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Must have excellent organizational skills.
• Ability to perform a variety of support assignments requiring some exercise of independent judgment.

TYPICAL WORKING CONDITIONS: Normal office environment. Potential weekend work and/or split schedule. Occasional travel to UDR communities.

EDUCATION AND EXPERIENCE:

• Bachelor’s Degree or equivalent combination of education and experience is required.
• Minimum two years’ experience in direct customer service and support required.
• Minimum two years’ property management/leasing experience preferred.
• Must have and maintain a valid driver’s license unless otherwise noted.

Hourly Range:
• $30.00/hr. – $31.25/hr., depends on experience

UDR is proud to provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

UDR is committed to providing and maintaining a diverse workforce and an inclusive work environment with equitable access and opportunity for associates to participate, grow, and reach their full potential.