UDR, Inc. is now hiring a Centralized Success Specialist to join our team at our corporate office in Highlands Ranch.
GENERAL SUMMARY OF DUTIES: A customer service-oriented professional responsible for engaging with prospective and current residents to drive lease execution, renewals, application review, and overall customer satisfaction for a portfolio of apartment communities. Accountable for outbound follow-up, relationship-building, and effective communication with both customers and key stakeholders in property operations. Partners with onsite community management for cross collaboration to ensure current and future residents have a positive leasing and renewing experience.
SUPERVISION RECEIVED: Reports to the Team Lead – Centralized Success
SUPERVISION EXERCISED: N/A
ESSENTIAL FUNCTIONS:
1. Conduct proactive outbound communication via phone, email, and text to prospective renters and current residents to generate leases, secure renewals, and maintain occupancy goals within assigned communities.
2. Provide exceptional customer service by effectively communicating community features, pricing, lease details, and renewal terms, while addressing customer questions and overcoming objections with professionalism and empathy.
3. Ensure timely responses to applicant inquiries, communicating final application decisions, in accordance with all legal requirements and company policy.
4. Schedule and complete follow-up tasks to re-engage prospects, applicants and residents based on their desired outreach cadence.
5. Maintain consistent communication with inbound messages from prospects, applicants, and residence in alignment with our service level agreement.
6. 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.
7. Coordinates seamless handoffs to the centralized compliance team or on-site teams. Partner closely with on-site management and cross-functional teams to ensure smooth handoffs between the centralized team and property operations throughout the leasing and renewal process.
8. Utilize Funnel CRM to document all customer interactions, manage follow-up tasks, and maintain accurate, detailed records of prospect and resident engagement in accordance with standard operating procedures and best practices.
9. Proactively identify at-risk residents (e.g., those indicating dissatisfaction or planning to move) and implement targeted outreach or offers to improve retention and reduce turnover.
10. Foster trust-based relationships with prospects and residents by delivering a personalized and consultative customer experience.
11. Capture and relay customer feedback or recurring themes to leadership for process and service improvement.
12. Ensure compliance with Fair Housing laws, UDR policies, and all applicable regulations related to leasing, applications, and renewals.
13. Accurately prepare, verify, and communicate lease or renewal terms, incentives, and related details to customers, coordinating with Pricing and Regional Management as needed for approvals.
14. Provide coverage or support to other specialists (Sales, Renewals, or Application & Leasing) as needed to ensure portfolio balance business goals are met.
15. Monitor individual performance metrics through Power BI and other reporting tools to assess performance against targets and identify opportunities for improvement.
16. Maintain consistent communication cadence with leads, applicants and residents to ensure timely responses and effective follow-through on all renewal and leasing opportunities.
17. Collaborate with peers and leadership to identify and propose process improvements that enhance operational efficiency and elevate the customer experience.
18. Demonstrate expert knowledge of UDR’s portfolio, market positioning, and value proposition to effectively promote available homes and renewal benefits.
19. Establish rapport with on-site sales associates at assigned properties across a diverse asset-quality and geographic region. Facilitate a culture of cross-collaboration between the corporate Centralized Success team and the on-site operations teams. Leverage customer feedback and performance insights to make data-informed recommendations that support portfolio performance and market competitiveness.
20. Perform other duties as assigned or as necessary.
EDUCATION AND EXPERIENCE:
- Bachelor’s Degree or equivalent combination of education and experience required.
- Minimum of two years’ experience with demonstrated customer service experience is required.
- On-site Property Management experience is a plus.
- Must have and maintain a valid driver’s license unless otherwise noted.
Benefits Offered:
- Medical, Dental, Vision Plans
- Medical Flexible Spending Account
- Dependent Care Spending Account
- Lifestyle Spending Account
- Supplemental Term Life Insurance
- Critical Illness Plan
- Supplemental Short-Term Disability Insurance / AD&D Insurance
- Voluntary Long Term Care Insurance
- 401(k) Plan with company match
Hourly Range:
• $31.25/hr. – $32.69/hr., depends on experience
Bonus Potential:
• Eligible for 10% annual bonus potential (2.5% quarterly bonus potential), based on personal and company performance
Anticipated Close Date: July 8, 2026
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.
Equal Opportunity EmployerThis employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
Skills Required
- Bachelor's degree or equivalent combination of education and experience
- Minimum of two years' demonstrated customer service experience
- Must have and maintain a valid driver's license
- On-site Property Management experience
- Experience using Funnel CRM to document interactions and manage follow-ups
- Experience using Power BI or other reporting tools to monitor performance metrics
- Knowledge of Fair Housing laws and leasing/compliance regulations
- Strong communication, relationship-building, and customer service skills
What We Do
UDR, Inc. (NYSE:UDR), an S&P 500 company, is a leading multifamily real estate investment trust with a demonstrated performance history of delivering superior and dependable returns by successfully managing, buying, selling, developing and redeveloping attractive real estate properties in targeted U.S. markets. As of December 31, 2016, UDR owned or had an ownership position in 49,907 apartment homes including 3,604 homes under development or in preferred equity investments. For over 45 years, UDR has delivered long-term value to shareholders, the best standard of service to residents and the highest quality experience for associates.
