National Retention Supervisor

Tricon Residential is an owner and operator of a growing portfolio of more than 38,000 single-family rental homes in the U.S. Sun Belt and multi-family apartments in Canada. Our commitment to enriching the lives of our employees, residents and local communities underpins Tricon’s culture and business philosophy. We provide high-quality rental housing options for families across the United States and Canada through our technology-enabled operating platform and dedicated on-the-ground operating teams. Our development programs are also delivering thousands of new rental homes and apartments as part of our commitment to help solve the housing supply shortage. At Tricon, we imagine a world where housing unlocks life’s potential. For more information, visit Tricon Residential. 

Job Description

The National Retention Supervisor will oversee a team of National Retention Specialists. The Supervisor will track team’s progress toward monthly Retention goals and provide support throughout the lease renewal process. The Supervisor will communicate with Residents regarding lease amendments and any requested renewal offer negotiations.

Essential Duties and Responsibilities include the following but are not limited to the job specifications contained herein. Additional duties or job functions that can be performed safely may be required as deemed necessary by supervisory personnel. 

Process Management Objectives 

• Ensure all residents are treated with dignity and respect in every interaction

• Cultivate a culture that is fun, collaborative, and nurturing, where team members feel valued and empowered

• Provide guidance and assistance to their team to achieve Tricon’s monthly retention goals

• Lead and mentor team members to cultivate their potential as future Tricon leaders, while also enhancing their capacity to deliver exceptional service to residents

• Regularly monitor team member calls to offer constructive feedback and coaching

• Handle escalated concerns from Residents with care and efficiency

• Complete daily audit of team’s work to ensure SOP compliance 

• Assign daily duties to team members 

• Manage relationships with internal and external stakeholders to improve processes 

• Review all reports and systems to ensure team is communicating with residents consistently through 90 day renewal process 

• Review audit / exception reporting and ensure team is making corrections in timely manner 

• Review all Month to Month residents to develop and implement strategy to convert to lease renewals

• Review Notice to Vacate report to complete final attempt to save NTV and convert to renewal 

• Respond to all resident requests for roommate and pet changes to amend leases as needed 

• Work with appropriate market teams to schedule any necessary property inspections to verify condition or evaluate upgrade options when needed 

• Review price/term negotiations for approval 

• Report weekly progress to Retention Manager 

• Work to retain residents and reduce turnover by communicating with residents thoroughly and in a timely manner, seeking creative resolution with approval from manager to ensure residents are provided with the highest level of service in all areas 

• Adhere to Tricon’s Standards of Service in all interactions and touchpoints through the renewal process 

Communication/Character Objectives 

• Be polite, professional, and courteous in all interactions with both internal and external customers and respond to all correspondence with urgency 

• Troubleshoot customer inquiries and work towards one-step resolution 

• Contact all Residents that have submitted their Notice to Vacate and try to retain by offering solutions and displaying high level customer service 

• Keep residents informed and educated on what to expect with their upcoming lease expirations, renewal process, rent increases (market rate knowledge), and potential fees 

• Provide local comps to residents when needed to educate them on current market value of their home

• Be a collaborative, cooperative team member, assisting when needed with team projects and processes

Qualifications:

To be successful in this role, you should possess the following qualifications:

• Prior property management experience preferred 

• Extremely organized 

• Detail oriented 

• Excellent Customer Service skills required 

• Must be able to deal with situations and issues proactively and persistently

• Excellent written and verbal communication skills required 

• Ability to work well using office electronic tools and basic accounting and math skills 

• Knowledge of Yardi preferred 

Minimum Requirements:

• High school diploma or GED

• Minimum 3 years of management experience

At Tricon, we are committed to creating a workplace where every individual is valued for their unique contributions, experiences, voices, and backgrounds. By embracing these principles, we aim to positively impact our business and the communities we serve, creating a lasting legacy where everyone can thrive.

Salary Range

Placement within this compensation range will be determined by the candidate's knowledge, experience and skills.

$60,790.00 - $101,310.00