The Tenant Retention Specialist is responsible for maximizing tenant retention by proactively managing the lease renewal process for a portfolio of residential properties. Working within a call centre environment, this role serves as the primary point of contact for residents approaching lease expiry, engaging them through phone, email, and other communication channels to understand their needs, address concerns, and secure lease renewals.
The successful candidate combines sales, customer service, negotiation, and relationship-building skills to achieve renewal targets while delivering an exceptional resident experience.
Your contribution to the team includes:
- Manage a pipeline of upcoming lease expiries and prioritize outreach activities.
- Contact residents within established timelines to discuss renewal options.
- Present lease renewal offers, pricing adjustments, and promotional incentives.
- Negotiate within approved guidelines to secure lease extensions and renewals.
- Accurately document all tenant interactions and outcomes in company systems.
- Build strong relationships with tenants through proactive communication.
- Identify risks that may impact renewal decisions and collaborate with site teams to resolve concerns.
- Conduct retention conversations to understand resident needs and preferences.
- Recommend solutions that encourage tenants to remain within the portfolio.
- Deliver professional, empathetic, and solution-focused service.
- Address tenant inquiries regarding leases, pricing, and available options.
- Ensure every interaction reflects the organization's commitment to tenant satisfaction.
- Achieve individual and team renewal targets.
- Meet productivity metrics, including call volume, conversion rates, and response times.
- Monitor renewal opportunities and maintain an accurate sales pipeline.
- Provide feedback on tenant trends, competitive market conditions, and recurring concerns.
- Partner with Revenue Manager to support retention initiatives.
- Escalate tenant concerns when necessary and ensure timely follow-up.
- Contribute to continuous improvement of renewal processes and resident communication strategies.
What you need to be successful:
- 2+ years of customer service, retention, collections, leasing, sales, or call centre experience.
- Strong verbal communication and negotiation skills.
- Ability to handle objections and influence positive outcomes.
- Proficiency in CRM and property management software, with preference to Yardi
- Strong organizational and time-management skills.
- Property management or tenant leasing experience.
- Experience in retention, account management, or inside sales roles.
- Knowledge of residential tenancy regulations.
What we offer:
Employees enjoy a wide range of benefits and competitive reward. You will be eligible to receive salary starting from $50,000 to $55,000 per annum, this will be determined by your skill set, education and experience. You will also be eligible to participate in the Company’s benefits program covering:
- Employer paid extended health, vision, and dental coverage (including family)
- Employee and Family Assistance Program
- Yearly health and wellness benefit
- RPP eligibility after one year
- Employee recognition program
- In-house professional development opportunities
Why Broadstreet?
Broadstreet Properties Ltd. is a family owned and operated property management company, partnered with Seymour Pacific Developments, that manage multi-family residential communities. We are a growing organization made up of diverse team members who are motivated to continuously innovate our approach to asset management. We consider employee wellbeing a priority and are dedicated to protecting the health and safety of our teams while ensuring a workplace that is respectful of everyone.
Broadstreet Properties Ltd. practices equal opportunity hiring and onboarding processes to ensure equal access and participation for everyone. We understand that we have a responsibility for ensuring a safe, dignified, and welcoming environment and we are committed to creating an inclusive environment for all employees irrespective of race, colour, religion, sexual orientation, gender identity, or any other status protected by law. We believe in integrating people with disabilities into our workforce by removing barriers and meeting accessibility needs.
Skills Required
- 2+ years of customer service, retention, collections, leasing, sales, or call centre experience
- Strong verbal communication and negotiation skills
- Ability to handle objections and influence positive outcomes
- Proficiency in CRM and property management software
- Strong organizational and time-management skills
- Property management or tenant leasing experience
- Experience in retention, account management, or inside sales roles
- Knowledge of residential tenancy regulations
- Experience with Yardi
What We Do
A Canadian leader in service-focused rental management. From Vancouver Island in the west to Ottawa in the east, Broadstreet Properties hires motivated individuals who want to work as part of a team to help take care of our clients and communities. Our goal is to keep all aspects of building, maintaining, and managing our rental communities in-house. As a result, we are a big and continuously growing team consisting of maintenance professionals, property management teams, and corporate opportunities.
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