Customer Retention Manager jobs in Ohio

Customer Retention Manager manages all customer retention activities. Takes initiatives in customer satisfaction via process improvement plans and efficient reporting and flow of information. Being a Customer Retention Manager maintains industry relationships and develops budgets and controls costs. Responsible for leading a team of retention members. Additionally, Customer Retention Manager requires a bachelor's degree in area of specialty. Typically reports to a head of a unit/department. The Customer Retention Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be a Customer Retention Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)

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Manager of Resident Retention
  • Berkshire Residential Investments
  • Columbus, OH FULL_TIME
  • This position qualifies for a $1,000 sign-on bonus, eligible after 90 days of employment.

    POSITION SUMMARY

    The Manager of Resident Retention will lead efforts to optimize lease renewals for multiple (5 ) assigned communities, manage social media content for each community, and will partner with property management and other functional areas to resolve resident concerns, providing excellent customer service.
     

    RESPONSIBILITIES, include but are not limited to:

    Lease Renewals/Social Media

            Proactively engage with residents with upcoming lease expiration dates to negotiate and secure lease renewals

            Execute weekly renewal messaging to residents with expiring leases

            Draft, review, and execute all lease renewals, making sure to include required items such as updated pet record, parking charges and renter's insurance

            Partner with marketing team to develop and launch social media content for assigned properties

            Serve as an active “Social Media Ambassador” for Berkshire and assigned communities

            Monitor resident and prospect ratings and reviews on social media platforms (Apartment Ratings, Google, Yelp, etc.) identify and summarize positive and negative themes; communicate to Property Manager and leadership 

            Partner with marketing, property management and other functional areas to develop and execute strategies to drive positive resident reviews and minimize negative feedback

            Collaborate with the onsite teams to launch resident retention programs, coordinate and host resident appreciation days and special functions as needed;  gather resident feedback on events and recommend enhancements to property management and leadership

              Actively promote Berkshire Perks Program within assigned communities

            Assist residents via phone, email and in person with questions and service requests in a kind, courteous, respectful manner. Create and execute solutions and follow through to ensure resident satisfaction

            Understand the Customer Satisfaction Program for both residents and prospects; assist team in achieving customer satisfaction score goals

            Maintain awareness of the competitive advantages of assigned communities.  Develop knowledge of apartment homes and neighborhood, local market conditions, competitors, and trends. Contribute ideas to the Property Manager for marketing property and for improving resident satisfaction

           Contact a person of authority should any situation warrant an action or decision not included in duties and responsibilities

            Maintain a positive, courteous, welcoming, and professional demeanor in all interactions with residents, future residents, and co-workers

            Conduct all business in accordance with company policies and procedures, Fair Housing, Americans with Disabilities Act, Fair Credit Reporting Act, and all other laws pertaining to apartment communities

    Customer Service

             Draft and send resident communications as need through email, Microsoft Teams, and memos in Yardi, ensuring all communications adhere to Berkshire branding standards, are grammatically correct and free of typographical and spelling errors

            Routinely check email throughout the day and respond to messages from designated customer service line in a timely fashion

    Marketing/Brand Awareness

            Maintain awareness of local market conditions and trends; shop competitor communities as assigned

            Develop an understanding of Yieldstar Rent Revenue Management Systems; collaborate with revenue management team on matters related to assigned properties as needed

            Develop an understanding of Berkshire THRIVE/ESG initiatives and collaborate with sustainability team to highlight ESG efforts as part of resident retention

            Effectively use email campaigns to market assigned properties

    Administrative

           Consistently demonstrate use of tact and discretion.

    •       Routinely check email, voicemail, and Microsoft Teams messages throughout the day and respond to all communications in a timely manner

            Assist the Property Manager, Assistant Property Manager and/or Leasing Consultants/Directors in preparation of reports, resident communications, market surveys, etc.

            Manage and communicate lease renewal and resident/prospect feedback data and metrics

            Attend meetings and complete all assigned training sessions as required

            Consistently adhere to Berkshire’s Onsite Apparel Standards Policy

            Enter time worked in timekeeping system including time taken for lunch breaks

            Maintain up to date performance and development goals in employee management system

            Maintain computer hardware, software and supplies in accordance with IT and Training Departments advice/instructions

    General

            Maintain awareness of all internet advertising/marketing campaigns affecting assigned properties, assist with corrections as needed by providing feedback to Property Manager, Leasing Director or Leasing Coordinator

            Understand Berkshire’s Performance Matrix and the Leasing Team’s contribution to achieving target Matrix points

    •        Know budgeted occupancy/revenue, current occupancy, and the leasing goals necessary to achieve budget

            Perform any additional duties assigned by Property Manager, Regional Manager, Regional Vice President and Senior Vice President

    •        Provide on-site back-up coverage for assigned properties as needed 

            Follow and support Berkshire’s core values of trust, honesty, integrity, respect for others, drive for excellence and commitment.  Consistently model Berkshire behavioral standards

    JOB QUALIFICATIONS/REQUIREMENTS, include but are not limited to

    Educational/Technical Requirements

            High School diploma or equivalent highly preferred

            At least 2 years of experience in  a leasing or property management position within the multifamily residential real estate industry

            Ability to utilize Microsoft Suite Office Products (Word, Outlook, Excel, etc.) and the internet to perform job functions

            Understand how to use the computer key board quickly and accurately; ability to utilize telephone headset throughout the workday

            Knowledge of all aspects of resident retention strategy and social media posting

            Strong written and oral communication skills, able to demonstrate proper usage of grammar and spelling

    Berkshire Residential offers an excellent benefits package, focusing on our employees’ total health and wellness. We offer programs and incentives that promote physical, mental, financial, and behavioral wellbeing both within and beyond our workplace. Please visit our Careers page for full details – and to learn more about how we value our employees.

    Berkshire Residential values diversity, equity, inclusion and belonging. Berkshire is committed to providing equal opportunity in all practices, including employees and applicants for employment. We ensure that decisions affecting employees are made without regard to their race, color, creed, national origin, age, disability, gender, gender identity, sexual orientation, or any other protected status.  EAS123

     

    This position qualifies for a $1,000 sign-on bonus, eligible after 90 days of employment.

  • 21 Days Ago

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Community Manager $2,000 Retention Bonus
  • MMS Group
  • Cincinnati, OH FULL_TIME
  • Hey there! We are GoldOller! 🌟Are you an experienced Property Manager ready to join our fantastic team of professionals? GoldOller Real Estate Investments is on the hunt for someone like YOU! Communi...
  • 5 Days Ago

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Community Manager *$2,000 Retention Bonus
  • MMS Group
  • Cincinnati, OH FULL_TIME
  • Hey there! We are GoldOller! 🌟Are you an experienced Property Manager ready to join our fantastic team of professionals? GoldOller Real Estate Investments is on the hunt for someone like YOU! Communi...
  • 11 Days Ago

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Customer Service Representative - Part Time
  • Williams-Sonoma Inc. Customer Care Centers
  • Columbus, OH PART_TIME
  • Williams-Sonoma Inc. Customer Service Representatives – Work from Home in Ohio! Now hiring part-time staff until July 2024 Why you and why us? Who are our Customer Service Representatives? They are pe...
  • 6 Days Ago

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Retention Associate
  • FIS
  • Cincinnati, OH FULL_TIME
  • Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : High School Diploma Travel Percentage : 0%Job DescriptionWhat you will be doingYou will ...
  • 1 Month Ago

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RN Case Manager, Full-time, 11:30a-7:30p, Possibility of Hybrid Remote Position, Up to $7,500 Retention Bonus
  • Western Reserve Hospital
  • Cuyahoga Falls, OH FULL_TIME
  • Facilitate the patient encounter with the hospital, specifically in reference to the insurance process, discharge planning, and appropriate utilization of resources. May service as palliative care ser...
  • 8 Days Ago

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Employee Engagement, Development, and Retention Manager
  • Katalyst Group
  • Chicago, IL
  • Integration, Development & Retention Manager Katalyst Group, in partnership with a local professional services organizat...
  • 3/28/2024 12:00:00 AM

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Customer Retention Manager
  • Arona Home Essentials
  • Omaha, NE
  • Arona Home Essentials has a long legacy as an industry leader, with continued growth regardless of the economy. We are b...
  • 3/28/2024 12:00:00 AM

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Customer Retention Manager
  • Arona Home Essentials
  • Fort Dodge, IA
  • Arona Home Essentials has a long legacy as an industry leader, with continued growth regardless of the economy. We are b...
  • 3/28/2024 12:00:00 AM

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Licenced Customer Service / Retention Manager
  • Breeze Unlimited
  • Phoenix, AZ
  • Licensed Office Administrator with Customer Service Focus (Allstate VIP Team) Location: Phoenix, AZ (In-office position)...
  • 3/27/2024 12:00:00 AM

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Customer Care and Retention Manager
  • Guardian Security Systems, Inc.
  • Tacoma, WA
  • Guardian Security is currently looking for a Customer Care & Retention Manager to join our team! Guardian Security was f...
  • 3/25/2024 12:00:00 AM

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Legal and Professional Client Retention Manager
  • LexisNexis
  • Dayton, OH
  • Telephonic Client Manager Do you enjoy building solid customer relationships resulting in growth? Do you enjoy collabora...
  • 3/24/2024 12:00:00 AM

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Automotive Direct Sales Representative
  • Sherwin-Williams
  • Merrillville, IN
  • The Sales Representative is responsible for developing sales in a specific geographic territory. Duties include prospect...
  • 3/21/2024 12:00:00 AM

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Automotive Direct Sales Representative
  • Sherwin-Williams
  • West Springfield, MA
  • Here, we believe there’s not one path to success, we believe in careers that grow with you. Whoever you are or wherever ...
  • 3/19/2024 12:00:00 AM

Ohio /oʊˈhaɪoʊ/ (listen) is a Midwestern state in the Great Lakes region of the United States. Of the fifty states, it is the 34th largest by area, the seventh most populous, and the tenth most densely populated. The state's capital and largest city is Columbus. The state takes its name from the Ohio River, whose name in turn originated from the Seneca word ohiːyo', meaning "good river", "great river" or "large creek". Partitioned from the Northwest Territory, Ohio was the 17th state admitted to the Union on March 1, 1803, and the first under the Northwest Ordinance. Ohio is historically know...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Customer Retention Manager jobs
$85,458 to $116,074

Customer Retention Manager in Pierre, SD
For any business that provides a product or service to customers, the act of finding, targeting and obtaining new customers is always going to be among its top priorities.
January 30, 2020
Customer Retention Manager in Clearwater, FL
Strong project management, new business development and customer retention skills.
February 24, 2020
Customer Retention Manager in Gastonia, NC
A multi channel retail brand who has a number of stores located across the UK is looking for an Online Customer Retention Manager to join the team on a 6 month contract.
December 13, 2019