SGT Sales Specialist

GENERAL SUMMARY OF DUTIES: Responsible for business-to-consumer inbound and outbound tour follow-up to prospective renters. Adheres to a high standard of Self-Guided Tour best practices as outlined by management. Provide technical support to touring prospective renters who experience issues with the touring technology. Deliver comprehensive instruction for prospects while on tour removing friction from the touring experience. Accountable for relationship-building with key stakeholders in property operations.

SUPERVISION RECEIVED: Reports to the Team Lead - Self-Guided Tour Sales

SUPERVISION EXERCISED: N/A

ESSENTIAL FUNCTIONS:

1. Deliver comprehensive Self-Guided Touring (SGT) support for assigned communities, assisting with unit selection, navigation instructions, and leverage advanced selling and closing techniques to effectively engage and convert prospects into residents.

2. Proactively use text and phone communication, delivering property information with clarity and professionalism. Respond promptly to inbound messages from prospective renters who tour UDR communities, providing immediate support to address any issues they encounter with the tour technology or community navigation.

3. Communicate with high standard of customer service, adhering to department best practices and procedures and phone call best practices to ensure a positive customer experience.

4. Differentiate support strategies based on whether communities are staffed or unstaffed, adapting approach to enhance the touring experience accordingly.

5. Manage and document all necessary prospect interactions in Sugar CRM, ensuring an accurate customer journey that allows for a more thorough follow-up by the Centralized Sales Specialists.

6. Inform prospects about the communities' selling features and match prospective renters to apartment homes that meet their specifications. Must be capable of overcoming objections, cross selling, and upselling floor plans and/or communities whenever possible.

7. Actively monitors individual performance metrics using Power BI to identify trends and areas of improvement.

8. Leverages Power BI and other reporting tools to assess market-specific needs, making data-driven adjustments to processes for optimal outcome to drive market wins.

9. Work successfully in an autonomous capacity adhering to strict weekly/monthly sales metrics.

10. Balance a high volume of lead outreach alongside ongoing conversations with new/existing prospects. Employ meticulous detail orientation.

11. Effectively work within a Customer Relationship Management System to document all prospect interactions, create/utilize prospect journeys and schedule future follow-ups.

12. Collaborate closely with on-site property teams and Centralized Sales teams to enhance the touring process.

13. Ensure follow through on engaged touring prospects until considered disengaged. Manage time efficiently responding to new engaged leads or to existing leads as they respond to automated outreach. Change prospect status accordingly.

14. Identify opportunities for upselling and cross-selling during conversations with prospects, leveraging property information and features.

15. Relay property specific information through resources provided.

16. Work closely with the on-site property teams and Centralized Sales teams to lease apartments.

17. Utilize online leasing to secure applications from prospects via the website. Contribute directly to the actualization of budgeted/targeted occupancy goals.

18. Assist in the application process adhering to Fair Housing and UDR regulations.

19. When presented with application questions, assist prospects through the application process, ensuring compliance with Fair Housing regulations and company policies.

20. 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 Sales team and the on-site property sales teams.

21. Provide exemplary customer service to both prospective renters, as well as the on-site sales teams that manage UDR apartment properties. Balance the needs of internal and external customers.

22. Identify strategic opportunities for department growth and innovation.

23. 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.

Meticulous organizational skills required. Must be nimble, learn quickly, and be capable of clearly conveying the value proposition in leasing. Must display a keen ability to balance the needs of internal and external customers. Bring an entrepreneurial, can-do' attitude to the table on a daily basis.

Knowledge of principles and methods for selling and promoting apartment properties. Must know and follow the Fair Housing laws. Demonstrated knowledge and familiarity with community and rental property operations. Ability to effectively present information. Demonstrated knowledge of demographics surrounding assigned properties. Ability to travel domestically to Company properties, as Management dictates. Capable of flexibility in office space including mobile office tools such as: a laptop computer, a tablet, and a mobile phone. Ability to complete and apply all of the sales training provided.

Ability to exercise initiative, problem-solving, and decision-making skills. Ability to establish priorities and coordinate work activities.

Must demonstrate excellent reading comprehension and written composition skills. Proven exceptional communication skills, both written and verbal. Polished interpersonal skills. Ability to work in an autonomous, self-directed environment. Ability to work in conjunction with Company managers, prospective residents, residents, and associates.

Demonstrated proficiency in the use of the internet and internet searches. Must be skilled in word processing, drafting correspondence, and memoranda. Attention to details, and proficiency with MS Office software applications required such as Microsoft Office, Word, and Excel. Proven track record of using Customer Relationship Management systems is preferred.

TYPICAL PHYSICAL DEMANDS: Requires prolonged sitting, some bending, stooping, and stretching. Occasionally lifting items weighing up to 30 pounds. Requires eye-hand coordination and manual dexterity enough to operate a keyboard, photocopier, telephone, calculator, and other office equipment. Requires normal range of hearing and eyesight to record, prepare, and communicate appropriate reports. Comfortable working at a desk/computer for eight hours a day in the office. Regular and consistent attendance on the job is an essential function.

TYPICAL WORKING CONDITIONS: Normal office environment. Occasional evening or weekend work. Occasional travel in the United States to UDR properties. Occasional work from home permitted.

EDUCATION AND EXPERIENCE:

1. Bachelor's Degree or equivalent combination of education and experience required.

2. Minimum of two years' experience with demonstrated Sales experience is required.

3. Customer relationship development experience is required.

4. On-site Property Management experience is a plus.

5. Must have and maintain a valid driver's license unless otherwise noted.

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.

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