Contact Center Renewal Representative

POSITION OVERVIEW

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.

We are seeking a Contact Center Renewal Representative for Subsidized Housing to join our team. The Renewal Specialist for Subsidized Housing plays a vital role in maintaining positive relationships with residents. Reporting to the Director of Property Management, this position is responsible for supporting the renewal process for all residents. The organization is based in Atlanta, Georgia, and oversees single-family rental properties across the southeastern United States for large institutional investors.

This position requires working hours aligned with the United States, ensuring seamless communication and collaboration across teams and stakeholders within this time zone.

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

POSITION RESPONSIBILITIES

Key Responsibilities:

• Manage annual renewals for all Section 8 residents at 90, 60- and 30-day intervals per different Housing Authorities.
• Send out renewal notices to residents with expiring leases that are 60, 90, and 120 days.
• Send out employment verification forms to residents as required for the renewal process.
• Pull comps from the Real Estate portals as needed to complete the rent increase forms for the Housing Authorities.
• Verify utility type in the household and complete housing renewal forms.
• Complete all rent increase forms needed as per Housing Authority guidelines for approval of rent increases.
• Upload all forms for renewals into company software (Propertyware) and enter all required notes.
• Update all approved rent into company software (Propertyware) to process the renewals leases.
• Send out all lease renewals for signature that have been approved.
• Responsible for maintaining a positive relationship with customers.
• Prepare required reports for the Section 8 Managers and Director of Subsidized Housing.
• Handle all customer inquiries and critical issues regarding renewals.
• Negotiate lease renewals with target rent increases annually.
• Work in collaboration with Asset Management regarding renewal rent increases.
• Provide the resident with a Notice to Vacate when appropriate.
• Maintain an 80% or higher renewal percentage.
• Update job knowledge for leasing laws in all company markets.
• Enter Notice to Vacates into Propertyware for non-renewal residents.
• Support other Property Management staff as needed.
• Update all changes as per Notice to Vacate dates and inform appropriate parties of changes.

CANDIDATE QUALIFICATIONS

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:

• Diploma in relevant field.
• 3 years of experience working in the real estate/leasing field.
• Attention to detail and meeting deadlines are a must.
• Knowledge of MS Excel and Word is required.
• Experience with Property Ware preferred.
• Ability to learn company-specific, proprietary software applications.
• A proactive individual who can work with minimal to moderate supervision.
• Ability to work and communicate with people in varying disciplines with different backgrounds.
• Excellent communication skills (both written and spoken).

Required Skills

• Ability to thrive in a fast-paced, high-growth start-up mentality environment.
• Must be flexible and adaptable with the ability to pivot as needed.
• Must possess a high EQ and the ability to work with multiple business lines, personalities, and stakeholders while remaining professional and respectful.
• Must have excellent communication skills, both verbal and written.
• Must be highly organized, proactive, and detail-oriented.
• Must possess strong time management skills, the ability to always prioritize and work with a sense of urgency.
• Ability to meet tight deadlines and thrive under pressure; commitment to results and solutions-oriented.
• Ability to work with a high level of autonomy, in a virtual setting with the ability to consistently meet hiring goals and requirements.

COMPENSATION DETAILS

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

We offer competitive compensation packages, professional development opportunities, and a collaborative work environment that values diversity and inclusion.

PHYSICAL REQUIREMENTS

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

CONDITIONS OF EMPLOYMENT

All MCI Locations

• Must be authorized to work in the country where the job is based.

Subject to the program and location of the position

• Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
• Must be willing to submit to drug screening. Job offers are contingent on drug screening results.

REASONABLE ACCOMMODATION

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.

EQUAL OPPORTUNITY EMPLOYER

At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI's commitment to a diverse and equal opportunity work environment.

MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.

MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.