Job Details

Customer Service Representative

We are looking for a Customer Service Representative to support lease renewal efforts for a real estate organization in Tustin, California. This Contract position focuses on guiding residents through renewal options, answering questions with professionalism, and helping improve resident retention through timely, service-driven communication. The ideal candidate is comfortable handling inbound and outbound interactions, reviewing account details for accuracy, and coordinating with internal teams to create a smooth renewal experience.

Responsibilities:

• Prepare and send lease renewal offers to residents, ensuring all details are accurate and easy to understand.
• Contact residents by phone and other communication channels to discuss renewal choices, answer questions, and encourage timely decisions.
• Partner with colleagues and local market teams to support retention goals and help reduce resident turnover.
• Review upcoming lease expirations and month-to-month accounts to confirm pricing, fees, and resident communications are handled correctly.
• Coordinate property inspections when needed to assess home condition or support renewal-related options.
• Confirm compliance with renter's insurance, utilities, occupancy records, lease charges, and other policy requirements before finalizing renewals.
• Audit completed renewal files and system records to maintain accurate lease terms, rent amounts, and supporting documentation.
• Assist with notice-to-vacate activities by communicating next steps, preparing market information, and following through until move-out arrangements are in place.
• Provide regular updates to leadership on renewal activity, progress, and issues requiring escalation or approval.
• Promote available value-added services during the renewal process when appropriate.