Relets
What is the relet fee?
The relet fee is $350
How often do you contact Renewal leases?
Daily contact like leads with leases
When should I leave activity notes?
Whenever you speak to a resident or interact with them.
What are all 3 gotta says?
How soon do you need an apartment?
What time would you like to take a tour or virtual tour?
and
Let's get your application started?
Who handles all leasing and relet processing?
Wendy- the LMTL
What information do you need from the person reletting?
You need an email from them stating they want to relet and they are okay with us giving out their contact information.
Who handles resident complaints first?
You try and diffuse the situation first. If they ask to speak to someone above you it then goes to Aurora.
If someone calls about a balance what do your do?
Look at their ledger, ask them what part they are confused about and assist them in understanding their balance due.
What is the correct follow up schedule?
24, 48, 1 week, 2 weeks, 3, weeks
How many days does someone have to dispute past balances or pay?
They have 30 days from move out before it is sent to collections
Do relets get charged for move out fees that happened before they moved in?
They are taking the apartment in the condition it was left. they can talk to the person they relet from about covering some of the charges.
Oh no, there was a leak! Ghost busters won't answer.. Who do you call?
Let the on call maintenance staff member know. Email Kate, Chris, and Aurora with information about when, and what you did. Also add activity notes of the situation.
What day does the late fees start and end?
Late fees start on the 4th and end on the 19th.
How many second does it take to leave a positive first impression on the phone?
What is 7 seconds.
What animals aren't allowed to live here due to pet policy?
All dogs over 50 pounds/ Pitt Bull, Rottweiler, Akita. Also rats, mice, and snakes.. Oh my!
When is a relet ready to be screened and countersigned?
What is when the relet agreements are signed by both residents, the resident pays the relet fee, and the lead has a way to qualify.
What do you do if the package room is down?
Text everyone with a package and organize them by building. If you can do it in the package room that is preferred but behind the desk works in a pinch!
What do you do with roommate requests/ placement inquiries that were called in?
Use the drop down tag roommates/requests in the activity notes option.
How much of the tour should be used to build rapport?
The new CWOL model is 40% of the tour should be spent building rapport.
What do you do if someone calls but they are in collections?
Let them know we cannot assist with their past balance and give them the contact information thats up front for RD Fuller.
What is the move in process for relets?
Residents must hand in keys first. Once keys are handed in the relet will need the keys and move in slip. They do not get a inspection sheet because they are taking the apartment as-is.
Who do residents contact if they have to set up their insurance and who do they contact if they want to opt out of the random $9 fee?
For insurance they would contact Foxen, for rent plus, the only $9 charge, explain what it does, and that they can opt out by going to their lease in the documents tab and view their rent plus addendum.
What does it mean if the balance has parentheses around them?
This is a credit balance. The resident doesn't owe anything.
What is important to do when speaking to someone on the phone?
Smile, they don't know what is going on during your day. Make sure you sound happy to help them!
What do you tell a resident if they come to the office after manager hours and they say they need immediate assistance with a non-emergency?
If this is not something you are capable of assisting with, you tell them that a manager is not in office but give them the manager in charge of the situations email and let them know a time frame of when they will get a response.
Let the manager know the deadline in an email you said with a bit of information of the situation.