The Senior customer service analyst will be responsible for managing the full renewal lifecycle for Strategic Properties' residential communities, ensuring maximum retention, timely lease renewals, and smooth transitions for residents. This role demands exceptional communication, organization, and customer service skills, and full compliance with the CST - Renewals and CST - Leasing policies and procedures. **Key Responsibilities**: **Renewals**: - Generate and deliver renewal offers no later than the 25th of the month for upcoming expirations. - Create, send, and track digital renewal documents, following up every 72 hours until signed. - Ensure renewal documents are signed by both resident and Property Manager within 24 hours. - Update household data, lease information, and documentation in the property management system. - Assist with nonrenewal communication and documentation. **Transfers & Leasing Support**: - Accurately process transfers as move-out/move-in in the system, generating new lease documents and welcome letters. - Ensure all transfer steps are executed according to policy, including inspection, fees, ledgers, and final account statements. **Requirements**: - 1+ year of experience in leasing, renewals, or customer service in multifamily housing preferred. - Strong understanding of lease agreements, Fair Housing, and renewal strategies. - High attention to detail with excellent time management. - Proficiency in property management software (e.g., ResMan, Yardi, or similar). - Comfortable managing multiple deadlines, follow-ups, and documentation. **Essential Qualities**: - Strong attention to detail - High productivity - Strong organizational skills **Performance Metrics**: - Renewal offer delivery rate (100% by policy deadline) - Resident retention rate - Timeliness and accuracy of lease documentation - Reduction in MTM (month-to-month) lease percentage - Timely execution of CST leasing steps during transfers **Location**: Bogotá (hybrid) **Job Type**: Full-time **EEOC**: Strategic Properties is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.