Salary + Commission + Benefits + HUGE career growth
Position Summary:
This role is ideal for individuals with apartment leasing experience who are passionate about customer service and thrive in a fast-paced environment. The National Leasing Specialist II handles prospect and resident inquiries, including application statuses, move-in/move-out processes, and escalations, while providing excellent service across multiple properties. With responsibility for mentoring teammates and ensuring quality control, this role requires strong communication skills and attention to detail. Candidates with previous apartment leasing experience are strongly encouraged to apply, as they will play a key role in converting leads into successful property tours and leases. This position is also eligible for the Team Shift Lead designation, which includes additional training and light onboarding duties.
Primary Responsibilities:
- Leverage your apartment leasing expertise to convert prospect inquiries into property tours and appointments, ensuring every interaction is personalized and memorable.
- Conduct engaging virtual tours for prospective residents, highlighting property features and amenities with energy and enthusiasm.
- Provide top-tier customer service to residents and prospects, reflecting the commitment to exceptional experiences in the leasing industry.
- Maintain in-depth knowledge of the company’s property portfolio, including specific apartment amenities, to provide informed answers to prospect inquiries.
- Accurately enter prospect information into CRM, ensuring effective follow-up and seamless communication with leasing teams.
- Collaborate with on-site staff to ensure detailed guest cards are maintained for optimal lead management.
- Manage prospect follow-ups through CRM and ensure timely responses to leasing inquiries.
- Handle resident calls related to application status, account questions, and work orders, always striving for resident satisfaction.
- Act as a mentor to teammates, sharing best practices from your leasing experience to help them grow into higher-level roles.
- Manage escalated customer service calls through Zendesk, focusing on quality interactions and customer retention.
- Participate actively in team meetings, contributing your leasing insights and helping maintain a positive, collaborative environment.
Qualifications:
- Preferred: 2+ years of apartment leasing or property management experience, with a strong understanding of the leasing process.
- Six months or more of contact center experience within the company or 2+ years of external call center experience.
- Excellent customer service skills, with a proven ability to create positive leasing experiences for prospects and residents.
- Familiarity with CRM is a plus; willingness to learn and adapt to new software systems is essential.
- Strong project management and multitasking abilities, especially in fast-paced environments.
- Ability to work effectively both independently and as part of a team, with a strong focus on customer satisfaction.
- Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook).
- Willingness to undergo a background check and agree to voluntary drug testing.
- Valid driver’s license, vehicle, and insurance required.
- Ability to work 5 days a week in an office setting.
