SUMMARY

This position requires full-time onsite work. Provide leasing services and a high-touch customer experience for a portfolio of properties. With a positive customer satisfaction goal, interface with prospects and residents by responding to leasing and general inquiries, scheduling on-site tours, conducting virtual and in-person leasing tours, coordinating with appropriate management staff to address prospect or resident issues, initiating prospect follow-up, assisting with online property postings and marketing, and responding to social media reviews. Responsible for providing a high level of customer service and demonstrating consistent professionalism as a Westhome representative.

SKILLS AND EXPERIENCE

• 1-3 years’ experience in a customer support role building successful relationships or equivalent experience in a similar role.
• Educational diploma or degree preferred.
• Familiarity with customer service principles and practices.
• Experience with Yardi and Rent Café CRM systems, a plus.
• Highly proficient technical skills, specifically MS Office. Data base experience helpful.
• Strong administrative skills.
• Speak English fluently; Spanish proficiency is a plus.

PHYSICAL REQUIREMENTS AND WORKING CONDITIONS

• Works in an onsite, office environment to perform leasing duties and address prospects’/residents’ needs.
• Frequently stands, walks, and interacts with onsite staff, prospects, and residents.
• Frequently speaks, reads, writes, and uses a computer keyboard and telephone.
• Frequently bends, stoops, kneels, and reaches.

OTHER REQUIREMENTS

• Driving is required.
• Must have reliable transportation, a valid driver’s license, a clean driving record, and evidence of auto insurance, in addition to remaining insurable under company’s liability insurance policy.
• Flexibility to travel to multiple locations within the local portfolio.
• Scheduling flexibility is required. May be assigned an irregular work schedule, including weekends, early mornings, evenings, and holidays.
  Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

• Deliver a superior prospect and resident experience.
• Greet prospects, both over the phone and in-person, and qualify by covering all criteria required by asking questions, utilizing completed guest cards, and other means of gathering information.
• Track and coordinate leads, showings, traffic, and other leasing activity through Rent Café CRM system.
• Inspect or coordinate models for availability and “market ready” in advance of scheduled tours; ensure units are stocked with marketing collateral, swag, and refreshments; and communicate related service needs.
• Provide complete in-person leasing experience. Demonstrate community and apartment/model and apply product knowledge to clients by communicating the features and benefits.
• Leverage virtual technologies to conduct remote tours, where applicable, and generate interest in the communities by answering questions regarding property offerings, resident experience, and local amenities.
• Contribute to the cleanliness and curb appeal of the community on a continual basis and address any concerns or issues with the General Manager in a timely manner.
• Achieve and maintain a monthly closing ratio of 30%.
• Promptly respond to resident requests and coordinate with appropriate property management staff for maintenance and/or manager related inquiries.
• Work with prospect to complete online applications and secure deposit in accordance with the company procedures and Fair Housing requirements.
• Process applications for approvals (i.e., credit check, rental history, etc.) and submit processed applications to the General Manager for approval.
• Properly hand-off approved applicants to General Manger in accordance with the company’s leasing procedures to ensure apartment is ready for resident to move-in on agreed date.
• Immediately follow-up on prospects that did not close and attempt to close sale again. If unable to help the prospect, refer them to sister communities to meet prospect’s needs.
• To maintain the highest level of service, the Leasing Specialist must maintain a 4-star rating across all sites and all reviews should be responded to within 24 hours.
• All reputation websites including Yelp and GMB should be managed and monitored regularly.
• Monitor daily and assist with posting online advertising to ensure information is accurate.
• Assist with daily traffic reports in accordance with daily reporting requirements.
• Participate in weekly onsite team meetings to discuss leasing objectives and to create a collaborative work environment.
• Maintain and improve quality results by adhering to standards and guidelines, recommending improved procedures, and initiating best practices.
• Maintain prospect and resident satisfaction ratings based on explicit criteria set forth by the company.
• Maintain in-depth product and market knowledge of assigned properties and competitors.
• Remain current with industry’s continuing education requirements.
• Represent the company in a professional manner at all times.
• Other onsite duties, as assigned.