Support Help Desk Lead at AIR Communities

Denver, Colorado, United States -

Full Time

Start Date

Immediate

Expiry Date

17 Sep, 26

Salary

34.0

Posted On

19 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Sales Acumen, Call Center Operations, Lead Conversion, Team Coaching, Conflict Resolution, Problem Solving, Written Communication, Verbal Communication, Workflow Coordination, Compliance Monitoring, Service Recovery

Industry

Real Estate

Description

Company Description Who We Are AIR Communities is one of the country's largest owners and operators of multifamily housing, managing high-quality properties in most major markets! At AIR, we value integrity, respect, collaboration, customer focus, and performance. These values are brought to life by our teammates, who are ultimately responsible for our success. When you join our team, you'll work alongside the most dedicated professionals in the industry and open the door to unlimited career opportunities. Job Description What You Will Do Supports centralized system operations and workflows across the resident lifecycle. Acts as an extension of onsite leadership by handling escalated requests related to applicant screening, lease execution, and account modifications. Provides guidance to the team, ensures compliance, and drives consistency in service delivery. Essential Functions: Supports team performance by guiding customer interactions, reinforcing sales strategies, and promoting consistent follow-up practices. Ensures adherence to company policies and quality standards while maintaining a strong customer focus across all communication channels. Uses internal systems to track lead activity, monitor engagement, and maintain accurate records, while reinforcing practices that support a positive customer experience and brand reputation. Lead centralized sales and customer engagement efforts, supporting the prospective resident lifecycle and driving lead conversion. Guide team performance by reinforcing sales strategies, coaching customer interactions, and ensuring consistent follow-up practices. Serve as an escalation point for complex customer issues and ensure timely, effective resolution. Support inbound and outbound engagement, including high-priority leads and resident concerns, while helping drive tour scheduling and leasing outcomes. Monitor customer interactions and processes (including reputation management and assistance animal requests) to ensure quality, accuracy, and compliance with company standards. Support daily operations through coaching, workflow coordination, and use of systems to track leads, document interactions, and manage follow-ups. Qualifications What You Have High School Diploma or equivalent required. Minimum of 3 years of customer service, sales, or call center experience, or an equivalent combination of education and experience. Strong customer service and sales acumen with the ability to influence and convert leads. Experience in a call center, centralized leasing, or customer engagement environment preferred. Ability to manage multiple priorities in a fast-paced, performance-driven environment. Strong problem-solving skills and attention to detail. Excellent verbal and written communication skills across phone, email, and chat channels. Ability to coach team members on customer interactions, sales techniques, and service recovery. Comfort navigating multiple systems for tracking, documentation, and follow-up. Ability to interpret and apply policies and procedures while maintaining a positive customer experience. Additional Information AIR offers attractive total compensation packages designed to recognize and reward performance at the individual, team and company levels. We start with a competitive base salary and add bonus opportunities and benefit choices topped off with: Expected base pay range of $31-34/hr. You will be provided a pay rate that is in line with your skills and experience as they relate to the requirements of the job. Paid time off including vacation, sick time, and 14 holidays. Medical, dental, vision, and life insurance options, HSA/FSA plans, short and long-term disability paid by the company. 25% Rent Discount at any AIR community (a rental application is required, and certain exclusions apply). 401(k) plan with up to 6% employer contribution. Paid parental leave of up to 16 weeks. Tuition assistance program and up to 100% reimbursement for job-related certifications and licenses. 15 hours of paid time annually for community service. Commuter benefits and pet insurance. Consumer discounts on various products and services. Opportunities for ongoing professional development, leadership training, and career growth. What You Need to Know Application Deadline: The initial deadline for applications is 06/22/2026. Applications submitted after this date may still be considered on a rolling basis until the position/program is filled. We encourage all interested candidates to apply as early as possible. If a final decision has not been made by the initial deadline, subsequent applications will be reviewed as they are received. Candidates extended an offer will be required to undergo pre-employment screening that includes checking references, a four-panel drug screening that excludes marijuana testing, employment verification & criminal background check. AIR values diversity and provides equal employment opportunities to all employees and applicants for employment. AIR prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Department: Corporate Employee Type: Regular

Responsibilities

Lead centralized sales and customer engagement efforts to drive lead conversion and support the resident lifecycle. Provide guidance and coaching to the team while serving as an escalation point for complex customer issues.