SUMMARY OF RESPONSIBILITIES

Provide support to FirstKey Homes Licensed Sales team and customers by calling company-generated leads, helping prospects with Self-Guided Tours, assisting prospects in completing the application process, and scheduling appointments for them to speak with a Licensed Real Estate Agent, as appropriate. Sales Support Specialists will receive lists of potential renters they will be responsible for calling and emailing. These calls will determine the overall interest of the prospective renter and assess whether they meet FirstKey Home’s requirements for leasing homes.

ESSENTIAL DUTIES

• Make high-volume outbound phone calls 100-150 per day
• Pre-qualifying potential renters
• Schedule pre-qualified appointments for the Licensed Sales Team, as appropriate
• Documented follow-up attempts, including notes placed on lead guest cards, are required
• Informing prospects of the Next Steps and Call to Action to get the prospects to complete applications

• Prioritizing leads with self-tour activity
• Saturday and Sunday Required
• Lead Coordination Specialist will be responsible for: Calling Listing and Showing Leads and following up with potential, canceled or aged applicants
• Complete and maintain company-provided Fair Housing Training
• This brief summary is not an all-inclusive description of job duties. Other job duties and responsibilities may also be assigned by the incumbent’s manager at any time based upon Company need.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORKING CONDITIONS

• Primarily working indoors, office environment.

• No travel
• Repetitive use of hands to operate computers, printers, and copiers.
• Call Center, on phones entire day
• Prolonged exposure to computer screens.
• May sit for several hours at a time.

REQUIRED EDUCATION AND EXPERIENCE

• High School Diploma
• Excellent customer service skills required, including call control and guidance 
• Excellent oral and written communication skills
• Ability to multi-task and handle multiple priorities

• Ability to work well independently and within a team environment
• Experience using office productivity software tools like Microsoft Word, Microsoft Excel, Microsoft Outlook
• Strong writing and communication skills
• Dependable and ability to maintain scheduled time consistently; ability to work weekend rotations (Saturday and Sunday) minimum two times a month

PREFERRED EDUCATION AND EXPERIENCE

• Prior phone sales, telemarketing, or appointment setting preferred
• Multi-family or single-family call center leasing experience a plus
• Strong pipeline lead management skills
• Microsoft Teams and CRM platforms a strong plus

• Experience in lead generation, sales, or Real Estate

REQUIRED KNOWLEDGE

• Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

• Administrative — Knowledge of administrative and office procedures and systems such as word processing, managing files and records, stenography, and transcription, designing forms, and workplace terminology.

REQUIRED SKILLS

• Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Service Orientation — Actively looking for ways to help people.

• Speaking — Talking to others to convey information effectively.
• Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Complex Problem Solving — Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
• Time Management — Managing one's own time and the time of others.
• Social Perceptiveness — Being aware of others' reactions and understanding why they react as they do.

• Negotiation — Bringing others together and trying to reconcile differences.

WORK STYLES & BEHAVIORS

• Oral Comprehension — The ability to listen to and understand information and ideas presented through spoken words and sentences.
• Oral Expression — The ability to communicate information and ideas in speaking so others will understand.

• Speech Clarity — The ability to speak clearly so others can understand you.
• Speech Recognition — The ability to identify and understand the speech of another person.
• Problem Sensitivity — The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing that there is a problem.

FirstKey Homes is an equal opportunity employer and will not tolerate discrimination in employment on the basis of race, color, age, sex, sexual orientation, gender identity or expression, religion, disability, ethnicity, national origin, marital status, veteran status, genetic information or any other legally protected classification or status.