Job Title: Full-Time Leasing Manager 

Location: Hallmark Village Office (with satellite locations throughout Lowell, MA) 

Schedule: Monday to Friday, 8:30 AM to 5:00 PM 

* Late or early hours or weekends may be necessary to complete job duties. 

Reports To: Regional Manager

FLSA Status: Non-Exempt 

Date: June 2022 

Summary: Supervises a team of leasing specialists to ensure maximum occupancy, high renewal rate and positive customer satisfaction. Oversees completion of all necessary paperwork and ensures proper customer service. Interacts directly with prospective and current residents. Oversees the leasing process from introduction to the actual occupancy of the resident. Oversees the resident relations to ensure the lease is enforced and resident satisfaction. Perform any of the duties of their direct reports in their absence. Provides support to all staff to meet property standards and goals. 

Supervision Exercised: 1 Leasing Agent, 1 Leasing Admin, and 1 Resident Services Coordinator 

Essential Duties and Responsibilities: (Any one position may not include all the duties listed, nor do the listed examples include all that may be found in positions of this class.) 

Primary Responsibilities:

• Works patiently, professionally, and cooperatively with residents and staff.
• Oversees all interactions with residents to enforce the lease, company policies, and procedures. 
• Preserves and respects confidentiality of resident and applicant information.
• Attend and coordinate bi-weekly leasing meetings. Prepares lease renewal updates and status reports as required, including maintaining leasing traffic reports. Present market surveys of competition. 
• Coordinates marketing initiatives in collaboration with the marketing team and Regional Manager. 
• Audits all new leases in order to schedule new move-ins and assign keys. Executes the lease agreement following the audit.
• Contact new residents and, within 10 days, complete the move-in checklist. 
• Facilitate unit inspections with housing assistance programs for resident approval.
• Schedules appointments with Board of Health to obtain Occupancy Permits on turned over units. 
• Oversees the move-in, notice to leave, and move-out procedures. 
• Prepares vacancy reports and updates database/maintenance board with status changes related to acceptance of deposits, move-ins and move out procedures. 
• Update incoming residents of scheduling changes to the move-in timeline based on progress from the maintenance department.
• Oversees rent collection, 14-day notice procedure/follow up, summary process procedure/follow up, and communication with attorney. 
• Audits all renewals and executes the lease agreement following the audit. Process all DNRs if the resident is not eligible for renewal. (non-renewal letters and process). 
• Monitors collection agency oversight & management. 

Staff Oversight and Management:

• Completes Payroll and PTO Approval.
• Responsible for interviewing in collaboration with the Regional Manager. 
• Hires and trains; supervises Leasing & Resident Services staff, as necessary.
• Oversee the onboarding process, performance improvement plans, and/or termination process. 
• Supports new hires through individualized training. Ensures the understanding of HP’s policies, protocols & procedures.
• Provides direction, guidance, supervision, and accountability to all site-level staff. 
• Complete performance reviews at the 90-day and annual mark for leasing staff.
• Prepares and ensures staffing schedules are consistent with property needs. 

Shared Responsibilities, as needed: 

• Assist with showings (virtually & in-person) for qualifying applicants.
• Oversees entire application process to include intake, instruction, and guidance in order to complete all associated documents.
• Follows appropriate approval process to accept or disqualify applicant based upon pre-established criteria. Follows up with applicant based upon decision. 
• Oversees lease renewals. Prepare lease renewals and follow up with residents. 
• Assists with the execution of onsite snow removal (including snow farm). 

Miscellaneous: 

• Completes assigned Grace Hill courses.
• Oversees security system & procedures. 
• Keep Yardi Voyager up to date and manage trends in Rent Maximizer pricing. 
• Responds to emergency situations after working hours when escalation is necessary. 
• Special projects and other duties/responsibilities as maybe determined or assigned. 

Qualifications:(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.) 

Required Skills, Knowledge & Abilities: Must be familiar with housing management, budgeting, and housing regulations. Has strong leadership skills and the ability to manage a large team of diverse duties. Must be highly motivated and able to work both independently and as a team. Ability to handle pressure due to complexity and time-sensitivity of tasks. Possess excellent organizational and proofreading skills. Strong attention to detail. Proven phone and in-person sales skills. Ability to preserve and respect resident and applicant confidentiality. Professional demeanor and appearance to properly represent property portfolio. Valid driver’s license required and current automobile insurance. Proficient in Microsoft Office and Excel. 

Education & Experience:

• A Bachelor’s degree or equivalent is preferred.
• Two years of sales, customer service, or leasing experience is required.
• Strong phone and computer skills are necessary to be successful in this role.
• Industry designations preferred but not required.
• A valid driver’s license, & reliable and insured vehicle is required. 

Physical Demands: (The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.) 

• Required to sit for extended periods of time. 
• Infrequent light physical effort required. 
• Work typically involves standing and walking to show properties. 
• Required to drive to and/or walk the properties in the event of inclement weather. 
• Required to drive to and from Heritage property sites – with a reliable personal vehicle, mileage is reimbursed. 

Work Environment:(The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.) 

• Work performed in an office environment and at property locations. 
• Any duties in the job description could change or new duties can be added at any time. 

Benefits:

• Paid Time Off - including holidays and your birthday!
• 401(k) & 401(k) matching (up to 4%)
• LTD & Life Insurance (Employer-Funded)
• Medical (Blue Cross Blue Shield) & Dental (Altus Dental)
• Professional Development Assistance
• Employee Assistance Program
• Access to Financial Advisor

Heritage Properties is proud to practice Equal Employment Opportunity and Affirmative Action (EEO/AA). All employment is decided on the basis of qualifications, merit, and business need.