Centralized Leasing Specialist

Description

JOB SUMMARY 

The Centralized Leasing Specialist plays a vital role in supporting a portfolio of residential communities across multiple markets. This position is responsible for managing incoming leads, conducting virtual and phone tours, guiding applicants through the leasing process, and converting qualified prospects into signed leases. 

Working closely with onsite property teams, this role utilizes property management systems, CRM platforms, and automation tools to efficiently handle high volumes of leasing activity while delivering exceptional customer experiences. 

The ideal candidate is customer-focused, detail-oriented, and skilled at balancing relationship building with data-driven sales practices. 

VALUES MODELED: 

All employees are expected to bring our values to life every day by demonstrating: 

• RESPECT: Treat people with courtesy and kindness, valuing inclusion and diversity. 
• ACCOUNTABILITY: Honor commitments, focus on delivering solutions, and take ownership of responsibilities. 
• INTEGRITY: Act with honesty, honor, and transparency in all activities. 
• SERVICE: Be socially conscious, proactive thinkers, committed to improving well-being. 
• EXCELLENCE: Strive for excellence, adapt, innovate, and exceed expectations. 

ESSENTIAL DUTIES AND RESPONSIBILITIES: 

Leasing and Sales: 
• Respond promptly to inbound leads via phone, email, text, and online platforms. 
• Conduct engaging virtual and phone tours, effectively highlighting community features and benefits. 
• Convert inquiries into scheduled appointments and completed leases. 
• Maintain accurate guest cards, lead tracking, and follow-up workflows in CRM systems. 
• Support pricing, concessions, and promotional strategies as directed by portfolio leadership. 

Customer Engagement: 
• Deliver timely, professional, and empathetic communication to all prospects. 
• Execute consistent follow-up according to established cadence standards. 
• Manage all applicant communications from initial inquiry through lease signing. 
• Uphold brand standards and ensure compliance with fair housing regulations in every interaction. 

Application and Move-In Process: 
• Guide prospects through the application process, ensuring all documentation and fees are complete. 
• Review applications for accuracy and compliance with qualification standards. 
• Maintain organized and compliant lease files. 
• Ensure full completion of the Application-to-Move-In checklist. 
• Verify applicant information including income, identification, rental history, and renter’s insurance. 
• Prepare and manage lease agreements, coordinating electronic signatures. 
• Send move-in communications, including welcome letters and utility setup instructions. 
• Ensure full compliance with company policies and local regulatory requirements. 

Operational Oversight: 
• Audit guest cards, applications, and leases for accuracy and compliance. 
• Track and report on leasing activity, conversion rates, and lead source performance. 
• Partner with onsite teams to ensure smooth transitions from leasing to property management. 
• Monitor and resolve leasing escalations in Elise AI every two hours. 
• Ensure Elise AI task completions are cleared daily by end of business. 
• Support portfolio-wide initiatives such as renewal campaigns and resident retention programs

Qualifications

EDUCATION / EXPERIENCE: 

• High school diploma or GED required; some college coursework preferred. 
• 1–2 years of experience in residential leasing, sales, or customer service preferred. 

COMPETENCIES: 

• Customer Service Excellence 
• Sales and Negotiation 
• Time Management and Prioritization 
• Technology Proficiency 
• Compliance and Attention to Detail 
• Team Collaboration 

KEY QUALITIES: 

• Professional and customer-oriented demeanor 
• Goal-driven with strong communication skills 
• Highly organized and detail-focused 
• Adaptive and able to manage multiple tasks efficiently 
• Positive, team-oriented attitude with a commitment to service excellence