What are the responsibilities and job description for the Tenant Experience Specialist position at Steiner Realty, Inc.?
Tenant Experience Specialist — Join a Team That Delivers Best in Class Service
Location: West Leasing Office, Moon Township, PA
Schedule: Full-time, Monday–Friday (10:00 AM–6:00 PM) on-site, occasional weekend coverage (primarily Saturdays, with commensurate comp time in weeks following weekend coverage)
Pay: From $45,000/year (based on experience) bonus eligible after 6 months, licensed agents eligible for commissions on apartment rentals
About Steiner Realty
Steiner Realty is a family-owned leasing, sales, and property management company serving over 5000 tenants in nearly 2000 units across the Greater Pittsburgh area. Our vision is to deliver Best in Class Service—to our residents, our property owners, and each other.
We live by four Core Values that shape everything we do:
- Caring Attitudes – We’re kind, authentic, and lift each other up.
- Strong Work Ethic – We take initiative, go the extra mile, and take pride in our work.
- Continuous Improvement – We’re always learning, growing, and finding ways to serve better.
- The Steiner Standard – We act with honesty, integrity, and reliability in everything we do.
If you share these values and want to grow with a company that values excellence and care in equal measures, we’d love to hear from you.
What You’ll Do
As a Tenant Experience Specialist, you are the face and the voice of Steiner Realty. You will interact with many residents throughout their life cycle with us -- from first inquiry through lease renewal and beyond. You may even help our sales team when they represent residents who become home owners. For us, every interaction is an opportunity to reflect the Steiner Standard. You will ensure that every prospect and tenant interaction reflects the Steiner Standard.
Core Responsibilities:
- Guide applicants through the rental process, from application to lease signing.
- Over the course of your first year, develop detailed knowledge of the buildings in the Steiner West portfolio so you can accurately represent them to potential residents.
- Respond promptly to digital and phone inquiries from prospective residents, answering a variety of questions about Steiner properties, and matching prospective residents to properties in our portfolio that suit their needs
- Work closely with your colleagues on the West Leasing team to ensure that leads are properly documented, tracked, and followed up within AppFolio, our comprehensive leasing software.
- Schedule (for everyone) and conduct (if licensed or otherwise designated) apartment showings with professionalism and warmth.
- Communicate clearly and kindly with tenants, team members, and vendors.
- Collaborate with the maintenance team to ensure apartments are show-ready.
- Contribute ideas to improve the leasing experience and streamline processes.
- Be the first point of contact for residents; handle questions, concerns, notices, and conflict resolution with empathy and follow-through.
- File & system hygiene: keep tenant account notes, tasks, and documents complete and current.
What Success Looks Like
- Response time to leads: Under 1 hour during regular business hours unless working in the field with other prospects.
- Lead-to-lease conversion rate: Above 30%
- Renewal rate: Above 65%
- Resident satisfaction: High praise and repeat referrals. 5-Star Online Review.
- Demonstrates the Steiner Core Values daily
What You’ll Bring
- A friendly, calm, professional demeanor and genuine desire to interact with and help people in a wide variety of situations.
- Solution-oriented approach to customer service.
- Strong communication skills, both written and verbal.
- Attention to detail and the ability to manage multiple priorities.
- Curiosity and growth mindset. Always eager to learn and improve. Encourage and willingly accept direction and constructive criticism.
- Team spirit. You value collaboration and reliability.
- Experience in leasing, customer service, or administrative work (2–5 years preferred.)
- Proficiency in Microsoft Office and comfort with new technology. (AppFolio experience a plus.)
- Valid driver’s license and reliable transportation.
- Active PA Real Estate License a plus.
Why You’ll Love Working Here
- Competitive salary with annual reviews, performance-based raises, and profit-sharing bonuses.
- Health, dental, and vision insurance.
- 401(k) with employer match.
- Paid time off and holidays.
- Supportive, family-oriented culture.
- Growth opportunities – many of our leaders started in this very role!
Join Us
If you take pride in your work, care deeply about people, and want to grow within a company that values excellence and authenticity, apply today!
Steiner Realty, Inc.: Delivering Best in Class Service
Equal Opportunity Employer
Job Type: Full-time
Pay: From $45,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Health insurance
- Life insurance
- Paid time off
- Professional development assistance
- Vision insurance
Education:
- Bachelor's (Preferred)
Experience:
- Administrative: 2 years (Preferred)
- Customer service: 2 years (Preferred)
- Leasing or Sales: 1 year (Preferred)
License/Certification:
- Real Estate License (Preferred)
Ability to Commute:
- Moon Township, PA 15108 (Required)
Work Location: In person