JOB PERFORMANCE STANDARD – Leasing Professional
SKILLS, KNOWLEDGE & PERSONAL CHARACTERISTICS: The following attributes are desirable for job success: experience in leasing multi-family properties, industry leasing designation (NALP), computer literate, ability to communicate both verbally and in written form effectively, safety conscious, preference for sales, ability to work well under pressure, organizational skills, self-motivation and self-direction, exhibit excellent customer service attitude and a willingness to connect and build rapport with residents and prospects. Partner well with peers, supervisor, and corporate office support team. Ability to deliver superior customer service.
SUMMARY OF FUNCTIONS: Responsible for conversion of telephone and walk-in prospects to leases, resulting in maintained and increased occupancy, and the inherent responsibility to effectively communicate to existing residents and establish a successful renewal program. Responsible for weekly/monthly leasing reports to include assisting the assistant manager in receiving and posting of rents. Also responsible for completing the market survey weekly. Assist in maintaining office administrative needs including filing, maintaining lease files according to the policy and computer records. Walk targeted vacant units and model apartment daily and freshen by light cleaning and ensuring appropriate marketing material is displayed. Responsible for mini model set up in targeted units. Identify and strive to meet the resident’s needs.
ESSENTIAL FUNCTIONS: Duties may include, but are not limited to: 1) Leasing and Marketing: a. Respond promptly to telephone inquiries and email leads from advertising sources to generate prospective resident visits to the property. Maintain a call closing ratio of at least 30%. b. Show and demonstrate apartments, utilizing relationship sales skills to demonstrate market ready product and availability to close on prospects. Maintain a deposit to show ratio of at least 30% or as defined by the Regional Manager per market. c. Follow-up with prospective residents via thank you cards, emails, and telephone and enter activity into OneSite. 1. Follow up with thank you letter, written on the same day of initial visit. 2. Follow up with email within 12 hours of initial visit. 3. Follow up with telephone call within 24 hours of initial visit. d. Monitor telephone and walk-in and on-line traffic daily at property via welcome cards and traffic logs- and enter into the OneSite software system daily. e. Walk model tour route and open models daily to ensure quality presentation and if necessary sparkle clean vacant show units. f. Participate in touch up cleaning the common/amenity areas in clubhouse/offices and ensuring amenity supplies are replenished as needed. g. Obtain lease information and complete lease applications. Conduct required screening and reference checks on prospects. Set up and maintain complete and accurate lease files including addendums. h. Assist in conducting market surveys, to be submitted to the corporate office weekly. i. Help with outreach marketing by visiting and connecting with local businesses. j. Update social media three times per week. 2 k. Enter work orders into the OneSite as submitted into the office, Print out two copies for the Resident Services team. One copy will be left for the resident with comments once the work is completed. l. Call back work orders and check in with each resident to ensure the work order was completed timely and the repair corrected. Document callbacks on a spreadsheet and file work order once call is complete. 2) Lease Administration: Ensure lease file is complete and accurate prior to move in. a. Perform preliminary move-in inspection and place move-in gift in the home prior to resident move-in. a. Perform move-in inspections with new residents and move out inspections with departing residents. b. Review Welcome packet with new residents during move in process. c. Maintain resident files in a neat and orderly manner according to company policy. d. Move new residents into OneSite and move out residents in the OneSite system as directed by the Community Manager. e. Add move-in to the commission workbook. 3) Assist with resident retention as required by Community Manager by contacting all residents on renewal expiration report each month. 4) Assist with resident relations: a. Respond to incoming emails in property email daily along with returning voicemails. b. Assist with resident problems and complaints concerning rent payments, service requests, and other matters and document pertinent information in resident file and in OneSite. d. Assist with preparation of newsletters and promotion flyers. e. Assist with the planning of community activities and events. f. Attendance will be required at all resident events unless the absence has been approved in advance by the Community Manager. 5) Accounting policies and procedures: a. As required by the Community Manager, collect, record in OneSite and deposit daily rental payments, application fees, administrative fees, and security deposits as directed by the Community Manager. b. Assist in preparing weekly and monthly reports as required. d. Assist in preparing timely legal action for evictions, as necessary. 6) Pass initial and annual Fair Housing Training Course and adhere to the timeline of assigned Grace Hill Vision courses.
SUPERVISORY RESPONSIBILITIES: This position has no supervisory responsibilities.
FLSA STATUS: Non-Exempt
ORGANIZATIONAL RELATIONSHIP: Reports directly to the Community Manager. Works with community team members including the Regional Manager, corporate support team, staff members of other sister communities, outside vendors and service providers.
OTHER REQUIREMENTS: Hours of Work: 8:30am/9:00am to 5:30pm/6:00pm Monday through Friday; with two days extended until 7:00pm. 9:00am. to 6:00pm on Saturday. Extended hours may be required at certain locations. Time must be entered daily. Schedule may vary according to individual property and Community Manager. Hours approved by Regional Manager.
Travel: Overnight travel may be required for annual conference and other training/company events.
Transportation: Must have a reliable vehicle to perform various management tasks and errands, including daily bank deposits. Must have proof of liability insurance for same. Valid Driver’s License
AMOUNT OF OVERTIME: Limited to needs of property.
PHYSICAL DEMANDS: Must be able to perform the physical functions of the position, which may include, but are not limited to: ability to walk property, including 4 flights of stairs to complete physical inspections, deliver resident communications, and show apartments. Be able to effectively communicate with residents, staff, supervisors, and vendors. Must be able to lift a minimum of 30 lbs. to facilitate vacuuming, moving office furniture & lifting of supplies as needed.
WORKING ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation s may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts, fumes, or airborne particles, toxic or caustic chemicals, outside weather conditions and the risk of electrical shock. Occasional exposure to bedbugs or pests that is common in the multifamily industry. May need to work outdoors in climates of the region the property is located.
EDUCATION AND EXPERIENCE: High School Diploma or GED Required. Two years of college preferred. Two years of related business experience.
LANGUAGE SKILLS: Ability to read, write and verbally communicated in English.
COMMUNICATION: Must be able to communicate effectively with residents, staff, supervisors, vendors, etc.
REASONING ABILITY: Has the ability to apply common sense understanding to carry out basic written or oral instructions.
MATHEMATICAL SKILLS: The ability to add and subtract tow digit numbers and to multiply and divide with 10’s and 100’s. Ability to perform these operations using units of American money and weight measurement, volume and distance.
COMPUTER SKILLS: Microsoft Word, Microsoft Outlook, Microsoft, Excel and OneSite knowledge preferred.
PRE-EMPLOYMENT TESTING: Must pass drug test and background screening. Successfully complete pre-employment psychological and basic skills exam, including interest patterns.
RESIDENCY: Must meet requirements for residency in the community for which they have applied.
PERSONAL APPEARANCE: Dress, grooming and personal cleanliness standards contributes to the business image of Chandler Residential. A great philosophy to adhere to is to “Dress for the position you want, not the position you have. During business hours or when representing the company, you are expected to present a clean, neat and tasteful appearance. Refer to Employee Handbook for complete Personal Appearance Guidelines.
