National Leasing Specialist 2 - #1413322

Position Summary

The position of a National Leasing Specialist 2 requires 6 months or more of Weidner Apartment Homes' contact center experience, or 2 years of call center experience at another organization. This role will handle all prospect and resident calls and chats, including but not limited to application status requests, move-in/move-out experience, escalations for customer service and light maintenance calls. This position will also cover the training and mentorship of other contact center teammates while ensuring quality control of all calls. This role is eligible for the Team Shift Lead designation, which includes more in-depth training and some light onboarding responsibilities. A successful National Leasing Specialist 2 is able to manage their time effectively, is detail oriented, a trustworthy team player, and takes pride in their work. In addition, this position needs to be accountable and attentive to provide excellent customer service skills when interacting with residents, associates and vendors.

Primary Responsibilities

• Answer incoming calls from prospective renters promptly, converting inquiries into property tours and future appointments, while offering personalized assistance to create memorable interactions
• Provide excellent customer service to all incoming calls, reflecting our commitment to exceptional experiences
• Conduct virtual tours with prospective residents with energy and enthusiasm, the Weidner way
• Demonstrate a commitment to continuous leaning and growth by developing and maintaining in-depth knowledge of each property within Weidner's 300+ property portfolio and specific amenities each property offers
• Pay meticulous attention to detail when entering prospect contact information into Yardi CRM, ensuring accuracy for follow-up purposes
• Ensure each guest card you enter contains detailed notes, allowing for effective communication between on-site staff and contact center agents
• Redirect calls to the appropriate department, property or contact center agent based on prospect requests, ensuring efficient routing of every call
• Between phone calls, agents will manage and respond to the Yardi CRM queue, ensuring timely and accurate follow-up with all prospects
• Conduct weekly or bi-weekly follow-up calls with properties to inquire about any property specific specials in Yardi or on hot sheets
• Assist with resident calls, application statuses, account questions and work order submissions as needed, demonstrating a dedication to resident satisfaction
• Mentor teammates through challenges and learning opportunities, ensuring each teammate has the opportunity to grow into a level II role
• Responsible for management of all interactions with residents through Zendesk (Weidner's internal customer management software) for escalated customer service calls, coding, notes, and response rates; all are measurements to achieve a higher level of customer service in the department
• Actively participate in a positive team environment through teamwork, communication and excellence in service
• Actively demonstrates the values of the Weidner Customer Service Vision to team members, associates and external customers
• Regular and effective communication with Team Leads, Contact Center Managers and Department Head
• Inspect, respond to, and follow up with safety issues, accidents, liabilities and emergency situations immediately
  
  

Qualifications

• Customer service experience required
• Six months or more in Weidner Contact Center experience or 2+ years of call center experience
• Two years of property management experience desired
• Customer service oriented with the ability to provide a unique and positive experience over the phone; Strong customer service and interpersonal skills
• Yardi CRM and Paycom experience preferred; Willing and able to learn new software programs
• Ability to quickly and effectively adapt to changing property details and procedures in product knowledge base
• Ability to sit at a workstation for long periods of time
• Ability to multitask while on the phone and operate multiple software programs while reducing dead air time during costumer interactions
• Excellent project management discipline and skills
• Excellent organizational, time management and interpersonal communication skills
• Detail oriented, consistently meets deadlines and fast learner
• Ability to quickly provide creative solutions to complex problems
• Ability to quickly adopt and fully understand and utilize various technology and software applications
• Ability to work outside of normal scheduled hours as needed
• Ability to work in a fast-paced environment with strong motivation to learn & contribute on a daily basis
• Able to give professional directions clearly in person, over the phone, email, and text
• Experienced in Microsoft products required (Word, Excel, PowerPoint and Outlook)
• Follow Weidner's Mission, Vision and Values and comply with all Weidner policies and procedures as well as all Fair Housing, local, state, and federal laws
• Prompt, regular attendance; wear company dress code/uniform & maintain professional appearance at all times
• Work effectively and cooperatively in a team environment and/or independently
• Excellent verbal and written communication skills; detail oriented, well organized
• Must agree to a criminal background check and sign an agreement for voluntary drug testing
• Valid and current driver's license, vehicle and vehicle insurance
• Ability to work 5 days a week in an office location
• The Contact center is open 7 days per week, 12 hours per day. Your hours scheduled will vary based departmental on needs