Job Description:

Pay Range: $24.50 - 26.50 an hour The position of a National Leasing Specialist II 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 II 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 interactionsProvide excellent customer service to all incoming calls, reflecting our commitment to exceptional experiencesConduct virtual tours with prospective residents with energy and enthusiasm, the Weidner wayDemonstrate 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 offersPay meticulous attention to detail when entering prospect contact information into Yardi CRM, ensuring accuracy for follow-up purposesEnsure each guest card you enter contains detailed notes, allowing for effective communication between on-site staff and contact center agentsRedirect calls to the appropriate department, property or contact center agent based on prospect requests, ensuring efficient routing of every callBetween phone calls, agents will manage and respond to the Yardi CRM queue, ensuring timely and accurate follow-up with all prospectsConduct weekly or bi-weekly follow-up calls with properties to inquire about any property specific specials in Yardi or on hot sheetsAssist with resident calls, application statuses, account questions and work order submissions as needed, demonstrating a dedication to resident satisfactionMentor teammates through challenges and learning opportunities, ensuring each teammate has the opportunity to grow into a level II roleResponsible 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 departmentActively participate in a positive team environment through teamwork, communication and excellence in serviceActively demonstrates the values of the Weidner Customer Service Vision to team members, associates and external customersRegular and effective communication with Team Leads, Contact Center Managers and Department HeadInspect, respond to, and follow up with safety issues, accidents, liabilities and emergency situations immediatelyQualifications:Customer service experience requiredSix months or more in Weidner Contact Center experience or 2+ years of call center experienceTwo years of property management experience desiredCustomer service oriented with the ability to provide a unique and positive experience over the phone; Strong customer service and interpersonal skillsYardi CRM and ADP experience preferred; Willing and able to learn new software programsAbility to quickly and effectively adapt to changing property details and procedures in product knowledge baseAbility to sit at a workstation for long periods of timeAbility to multitask while on the phone and operate multiple software programs while reducing dead air time during costumer interactionsExcellent project management discipline and skillsExcellent organizational, time management and interpersonal communication skillsDetail oriented, consistently meets deadlines and fast learnerAbility to quickly provide creative solutions to complex problemsAbility to quickly adopt and fully understand and utilize various technology and software applicationsAbility to work outside of normal scheduled hours as neededAbility to work in a fast-paced environment with strong motivation to learn & contribute on a daily basisAble to give professional directions clearly in person, over the phone, email, and textExperienced in Microsoft products required (Word, Excel, PowerPoint and Outlook)Prompt, regular attendance; wear company dress code/uniform & maintain professional appearance at all timesWork effectively and cooperatively in a team environment and/or independentlyExcellent verbal and written communication skills; detail oriented, well organizedMust agree to a criminal background check and sign an agreement for voluntary drug testingValid and current driver's license, vehicle and vehicle insuranceAbility to work 5 days a week in an office location