[Hiring] National Leasing Specialist 1 @Weidner Apartment Homes

Role Description

This is not your typical call center; you will average 50-60 prospect calls per day with the primary goal of converting each prospective customer into a scheduled in-person tour at a Weidner community or, as an alternative, a virtual tour. This role will also be responsible for live chats with prospective residents, text messaging, and future communication channels to connect with prospects along their leasing journey. A successful National Leasing Specialist 1 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 in providing excellent customer service when interacting with residents, associates, and vendors.

This position is designated as a fully remote role. Associates are expected to work independently from an approved remote workspace while maintaining performance expectations, professionalism, responsiveness, and customer service standards. This role requires the ability to collaborate effectively in a virtual team environment while supporting departmental and operational goals.

Primary Responsibilities

• Answer incoming calls from prospective renters promptly, providing excellent customer service and converting inquiries into future appointments and property tours, while offering personalized assistance to create memorable interactions.
• Conduct virtual tours with prospective residents with energy and enthusiasm, the Weidner way.
• Demonstrate a commitment to continuous learning 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 and 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.
• Actively participate in a positive team environment through teamwork, communication, and excellence in service.
• Actively demonstrate the values of the Weidner Customer Service Vision to team members, associates, and external customers.
• Maintain timely and professional communication with the Contact Center Manager, teammates, residents, and vendors through approved company systems and communication tools.
• Provide leasing and customer service support from an approved remote work environment while maintaining established service, productivity, and quality standards.
• Participate in virtual team meetings, training sessions, coaching, and departmental communications as scheduled.

Qualifications

• Customer service experience required; strong interpersonal skills with the ability to deliver a positive and unique experience over the phone.
• Minimum one year of experience in a call or contact center, inside sales, or multifamily leasing role.
• One year of property management experience.
• Yardi CRM and Paycom experience preferred; willing and able to learn new software programs and quickly adopt various technology applications.
• 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 customer interactions.
• Excellent organizational, time management, and interpersonal communication skills; detail oriented and consistently meets deadlines.
• Excellent verbal and written communication skills.
• Ability to quickly provide creative solutions to complex problems.
• Ability to work overtime as requested.
• Ability to work in a fast-paced environment with strong motivation to learn and 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/province, and federal laws.
• Must agree to a criminal background check and sign an agreement for voluntary drug testing.

Remote Work Requirements

• Prompt and regular attendance during scheduled remote shifts; maintain a professional appearance and represent the company appropriately during virtual meetings and resident interactions.
• Maintain reliable attendance, productivity, and responsiveness while working remotely.
• Ability to work a full-time remote schedule based on departmental needs; the Contact Center is open 7 days per week, 12 hours per day, and scheduled hours will vary.
• Participate in virtual meetings, coaching, and training sessions during scheduled work hours.
• Reliable high-speed internet connection required.
• Must maintain an approved remote workspace that supports confidentiality, focus, and professionalism during scheduled work hours.
• Must use company-approved devices and networks for all work activity.
• Ability to work independently and manage time effectively; performance is monitored through call volume metrics, CRM activity logs, quality assurance reviews, and regular coaching sessions with your manager. Associates are expected to meet established benchmarks consistently.
• Remote work experience preferred.

Benefits

• Medical, Dental, and Vision Insurance.
• Employer-paid Basic Life Insurance.
• Employee Assistance Program (EAP) providing confidential support for personal, financial, and legal matters; up to three sessions at no cost.
• 401(k) Retirement Plan with company match of up to 4% of your eligible income.
• Opportunities to earn leasing commissions and/or semi-annual performance-based bonuses (position dependent) tied to community performance.
• Vacation accrual, with no usage waiting period upon accrual.
• Sick time accrual, with accrued time usage eligibility after 60 days of employment.
• Nine company-designated paid holidays annually.
• Employee apartment discount available at Weidner communities, subject to availability and community guidelines.
• Company-provided maintenance uniforms.
• Continuing education reimbursement program after 1 year of employment, up to $2,500 per year for approved courses or certifications.
• Opportunities for professional growth and advancement within a nationally recognized property management company.