Customer Support (Voice, Outbound)

Position Overview

The Leasing Agent and Voucher Leasing Sales Representative are responsible for engaging prospective residents throughout the leasing journey, from the initial inquiry through successful move-in. This is a highly phone-driven sales role where success depends on building rapport, qualifying prospects, overcoming objections, and providing timely follow-up to maximize leasing conversions.

Representatives spend the majority of their day handling inbound and outbound calls, responding to emails and SMS, qualifying prospective residents, guiding applicants through the leasing process, and ensuring approved applicants successfully move into their new homes.

This position requires a consultative sales approach, excellent communication skills, and the ability to manage a high volume of customer interactions while delivering an exceptional leasing experience.

Key Responsibilities

Sales & Lead Management

• Engage prospective residents through inbound and outbound phone calls, email, and SMS.
• Make a high volume of daily calls (approximately 50–100+ calls depending on business needs and assigned workflow).
• Respond quickly to new inquiries and maintain consistent follow-up throughout the leasing process.
• Qualify prospective residents based on eligibility requirements and housing needs.
• Educate prospects about available homes, leasing requirements, and the application process.
• Build rapport, overcome objections, and guide prospects toward completing their rental application.

Leasing & Applicant Management

• Manage approved applicants through the remaining stages of the leasing process until successful move-in.
• Coordinate move-in documentation and required leasing activities.
• Monitor applicant progress and proactively address issues that may delay move-in.
• Deliver a positive customer experience while maintaining professionalism throughout every interaction.

Customer Service & Communication

• Provide exceptional customer service across phone, email, and SMS.
• Respond promptly to customer inquiries and case requests.
• Maintain accurate documentation within Salesforce and other internal systems.
• Collaborate with internal teams to ensure a smooth leasing experience.

Compliance & Operations

• Ensure compliance with Fair Housing regulations and company leasing policies.
• Complete assigned tasks, cases, and leasing activities within established service level expectations.
• Maintain accurate records and follow company procedures for documentation and customer interactions.

Key Performance Indicators (KPIs)

Performance will be measured through a combination of:

• Lead-to-Application Conversion Rate
• Approved Applicant Conversion Rate
• Move-In Success Rate
• Daily Call Volume and Activity
• Speed-to-Lead Response Time
• On-Time Task Completion
• On-Time Case Resolution
• Customer Satisfaction
• Fair Housing & Compliance Adherence

---

Qualifications

• At least 3–4 years of experience in inside sales, phone sales, customer service, leasing, or a similar customer-facing role.
• Previous experience in property management, residential leasing, real estate, mortgage, title, affordable housing, or high-volume sales is highly preferred.
• Demonstrated success selling, qualifying leads, or managing customers over the phone.
• Excellent verbal and written English communication skills with a professional phone presence.
• Comfortable handling a high volume of inbound and outbound calls daily.
• Strong interpersonal, organizational, and multitasking skills.
• Tech-savvy with experience using CRM platforms; Salesforce experience is an advantage.
• Self-motivated, results-driven, and able to thrive in a fast-paced, metrics-driven environment.

What We're Looking For

The ideal candidate is someone who:

• Enjoys speaking with people and building relationships over the phone.
• Is motivated by achieving sales goals and performance metrics.
• Can effectively manage multiple prospects and priorities.
• Demonstrates resilience, persistence, and strong follow-through.
• Takes ownership of delivering an exceptional customer experience from the first conversation through move-in.
• Amenable to work full onsite, in a shifting schedule, graveyatd shift, to work on weekend, holiday, render overtime (if needed)