Leasing Specialist 4

About the Role

A successful Customer Care Specialist, Level 4 provides empathetic, detail-oriented, and proactive support, ensuring applicants move smoothly through the leasing process and current residents receive fast, accurate assistance The Customer Care Specialist, Level 4 is a senior role within our centralized contact center and support operations. This position oversees the complete experience lifecycle, from early prospect interest to ongoing resident support. • Assist leadership with identifying workflow gaps and recommending process improvements. • Conduct guided virtual tours and support virtual leasing office experiences. • Identify incomplete or missing materials and follow up promptly. • Verify application information for accuracy and completeness before review. • Maintain high accuracy, professionalism, and ownership of each case. • Provide support to Level 1 and Level 2 teammates when issues require advanced knowledge. • Handle general resident inquiries including billing, lease questions, account clarification, and community information. • Monitor and respond professionally to online reviews and customer feedback. • Regular collaboration with leasing, operations, and maintenance teams. • Explain needed documents, next steps, screening requirements, and expected timelines. • De-escalate customer concerns with professionalism and empathy. • Lead-to-tour and tour-to-lease conversion performance. • Update CRM/property management systems with clear call notes and lead status. • Collaborate with property and leasing teams to support occupancy goals. • Receive and coordinate light maintenance/service requests and route to onsite teams for resolution. • Serve as the applicant’s primary point of contact once the application begins. • Work closely with property and screening teams to move applications through final approval. • Answer inbound prospect calls; qualify leads and schedule property tours. • Handle outbound follow-up via call, SMS, and email to nurture leads and confirm tours.

Key Responsibilities

• ▸virtual tours
• ▸lead conversion
• ▸crm updates
• ▸customer support
• ▸process improvement
• ▸maintenance coordination

What You Bring

Customer Care Leasing Specialist, Level 4 • Accuracy and completeness of applicant documentation. • 2-4 years of experience in a call center, leasing, resident services, or customer service. • High attention to detail; strong organizational and follow-through skills. • High call/message volume; fast-paced, team-oriented environment. • Strong communication skills (verbal, written, and digital messaging). • Familiarity with maintenance request workflows. • Emotional intelligence and confidence in handling escalations or sensitive issues. • Resident satisfaction and first-contact resolution rate. • Experience conducting guided virtual tours. • Quality and timeliness of follow-up communications. • Ability to manage multiple conversations and tasks simultaneously. • Proficiency with property management or CRM systems (Entrata, Funnel, etc.). • Professionalism and tone in review responses and customer interactions. • Multifamily leasing or resident services experience. • Quality, Mentorship & Escalation

Requirements

• ▸2-4 years
• ▸entrata
• ▸crm
• ▸detail-oriented
• ▸communication
• ▸multifamily leasing

Benefits

• Weekend availability, including Sunday

Work Environment

Onsite