Regional Leasing Consultant

POSITION DESCRIPTION: The Doran Group is committed to a “white glove” customer experience and the Regional Leasing Consultant will play a vital role in delivering this promise to our customers. The Regional Leasing Consultant will serve as the first point of contact with all new prospects, be they by phone, by email – and eventually by text and other avenues - delivering exceptional product knowledge and customer service during the customer’s initial inquiry through to the point of booking and showing up for the tour with the onsite team.

The regional leasing consultant is responsible for delivering exceptional value to the company through engaging customers and convincing them to book a tour. Another primary way the regional leasing consultant provides value for the company is through impeccable attention to detail during the lead tracking, lead qualifying and lead nurturing phase of the customer journey – documenting thoroughly all important data into Yardi CRM with no exceptions.

Equally important for the ideal candidate is a commitment to properly managing the “hand-off” of the customer to the on-site team, who will take over the customer relationship at the point of touring. This hand-off must be smooth for the customer and for the on-site team, both of whom are clients for the regional call center.

SUPERVISORY RESPONSIBILITIES: No

RESPONSIBILITIES:

• Live up to the promise of “no lost leads.” This, combined with booking successful tours, is the mission of our regional call center.
• Stay up to date with all training as directed by your supervisor and maintain compliance with all Federal and Local Fair Housing regulations.
• Act as the face of the organization for all incoming leads by receiving all inbound calls and contact-us forms from our various marketing sources for the entire Doran Group portfolio.
• Offer exceptional customer service to each prospect, with a specific focus on real-time responses - ensuring calls are not going to voicemail, and if they do, they are called back within the hour. Similar response times are expected of other lead sources (i.e. contact us forms).
• Deliver exceptional product knowledge, build rapport, and earn trust/buy-in from the prospective resident.
• Ensure that the team on site and the customer are set up for success in their tour through exceptional documentation and communication.
• Adhere to documented Expectations for Lead Management and Data Entry to ensure accurate and robust customer data entry, including the required fields on the guest card as well as follow-up expectations throughout the prospect journey - up until the customer shows up to their scheduled tour with the site team.
• Know the websites for all properties inside and out – and understand the customer experience all the way through the application process so you can accurately speak to it.
• Apply time management and organization skills to effectively receive a high volume of incoming leads as well as outbound lead nurturing touchpoints.
• Ensure that communications and collateral are company-approved and branded.
• Schedule tours around within the available tour times for each property.
• Screening prospective tenant applications and assist with verification of application information.
• Manage the lease renewal process for tenants, including preparing renewal letters, sending renewal notices, and tracking responses.
• Serve as the primary point of contact for tenants regarding lease renewals, answering inquiries, negotiating lease terms, and addressing any concerns.
• Performs other related duties as assigned.

SKILLS AND ABILITIES:

• Yardi and CRM experience required.
• Demonstrate excellent organizational skills with the ability to prioritize and work effectively on multiple tasks in a fast – paced, demanding environment.
• Passionate about sales and about understanding and providing exceptional service to our customers.
• Must be attentive to detail and adhere to company standards.
• Must be proficient in computer programs, including MS Word and Outlook.
• Ability to learn and grow in understanding all Doran Group properties.
• 2-year leasing with demonstrated sales ability.
• 2-year customer service or call center experience.

CLASSIFICATION: Non-Exempt

• Expected hours of work – this is a full-time position: 40 hrs./wk.
• Days and hours are Monday – Friday.
• Lunch break is 1/2 hour daily.
• This is not a remote or hybrid position.

PHYSICAL REQUIREMENTS:

• Prolonging periods of sitting at a desk and working on the computer.
• Prolonged periods of wearing headphones and answering phones.
• Must be able to lift up to 15 pounds at a time.

Our total rewards program:

• For Minnesota based candidates, the base pay for this position is $45,000-$50,000 a year.
• Healthcare (Medical, Dental, Vision, health savings account, mental health services)
• 401K Retirement savings plus match
• PTO
• 50,000 Life insurance at no cost for employee
• Short Term and Long Term Disability
• Company events
• Volunteer Time Off
• Parental Leave
• Tuition reimbursement