Centralized Leasing Manager

A Brief Overview
The Centralized Leasing Manager oversees the daily operations of the centralized call center and leasing office, working closely with the Revenue Manager and Operations Leadership. This role is responsible for managing a team of centralized leasing and resident services specialists and handling key customer functions, such as answering resident inquiry calls, optimizing inbound traffic, converting leads from various marketing channels, and coordinating leasing activities in collaboration with property management teams across assigned sites. This position ensures exceptional service for current and prospective residents, drives lead conversion through effective communication and data-driven strategies. Key responsibilities include supporting and managing the centralized call center team with inquiries, facilitating smooth communication with the Revenue Manager, providing training and assistance as needed, and ensuring proper use of CRM and property management systems. The manager also communicates property reporting needs to the Revenue Manager. With strong communication skills, a customer-focused approach, and proactive engagement, this position is key to achieving customer satisfaction and lead conversion goals in a fast-paced operational environment. The role also works closely with on-site leasing teams to provide insights for enhancing online presence and driving business growth.

What you will do

• Manages Centralized Leasing Team members located at the main central call center office and remote locations, supporting military sites across the country and coordinating day-to-day leasing functions across multiple time zones.
• Leads a Centralized Leasing Team focused on managing inbound traffic, quickly responds to and converts incoming leads from various marketing channels. Ensures that centralized leasing specialists engage with prospective residents, deliver outstanding service, and maximizes lead conversion through clear communication, documentation, and data-driven analysis.
• Under Revenue Manager guidance, manages all activities related to the centralized leasing of homes, including generates and handles traffic, assists prospective residents with the application process, qualifies prospects, conducts continuous follow-up, and offers homes.
• Oversees and develops the daily scheduling for the centralized call center team.
• Creates a positive community environment by maintaining professional, courteous, and continuous open communication with associates and prospective residents. Works to quickly resolve resident issues, provides leasing support, prepares correspondence to residents as necessary, and maintains accurate records.
• Answers incoming phone calls and handles each call accordingly, whether it is a prospect call, resident, service request, etc.
• Works with prospective residents, determines needs and preferences, conducts virtual property tours, and markets property amenities to close sales and maintain occupancy.
• Assists prospects with completing their application process. Completes all lease applications, assists with application verification, and notifies prospective residents of decisions. Provides proper written communication with residents as needed.
• Performs all leasing functions in software systems and completes documentation for all prospective residents.
• Assists Centralized Call Center Team members with leasing and site questions, when needed.
• Provides support to the Centralized Leasing Team in verifying the CRM platforms and property management systems are being utilized correctly.
• Completes regular leasing and property reporting to the revenue manager as required.
• Monitors call center call queues to ensure calls are answered and responded to in a timely manner.
• Supports and ensures timely input, proper use, and full-utilization of property management software systems including entering all phone calls, leads, and leasing requests into the CRM.
• Coordinates home offers, move in dates, and prospective resident requests with the site team for all new residents.
• Develops thorough knowledge on property concepts by researching and analyzing current market rates; studying economic, traffic, and population history, trends, and forecasts; investigates and analyzes competitive properties.
• Develops thorough knowledge of each property’s product, as well as the rental community, and surrounding market.
• Performs routine market analysis reports.
• Prepares daily and weekly reports, move-out inventory, market surveys, etc. as needed
• Maintains regular daily office hours, ensures adequate coverage. Agrees to flexible or extended office hours based on the business needs.
• Conducts all business in accordance with Company policies/procedures, Fair Housing, Americans with Disabilities Act, Fair Credit Reporting Act, OSHA, and all other laws pertaining to housing.
• Performs administrative functions including but not limited to answering and screening telephone calls; types and proofreads materials; generates reports, prepares routine correspondence; schedules appointments; maintains electronic documentation, files, and records
• Keeps current on communication received from management on company policies and regulatory compliance, and performs duties based on those requirements.

Qualifications

• High School Diploma or GED Required
• Associate's Degree in Business Administration, Property Management, or other related discipline. Preferred
• 1-3 years Experience working with computers and typical office software such as Email, Word, Excel, and internet browsers. Required
• 4-6 years Previous Leasing experience Required
• 4-6 years Previous experience in Sales and/or Customer Service Preferred
• 1-3 years Previous Call Center experience Preferred
• 1-3 years Leadership experience and management of other property management professionals Preferred
• Demonstrated leadership and management capabilities, with a commitment to fostering a positive team culture.
• Demonstrated ability to exercise good judgment and discretion in handling highly confidential information.
• Strong written and verbal communication skills and proven ability to communicate clearly and professionally with individuals at all levels, internally and externally.
• Ability to handle multiple priorities with tight deadlines in a fast-paced environment.
• A high degree of professionalism and a strong work ethic coupled with a sense of responsibility and integrity required.
• Excellent customer service skills.
• Ability to resolve problems independently and responsibility.
• Requires a reliable, self-motivated, team player who pays close attention detail, demonstrates strong communication, client management and business literacy skills.
• Demonstrates discretion and ability to maintain a professional attitude and appearance.
• Takes initiative to identify and anticipate client needs and make recommendations for implementation.
• Exceptional people skills, leadership, and personnel development skills.
• Displays teamwork by balancing team and individual responsibilities.
• Knowledge of property and lead management systems.
• Ability to communicate effectively at all levels

Compensation
We are committed to offering competitive and equitable compensation. Final salaries will be determined based on factors such as geographic location, skills, education, licenses, certifications, and/or experience. In addition to these factors – we believe in the importance of pay equity. We consider internal and external factors as a part of every final offer. We also offer a generous total compensation and benefits package.

Benefits
A competitive salary is only one part of your total rewards. We also offer a comprehensive benefits package, including paid time off, medical, dental, life and disability insurance, HSA/FSA accounts, retirement, rewards programs, and so much more!

Click Here for Benefits Overview
https://www.huntmilitarycommunities.com/careers/benefits

You must be able to pass a drug, background screen and physical abilities test/motor vehicle record check (if one is required per the position).


EEO/ADA
The Company and its affiliates provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

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