Leasing & Resident Services Consultant

SUMMARY: This position is primarily responsible for performing all activities related to apartment rentals, move-ins, lease renewals, and resident relations. Interacts directly with prospective and current residents to achieve maximum occupancy. Generates and handles traffic, leasing apartments, qualifying prospects, preparing lease documentation, and completing move-in paperwork and procedures. Assists property manager with the resident lease renewal process from beginning to end, responding to resident requests, planning resident functions, building the property's online reputation and meeting property goals.

DUTIES AND RESPONSIBILITIES:

• Promptly responds to phone calls and emails from guests.
• Reviews unit availability daily.
• Walks tour paths, vacant units, and make-readies on a daily basis to ensure the "model" apartments and target apartments are ready for show; responsible for maintaining work areas and office in clean and orderly manner; need to have an awareness of the "curb appeal" of the property.
• Gathers information to learn about property, surrounding community, and competition
• Uses the guest card to ascertain the needs and qualifications of every guest.
• Leads guests to vacant and/or model apartments and discusses the features and benefits that meet the needs of the guests.
• Maintains a minimum closing ratio as set by Manager.
• Consistently meets leasing goals set forth by Manager.
• Records all traffic in computer software program daily.
• Follows up with each guest a minimum of five times.
• Creates applicant files and processes applications.
• Verifies qualifications of applicants.
• Presents all applications to Manager for approval.
• Contacts applicants to confirm approval or denial of application.
• Schedules lease signings within 24 hours of approval.
• Ensures that applicants are set up properly in the computer, and that all monies are processed within 24 hours.
• Completes lease agreement and collects rental deposit.
• Inspects condition of premises periodically and arranges for necessary maintenance.
• Participates in any outside marketing events as required.
• Assists in mailing outreach.
• Distributes flyers and letters to residents if necessary.
• Shops competitive properties and assists manager in preparing a market comparison grid.
• Takes resident service requests in a complete and accurate manner, enter service request in software, route them to maintenance for prompt processing and contact follow-up with residents.
• Manages the Renewal Program from start to finish and ensures notices are sent timely, as per the NJ state requirements.
• Processes Notices to Vacate, Offers to Terminate and Requests to Transfer.
• Accepts rents and deposits from residents and prospective residents.
• Updates daily all rents, deposits and applications fees received from residents.
• Maintains an awareness of property performance goals and progress toward those goals, including occupancy, leasing, and closing ratios.
• Assists in the management of the purchase order process.
• Must have reliable transportation for company errands, bank deposits and marketing.
• In the event of the temporary absence of the Property Manager, assumes the leadership role in the office.
• Regularly monitors resident satisfaction in person and through follow-up phone calls, utilizing Customer Satisfaction Surveys and promotes online reputation positive reviews on all web sites we are listed ex: Apartmentratings.com, Google places, Yelp, Facebook etc.
• Communicates regularly with the Property Manager and other team members regarding apartment status, resident activities and suggestions for improved property performance.
• Able to be trusted with property assets and confidential team member data.
• Maintains confidential resident files and data.
• Manages large sums of money legally and ethically.
• Identifies and researches discrepancies in property records.
• Identifies and researches discrepancies in resident records.
• Maintain composure when managing multiple demands.
• Projects positive, professional image of self, property, and the Company at all times.
• Begins daily work quickly and independently.
• Identifies potential problems and suggest solutions.
• Uses assertive communication techniques to minimize delinquency and expedite rent collection.
• Maintains relationships with residents, associates and vendors on a professional level at all times.
• Records all resident correspondence and submit to manager for review.
• Assists in promoting Fieldstone Properties' communities.
• Assists manager with any requested work to be done on the property.
• Promotes resident retention programs.
• Maintains courteous communications with residents, applicants and representatives of other companies.
• Adheres to federal and state Fair Housing Laws.
• Adheres to all company policies.
• Supports team in achieving the goals of the property.
• Maintains a "team spirit" and works well with the entire staff.
• Demonstrates flexibility with hours and days worked.
• Performs other related duties as assigned by management.

SUPERVISORY RESPONSIBILITIES:

• This position has no supervisory responsibilities.

QUALIFICATIONS:

• High school diploma or general education degree; or one to three months related experience and/or training; or equivalent combination of education and experience. Sales and/or Customer Service experience required.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
• Computer Skills Required: Microsoft Office (Excel, Word, PowerPoint); Internet Software (Microsoft Outlook); Onesite Realpage.

COMPETENCIES:

• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
• Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thorou
• Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
• Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Motivation - Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
• Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.
• Attendance/Punctuality - Is consistently at work and on time; Arrives at meetings and appointments on time.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• Regularly required to stand; walk and talk or hear
• Frequently required to sit; use hands to finger, handle, or feel and reach with hands and arms.
• The employee must occasionally to lift and/or move up to 10 pounds
• Specific vision abilities required by this job include: Close vision, Distance vision; Color vision.
• Regularly exposed to outside weather conditions

• While performing the duties of this job, the noise level in the work environment is usually moderate