Centralized Leasing Representative

At Equity Residential, we're dedicated to creating thriving communities, and we invite you to be part of our team. Embracing values like Diversity, Sustainability, and Total Wellbeing, we foster a workplace culture of authenticity and collaboration.

How We Deliver a Winning Performance:  

• Question Authority 
• Walk the Talk
• Share Knowledge
• Listen, not just Hear
• See the Glass Half Full
• Take Educated Risks
• Enjoy the Ride
• Share the Spotlight
• Do the Right Thing
• Test Your Limits 

What You’ll Be Doing:

Our Centralized Leasing Representatives are the heart of our sales team, bringing people and apartment homes together. As a Centralized Leasing Representative, you will receive inbound calls from prospects nationwide who are seeking their next home. In this role, you will handle inbound calls related to both apartment sales inquiries and application-related questions, providing end-to-end support throughout the leasing journey. Centralized Leasing Representatives engage prospects in meaningful conversation to quickly build rapport and excitement through a high level of customer service.

You will conduct customer needs assessments by actively listening and answering questions regarding pricing, availability, location, amenities, and the benefits of our communities. By helping prospective residents identify a community that meets their needs and guiding them confidently through the application process, you will contribute to Equity Residential’s goal to ensure each community achieves qualified traffic, maximizes leasing potential, and delivers exceptional customer satisfaction and loyalty.

Key Responsibilities:

• Handles inbound call volume and provides information to prospects about communities that suit their needs; invites them to tour communities and/or guides them through the application process.
• Delivers uncompromising customer service that builds and maintains customer excitement and loyalty while promoting brand recognition and awareness.
• Creates complete and accurate guest cards in the Customer Relationship Management (CRM) system.
• Drives increased occupancy by following up with customers post-tour to encourage apartment rental.
• Guides prospective residents through the application process to ensure a smooth and positive customer experience.
• Maintains accurate and in-depth knowledge of all aspects of the communities, including pricing, specials, policies, amenities, and local conveniences.
• Understands and complies with state landlord-tenant and Fair Housing laws and standards; maintains familiarity with subsidized housing programs.
• Develops constructive and cooperative working relationships with onsite team members and maintains those relationships over time.
• Participates in continuous learning opportunities and stays current on projects, services, and technology changes within the company and the property management industry.
• Represents Equity Residential in a professional manner at all times. Consistently maintains a professional courteous attitude when dealing with prospects, residents, team members and the general public.

What You’ll Need to Thrive:

• A high school diploma or equivalent is required; a college degree or some college coursework is preferred. 
• At least two years of customer service or sales experience. Preferably in the real estate industry.
• Exhibits excellent verbal communication and consistent follow-through.
• Excellent attention to detail and solid time management skills.
• Demonstrates ability to successfully solve problems independently and/or with other team members.
• Comfort with high call volume, phone etiquette, and servicing customers via the telephone, email, and chat while also utilizing dual screens is essential. 
• Must be able to effectively communicate and promote the benefits of Equity Residential’s communities to drive traffic.

Salary: $19.00- $21.00/ Hour

The successful candidate's starting pay will be determined based on job-related skills, experience, and qualifications.

Machines, Tools and Equipment, Software:

Computer with internet and email capabilities and headset

Other Requirements:

As an Equity Residential team member, you represent Equity. While you are on the job, Equity Residential expects you to wear clothing and accessories that are appropriate in a professional business environment.

PHYSICAL AND VISUAL ACTIVITIES:

Ability to interpret, evaluate and communicate detailed written or verbal instructions to others accurately and quickly, including answering phones, attending meetings, written correspondence, or other forms of communication. Ability to communicate effectively (expressing or exchanging ideas using the spoken or written word). This skill/ability is essential for work activities in which workers must impart or receive detailed information through oral or written communication. 

Ability to lift, push, pull or carry up to 10 pounds to disseminate documents, move technology, etc. Ability to sit for prolonged periods.

The above describes the physical and visual activities that are commonly associated with the performance of the essential functions of this job. “Commonly associated” is not intended to mean always or only. Different experiences may suggest other ways or circumstances where reasonable changes or accommodations are appropriate.

WORKING ENVIRONMENT:  This position is 100% remote (work from home) in the following locations: Arizona, Colorado, Florida, Georgia, Illinois, Maryland, Massachusetts, New Jersey, New York, Texas, Virginia, Washington, and Washington DC. Please note: candidates located in California would need to relocate to another EQR market for this opportunity.