Job Summary
The Leasing Experience Manager is responsible for implementing the company’s strategies to achieve occupancy, revenue, and customer goals by facilitating a consistent, high-quality end-to-end resident experience from initial inquiry through the duration of the residency. This position will manage a team of Leasing Experience Specialists, creating a high-functioning team to successfully manage the new lease and renewal process, communicate lease enhancement options to prospective and current residents and provide superior customer service to ensure enjoyment of a worry-free leasing lifestyle.
Essential Job Duties and Responsibilities
- Provide daily supervision of the Leasing Experience team responsible for managing the new lease and renewal process
- Hold regular team meetings to review initiatives, communicate team goals, and deliver training and coaching
- Drive performance and hold team members accountable to meet occupancy, rent growth and resident experience objectives
- Partner with local leadership to implement initiatives and processes that maximize revenue, minimize expense, optimize the resident service experience and achieve financial goals for the assigned market(s)
- Ensure the team complies with policies, processes, and procedures to function according to quality standards and operating objectives
- Deliver frequent and robust performance feedback to team members
- Troubleshoot issues with respect to home condition, marketing tools, smart home technology, Invitation Homes resident portal, or any other platforms or resident-facing programs that impact performance
- Other responsibilities as assigned to assist in the achievement of market and portfolio objectives
- Perform other duties as assigned
Education and/or Experience
- High school diploma or equivalent is required, college degree is preferred
- Minimum three years of residential leasing or related experience
- 1+ year of experience in a team lead or manager role
Skills/Specialized Knowledge
- Comprehension of federal fair housing laws and any applicable local housing provisions
- Proficiency in Yardi Voyager and Salesforce preferred; working knowledge of Microsoft Outlook, Word, Excel
- Excellent customer service and interpersonal skills; ability to relate to others and defuse situations involving angry or difficult people
- Professional verbal and written communication skills; ability to effectively communicate with a diverse workforce
- Strong organizational and time-management skills; ability to set, manage and consistently meet goals and deadlines
- Must be proactive, self-directed, highly motivated and able to multi-task
- Ability to read and comprehend financial statements and reports; ability to perform moderate mathematical and accounting functions
- Ability to identify, analyze and resolve issues
- Ability to be flexible and quickly adapt to changing business needs and processes
- Ability to negotiate, influence and gain consensus; close a sale
- Ability to exercise independent judgment and maintain confidentiality
- Ability to lead a team and successfully delegate
- Ability to drive an automobile
Required Licenses or Certifications
- Real estate license (if required by state)
- Other licenses and/or certifications as required by state law
- Current driver’s license and automobile insurance
Other Requirements
- Must maintain professional appearance.
- Ability to be at work on a regular and consistent basis; Overtime may be required for this position.
- Ability to work weekends and non-traditional holidays if needed
- Must have reliable vehicle transportation to conduct reviews at any home with associates as scheduled
- Extensive travel within assigned portfolio required
- Must be available and reachable at all times via phone or email, except during approved time off
Physical and Mental Demands
This position will spend long hours sitting and using office equipment and computers. The position may also entail light lifting of supplies and materials occasionally, up to and including 20 pounds in addition to reaching, stooping, standing, and walking. This position requires the ability to talk, hear, compare, compute, compile, copy, analyze, coordinate, synthesize, negotiate and communicate. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.
Work Environment
Standard office working environment that may be busy and noisy at times.
Salary Range
$61,650.00 - $106,860.00
Compensation and Benefits
To attract and retain top talent, we're pleased to offer competitive compensation and benefits, including:
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Annual bonus program
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Health, dental, vision, and life insurance
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Long-term and short-term disability insurance
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Generous paid time off plans include vacation accrual, sick time, standard holidays and floating holidays
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401(k) with company matching contributions
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Awesome work environment with casual dress
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Team events and gatherings (Pre- and Post-Covid)
Invitation Homes is an equal opportunity employer committed to fostering a diverse, inclusive and innovative environment with the best associates. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status or any other factor protected by applicable federal, state or local law. If you have a disability or special need that requires accommodation, please contact us at
humanresources@invitationhomes.com
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To all recruitment agencies: Invitation Homes does not accept agency resumes. Please do not forward resumes to Invitation Homes employees. Invitation Homes is not responsible for any fees related to unsolicited resumes.
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