Spec., Customer Sales I

POSITION: Specialist, Customer Sales - Level I

COMPENSATION: Pursuant to  Colorado regulations, if this job is performed in Colorado, the salary range is $17-$18/hr plus bonus potential. Eligible to participate in the company benefits plan. We offer health, vision, dental, and pet insurance. We offer a 401(k) retirement plan, student loan assistance, licensing and continuing education reimbursement, parental leave, and housing allowances or gifts. 

REPORTS TO: Manager, Centralized Services

SUMMARY:

As a Customer Sales Specialist (CSS-1), you will join Cardinal’s internal Centralized Services team to provide advanced leasing support to our student, conventional, and affordable communities. Your primary responsibilities will include responding to or sending inbound/ outbound phone, email, and SMS inquiries from prospective residents and guiding applicants and guarantors to a completed application and lease. 

This role will be a part of Cardinal Group’s new centralized services team and can be performed remotely or at our HQ office in Denver, CO. Although your role is remote and reports to the Manager, Centralized Services, you will work closely with the onsite leasing team members at contracted communities to provide consistent, expectation-exceeding customer service to our prospective future residents. 

ESSENTIAL RESPONSIBILITIES (Including but not limited to):

• Operates in Cardinal Group’s contact center platform and industry-leading property management systems to assist prospective new residents with their apartment search across our portfolio of student, conventional, and affordable communities.
• Effectively communicate community features and benefits to potential customers.
• Qualify leads and identify customer needs to tailor sales presentations.
• Handle customer inquiries and resolve issues professionally and efficiently.
• Meet and exceed daily, weekly, and monthly sales targets.
• Accurately record customer information and sales data in our CRM system.
• Collaborate with onsite teams and the Portfolio Sales and Marketing Manager, ensuring communities achieve their leasing objectives efficiently and accurately.
• Partner with onsite team members to learn each assigned community's selling points, common objections, and brand identity, utilizing this knowledge to become a subject matter expert.
• Adopt and utilize Artificial Intelligence (AI) tools to consistently provide outstanding customer service at scale.
• Manage inbound phone, text, and email communication with a focus on driving urgency and building the value of assets to customers, increasing the likelihood of a scheduled tour and lease conversion.
• Deploy strategic outbound communication efforts that focus on driving urgency and building the value of assets to customers, increasing the likelihood of a scheduled tour and lease conversion.
• Discover opportunities to cross-sell other Cardinal communities in markets with multiple communities to ensure the prospect has the most options available for their search.
• Produce and administer accurate reports on leasing performance at assigned communities, highlighting the impact of specialists and AI tools.
• Consistently meet expected Key Performance Indicator (KPI) targets set by a Customer Sales Manager and other stakeholders.
• Identify strategic opportunities for department growth and innovation to lessen the burden on onsite teams and increase the value of assigned assets.
• Research and prepare reports, memos, letters, and other documents using word processing, spreadsheet, database, or presentation software, as directed by the department manager. Use these items to host bi-weekly status performance calls for assigned teams and communities.
• Adhere to legal and audit requirements for federal, state, and local fair housing regulations regarding the prospect and application process.
• Display Cardinal Group’s dedication to professionalism and service while building genuine connections in interactions with future residents. 
• Completes CardinalU and other internal skill-building training as required, including completion and continuous execution of the Cardinal Way of Leasing.

PREFERRED QUALIFICATIONS:

• 1-2  years of customer service and sales experience.
• 1-2 years of property management experience prefe