Leasing Associate (Hybrid)

The Leasing Associate will be a driving force in helping prospective residents find the best place to call home. They support community leasing by assisting and engaging prospective residents on their self-guided/virtual tours. They are responsible for all aspects of the centralized leasing process for multiple communities. Associates are responsible for ensuring ID verification is completed (where required), and building access is generated manually when automation does not occur. Customer engagement is conducted via outbound and inbound contact through a variety of channels, including, but not limited to telephone, email, zoom, and other potential digital media channels (e.g., text/SMS, online chat). They ask questions to customize the tour experience, build rapport, and further identify needs and wants. They create urgency and follow up with leads to ensure that our prospective residents know they care.

Job Description:

• Administer all duties related to property tours, including virtual and self-guided, while providing stellar customer service and a positive experience for the prospective customer

• Engage and educate prospective customers about AvalonBay and answer any questions they may have using digital resources and other tools.

• Promptly respond to pre tour, during tour, and post tour assistance needs.

• Handle inbound and outbound calls per scheduled shift.

• Conduct virtual tours with prospects (Audio and Video capabilities are required components for this position).

• Professionally present and educate prospective residents on pricing, availability, layout, amenities, design and features of the community and brand, as well as the surrounding area/neighborhood

• Cross-sell potential prospects to other AvalonBay communities where needs can be met.

• Address and resolve customer service concerns.

• Accurately complete touring related tasks and emails, ensuring all data is entered into appropriate information systems in a timely manner.

• Maintain all documentation in accordance with AvalonBay policy and procedure.

• Work in a collaborative team environment with fellow team members and the on-site team. Actively participate in coaching, training, and personal development while visible on camera.

Knowledge, Skills and Abilities:

• Possesses customer service knowledge and ability to deliver exceptional customer experience, internally and externally.

• Utilizes sales skills to achieve leasing/sales targets as demonstrated by accomplishments in previous work experience.

• Listens and quickly develops rapport with residents and prospective residents as demonstrated through past work experience.

• Gathers and retains site specific knowledge of various communities within the portfolio to share with prospective residents.

• Demonstrates an understanding of the Customer Experience Vision for each brand and what differentiates community from the competition, accurate knowledge of community inventory, pricing and availability as well as local community, neighborhood and areas of interest.

• Reads and writes English as demonstrated by clear and conci