Job Title: Lease Operations Manager

Employment Type: Full-time, Non-Exempt 

Location: Corporate Office

Reports to: Centralized Operations Manager

Summary:  

The Lease Operations Manager is responsible for being the main point of contact for residents before, during and following move in to ensure the highest quality experience possible for the residents. This role is also responsible for driving revenue and resident retention by proactively responding to prospect leads, charged with taking generated lease through the move in cycle, renewing all current resident leases timely with accuracy. This role provides administrative support that elevates the customer's experience, specifically during the lead to lease and through renewal process with positive results. 

Job Responsibilities: 

• Champion the Spaulding Group Core Values every day.

• Overall responsibility for following up with prospects, obtaining signatures for completion of leases/paperwork prior to move-in, along with security deposit, first month’s rent and any ancillary fees.

• Email new resident Welcome Packet no less than 48 hours before moving in.

• Schedule all the move-in appointments and ensure that on scheduled days off another associate is aware of and will coordinate any scheduled move-ins.

• Ensure all Section 8 paperwork is completed for new move ins and renewal increases through the Housing Authority. 

• Document and respond to email, phone leads and guest cards within 2 hours of receiving. 

• Follow-up with future guests and new residents to ensure satisfaction by sending e-mail, thank-you notes, and cards or making telephone calls or other contacts to finalize decisions to lease and/or renew.

• Maintain working knowledge of Fair Housing laws, rules and regulations concerning apartment leasing and management.

• Proactively contact residents with expiring leases to propose renewals and close the renewal of the lease 75 - 81 days in advance of the lease expiration. Communicate and reinforce the resident value proposition to overcome resistance and secure renewal agreements

• Execute activities in support of the community’s lease renewal program by preparing lease renewal letters and packages for residents and contacting renewing residents in advance of move-out dates and ensuring that lease renewal documents are signed and implemented on time.

• Lead by example on how to create an exemplary customer experience for all future and existing residents at the community

• Maintain accurate wait and transfer list.

• Perform other related duties as assigned to meet the needs of the business.

Qualifications Required: 

• Experience in Multi-family Real Estate industry; proficient in current market trends and economic factors is preferred.

• Experience with lead management systems, and communication management platforms for text and email messaging is preferred.

• Proficiency with property management systems (RealPage preferred).

• Sharp business and sales acumen.

• Strong analytical and strategic thinking.

• Exceptional written and verbal communicator.

• Superb customer service and interpersonal skills

• Manage multiple tasks simultaneously, handle difficult situations and demonstrate flexibility.

Working Conditions: 

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. As needed job required to travel outside between properties in varying weather conditions.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee may need to travel from floor to floor, climb stairs, and may be required to travel outside between buildings in varying outdoor weather conditions. The employee may also be regularly required to remain in a stationary position (sit or stand) for 85% of the time; regularly operate office machinery. Must be able to travel up to 10% of the time. Demonstrates the ability to exert up to 15 pounds occasionally, and/or up to 25 pounds frequently, and/or up to 10 pounds of force constantly to lift, carry, push, pull, or move objects.

• Occasional lifting to 25 pounds

• Ability to sit for up to 8 hours at a time

• Walking and stair climbing

• Quiet to moderate noise level

• Valid driver's license with insurance.

• Reliable transportation

Values and Personal Attributes:

Integrity: Uphold the highest standards of ethics and transparency in all interactions.

Accountability: Take responsibility for actions and outcomes, delivering on commitments.

Effective Communication: Communicate clearly and effectively with team members and stakeholders.

Growth Minded: Embrace continuous learning and development to drive personal and organizational growth.

Maximize Impact: Strive to make a positive impact in all endeavors, contributing to the success of the organization.