At Mill Creek Residential we are committed to building a diverse, equitable and inclusive workplace where our associates can grow and bring their whole selves to work. This starts with our recruiting and hiring process.We want you to know that we encourage you to apply if this job excites you, even if you don’t meet 100% of the requirements. You may just be the right candidate for this role, or another role and make your mark at Mill Creek.
The Leasing Manager is responsible for managing all aspects of the leasing process. This position determines sales goals to meet the needs of the community, then develops and implements appropriate, innovative sales strategies and practices to reach and exceed the objectives. The Leasing Manager motivates and coaches Leasing Consultants and monitors individual and team performance in order to achieve the community goals and increase value.
Essential Functions/Responsibilities
Customer Service
- Understand, support, and embody the customer experience vision and brand promise for Mill Creek Residential
- Communicate service guarantees and customer service standards to prospective and current residents
- Take ownership to personally address and resolve customer concerns in a timely professional manner
- Support new residents during move-in process. Assist with lease renewals, move-outs and resident transfers
- Provide coaching to Leasing Consultants in the areas of sales, lead management (Entrata), and additional leasing topics to achieve personal and community goals
- Participate in monthly property renewal program with informative letters, friendly telephone calls, and/or other means of encouraging communication as needed to increase resident retention
- Ensure merchandizing plans for the community are consistent with brand standards (tour path, models, leasing center, etc.)
- Accept service requests from residents and route to service department for prompt processing. Follow up to ensure the request has been completed and resident is satisfied
- Address and complete all other duties as assigned
Sales and Marketing
- Understand the community’s budgeted occupancy, rents and leasing needs then set appropriate weekly and monthly leasing goals for the team
- Provide pricing recommendations to the Manager. Assist in the completion of market survey report to be used by the management team to assess the competiveness of the community
- Track, monitor and report progress of individual and overall team performance
- Proactively manage the sales process by converting prospects leads into leases
- Model effective leasing and sales behavior. Professionally present and educate residents and prospective residents on layout, amenities, design and features of the community and brand as well as the surrounding neighborhood
- Conduct prospect tours and lease apartments as needed
- Call and/or visit competitive properties to update market survey as needed. Stay informed and aware of rents, specials and events promoted by competitors
- Assist with move-ins, lease renewals and move-outs. Ensure all lease information is accurately and timely recorded according to policy
- Monitor and analyze various operations reports and market surveys to assess the effectiveness of the marketing plan. Communicate the results of the analysis to the supervisor
- Manage Entrata tasks and leads daily
- Manage all social media, ILS’s, daily postings on Craigslist by updating the information and checking for accuracy
- Ensure the office, clubroom, apartment models, and “market ready” units are in impeccable condition
- Address and complete all other duties as assigned
Operational Standards
- Participate in Revenue Management calls when applicable
- Review and approve property staff new lease paperwork as directed by Manager
- Provide feedback, coaching and support of the leasing team to drive achievement of the established goals and hold meetings with leasing team.
- Support and enforce the Mill Creek Brand Promise, Service Standards, and Manifesto
- Know and adhere to all policies and procedures contained in the manuals issued by Mill Creek Residential or as otherwise communicated (verbally or in writing) to associates
- Ensure compliance with all Federal, State and local laws. Consistently abide by Fair Housing regulations
- Address and complete all other duties as assigned
Education and/or Experience
- High School diploma or equivalent (GED), Bachelor’s degree or related experience preferred
- 3+ years of sales experience
- Commitment to, and passion for, providing outstanding customer service
- Strong communication skills (written and verbal)
- Multi Family or related property management experience, retail sales or hospitality experience
Skills/Specialized Knowledge
- Clearly communicate, speak, read, and write in English as demonstrated by clear and concise written and verbal communication
- Establish and achieve desired goals using leadership, effective listening, excellent training, and follow through skills
- Effectively mentor and train fellow associates on sales
- Ability to take ownership of resident issues and/or concerns and come to a resolution
- In depth knowledge of community, inventory, pricing and availability as well as neighborhood and local community
- In depth knowledge on market trends and competitors
- Computer skills including Microsoft Word, Excel, Entrata, Yardi and Revenue Management Software
- Ability to perform basic arithmetic skills such as measurement, addition, subtraction, multiplication and division
- Operate general office equipment, such as, but not limited to, personal computer, tablet, telephone and successfully program fobs and other electronic devices
- Capable of travelling between two or more communities, if necessary
- Report to work on time, work assigned schedules (including weekends) and accurately document/verify time worked
About the Benefits of joining the Mill Creek Team
- Competitive compensation
- Comprehensive medical, dental and vision
- Employer sponsored short and long term disability, Life and ADD insurance
- 401k with employer matching
- Paid time off benefits: Vacation, Sick, Holidays
Mill Creek is an Equal Opportunity Employer