Call Center Leasing & Resident Service Specialist

Job Locations US-NY-New York
Job ID
2612
Function
Leasing
Location Name
423 West 55th Street

Overview

Related Companies is the most prominent privately-owned real estate firm in the United States.  Formed over 40 years ago, Related is a fully-integrated, highly diversified industry leader with experience in virtually every aspect of development, acquisitions, management, finance, marketing and sales. Headquartered in New York City, Related has offices and major developments in Boston, Chicago, Los Angeles, San Francisco, South Florida, Washington, D.C., Abu Dhabi, London and Shanghai and boasts a team of over 3,000 professionals. The Company’s existing portfolio of real estate assets, valued at over $30 billion, is made up of best-in-class developments in premier high-barrier-to-entry markets across all asset classes.

 

Related has dramatically redefined the concept of metropolitan luxury by introducing extraordinary residential rental properties in Boston, Chicago, Los Angeles, San Francisco and New York City. With each new building, Related has been hailed for setting new standards of excellence in the luxury rental marketplace.  To ensure that every resident in every Related building enjoys the very finest services, unsurpassed amenities, and a luxury lifestyle without compromise, Related Companies takes great pride in managing every building it owns. Related owns and manages 261 Hudson, 456 Washington, Abington House, The Caledonia, The Easton, The Lyric, MiMA, One Carnegie Hill, One Union Square South, Riverwalk Crossing, Riverwalk Point, The Sierra, The Strathmore, The Tate, Tribeca Green, Tribeca Park, Tribeca Tower, The Westminster and The Westport in New York City (and manages 1214 Fifth Avenue and 89 Murray also in New York City), One Back Bay and The Arlington in Boston, 500 Lake Shore Drive and Landmark West Loop in Chicago, The Emerson in Los Angeles, The Paramount in San Francisco and One Hill South in Washington, D.C. Related also owns an extensive portfolio of workforce and affordable housing and has several new rental developments underway across the country. For more information about Related Companies please visit www.related.com

Responsibilities

The Call Center Leasing Associate(s) are the first point of telephone and email contact for all prospect inquiries in Related Rentals. The Call Center Leasing Associates report directly to a Sr. RR VP of Leasing. The group is responsive to all leasing personnel, General Managers, Regional Manager and other department heads, executives and officers of Related Management Co., L.P. in compliance with all company policies and procedures and all applicable Fair Housing and Human Rights statutes.

 

DUTIES AND RESPONSIBILITIES:

 

The Leasing Associate, under the direction of the VP of Leasing, is directly responsible for:

  • Creating immediate rapport with all callers in order to schedule reliable on site appointments with leasing agents.
  • Answering all questions about the Related portfolio and the Related Companies including specifics on each individual building, available inventory, etc.
  • Offering alternatives to prospects who are uncertain or have multiple options.
  • Qualifying leads before forwarding them to the appropriate Leasing Agent.
  • Scheduling appointments for Leasing Agents on Outlook.
  • Making follow up outbound calls with all renewal-ready residents, and post move-in orientation.
  • Tracking web page functionality and required changes.
  • Answering all questions about submarket neighborhoods in all Related cities.
  • Completing administrative tasks to support the Center.
  • Contributing to special projects associated with advertising campaigns and outreach programs.
  • Mastering Call Center technology.
  • Special projects as necessary

 

BRAND BEHAVIORS:

  • Welcomes every request/inquiry as an opportunity to generate loyalty.
  • Applies Related Brand behaviors, paradigms and commitments.
  • Demonstrates the Accountability Pyramid consistently.
  • Utilizes T.W.I.S.P. as a self evaluation tool after each interaction.
  • Participates in AAR/Best Practice Processes as a developmental mechanism.
  • Partners effectively across the entire Related Rentals portfolio.

 

TASKS:

  • The Call Center Leasing Associate’s tasks include, but are not limited to
  • Answering the phone before the second ring.
  • Demonstrating telephone best practices, i.e. volume, pace, questioning, etc.
  • Engaging each caller individually and creating rapport under all conditions.
  • Pre-qualifying all leads accurately and according to Related protocols.
  • Maintaining and reviewing the Call Center data base, which provides a checklist of each building’s features and benefits, expected objections, and responses, neighborhood features, and competitive market.
  • Mastering a variety of call scripts in a way that feels authentic to all callers.
  • Administering Outlook calendars to schedule leasing appointments for prospects.
  • Visiting comparable buildings to gain first hand understanding of all markets and competition.
  • Providing feedback on advertising and incentive campaigns when appropriate.
  • Providing telephone coverage 7 days a week from 7 a.m. until 10 p.m. including RMC holidays.
  • Preparing weekly traffic/activity weekly reports.
  • Tracking web page functionality and inventory daily.
  • Contributing to special projects as assigned.

Qualifications

  •  Ability to establish and maintain rapport with all callers quickly.
  • Under graduate degree or equivalent.
  • Proficiency in Microsoft Word and Excel.
  • Excellent written and verbal communication skills.
  • Ability and commitment to learn new material quickly and upgrade skills.
  • Ability to work independently AND in a team environment.
  • General Call Center leasing experience/knowledge is a plus.

 

WORKING CONDITIONS:

  • Position is located in New York.
  • Compensation for this position is $25/hr. plus incentives.
  • Rotating shifts, flexibility to accommodate peak time staffing.

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