Customer Care Specialist, Level 4

Key Responsibilities

• Answer inbound prospect calls; qualify leads and schedule property tours.
• Conduct guided virtual tours and support virtual leasing office experiences.
• Handle outbound follow-up via call, SMS, and email to nurture leads and confirm tours.
• Monitor and respond professionally to online reviews and customer feedback.
• Update CRM/property management systems with clear call notes and lead status.
• Collaborate with property and leasing teams to support occupancy goals.

Qualifications & Skills

• Required:
• 2-4 years of experience in a call center, leasing, resident services, or customer service.
• Strong communication skills (verbal, written, and digital messaging).
• High attention to detail; strong organizational and follow-through skills.
• Ability to manage multiple conversations and tasks simultaneously.
• Emotional intelligence and confidence in handling escalations or sensitive issues.
• Proficiency with property management or CRM systems (Entrata, Funnel, etc.).
• Weekend availability, including Sunday
• PREFERRED:
• Multifamily leasing or resident services experience.
• Experience conducting guided virtual tours.
• Familiarity with maintenance request workflows.

Success Metrics

• Application completion & turnaround rate.
• Lead-to-tour and tour-to-lease conversion performance.
• Resident satisfaction and first-contact resolution rate.
• Accuracy and completeness of applicant documentation.
• Quality and timeliness of follow-up communications.
• Professionalism and tone in review responses and customer interactions.

Working Environment

• High call/message volume; fast-paced, team-oriented environment.
• Regular collaboration with leasing, operations, and maintenance teams.