Centralized Leasing Support Specialist

Centralized Leasing Support Specialist

The Centralized Leasing Support Specialist is responsible for managing and converting inbound leasing activity across a portfolio of RR Living communities through centralized administrative leasing support. This role serves as the first live point of contact for prospective residents after initial engagement with the AI leasing assistant and is critical to driving tour volume, leasing pipeline conversion, and sight‑unseen applications.

Based in the Dallas corporate office, this role provides extended evening and weekend leasing support to ensure prospect inquiries are handled promptly, professionally, and consistently outside of standard onsite office hours. The position is heavily focused on prospect engagement, CRM follow‑up management, appointment setting, lead nurturing, and conversion support through the Knock CRM platform.

The ideal candidate is highly organized, sales‑driven, customer‑focused, technologically proficient, and thrives in a fast‑paced, high‑volume environment. Success in this role depends on strong communication skills, responsiveness, attention to detail, and the ability to convert digital leads into qualified leasing opportunities.

• Manage and respond to inbound leasing inquiries generated through AI chatbot handoffs, website leads, internet listing services, social media inquiries, and digital marketing campaigns.
• Serve as the centralized leasing support contact for assigned communities.
• Engage prospects through phone, text, email, and CRM communication channels in a professional and timely manner.
• Maintain consistent prospect communication to move leads through the leasing funnel, with a minimum of five follow‑up touchpoints.
• Build rapport with prospective residents and identify housing needs, preferences, timelines, and objections.

• Schedule qualified onsite tours for property leasing teams.
• Coordinate prospect appointments efficiently based on community availability and leasing office schedules.
• Ensure prospects receive all necessary information prior to their scheduled tours.
• Confirm upcoming appointments and conduct reminder follow‑up communications.
• Re‑engage prospects who cancel, no‑show, or become unresponsive.
• Assist in maximizing tour‑to‑lease conversion opportunities through effective pre‑tour communication.

• Maintain complete and accurate records within the Knock CRM platform.
• Ensure all prospect communications, notes, follow‑up tasks, and appointment details are properly documented.
• Monitor and manage follow‑up workflows to prevent lead loss or delayed response times.
• Execute structured lead nurturing campaigns and follow‑up sequences.
• Review CRM activity daily to ensure all leads are receiving consistent engagement.
• Utilize sales‑focused communication techniques to increase leasing conversions.
• Encourage and assist with sight‑unseen leasing opportunities through virtual engagement and digital leasing support.
• Address prospect objections related to pricing, location, availability, timing, and application requirements.
• Follow up aggressively yet professionally on all warm and active leads.
• Maintain high closing energy and strong customer engagement throughout the leasing process.

• Track and maintain performance metrics related to lead response, tour generation, and application conversion.
• Meet or exceed established KPIs related to:
  • Scheduled onsite tours
  • Tour show rates
  • Sight‑unseen application conversions
  • Lead response times
• Identify trends impacting leasing performance and provide recommendations for improvement.

• 1–3 years of leasing, sales, customer service, call center, hospitality, or multifamily experience preferred.
• Previous CRM experience strongly preferred.
• Experience with Knock CRM or property management software preferred.
• Strong computer proficiency including Microsoft Office and Google Workspace.
• Ability to work evenings and weekends as scheduled.
• Must be able to work onsite in the Dallas corporate office.
• Excellent phone presence and communication skills required.
• Multifamily leasing experience preferred.
• Centralized leasing or call center experience a plus.
• Experience handling high‑volume inbound lead activity.
• Experience converting digital leads into appointments or sales.
• Familiarity with AI leasing systems and chatbot workflows is a bonus.
• Knowledge of Fair Housing guidelines and leasing compliance standards.

• Number of onsite tours scheduled
• Sight‑unseen applications generated
• Lead‑to‑tour conversion rates
• Lead response times
• CRM follow‑up completion percentages
• Tour show percentages
• Resident prospect satisfaction
• Consistency of communication and follow‑through