Centralized Leasing Support Specialist (37354)

RR Living — Centralized Leasing Support Specialist

Our mantra is simple -- love. Love what you do. Love where you live. Love the success and return we provide. At RR Living, we are a part of something special.

 

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.

 

This individual acts as an extension of the onsite leasing teams by maintaining continuous communication with prospects, identifying leasing opportunities, overcoming objections, and creating urgency that results in scheduled tours and completed applications, while providing regular communication with their assign community teams.

 

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.

 

Responsibilities & Expectations

 

Centralized Leasing & Lead Management

· 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 5 follow-up touchpoints.

· Build rapport with prospective residents and identify housing needs, preferences, timelines, and objections.

· Assist prospects with questions regarding pricing, availability, floor plans, amenities, application processes, and community information.

· Utilize consultative sales techniques to convert inquiries into scheduled onsite tours and completed applications.

· Generate urgency and excitement around community availability and specials.

· Support leasing efforts across multiple communities simultaneously while maintaining high communication quality and responsiveness.

· Maintain accurate documentation of all prospect interactions within the CRM system.

Tour Coordination & Appointment Setting

· 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.

· Identify high-intent prospects and prioritize immediate follow-up efforts.

· Help create a seamless transition between centralized support and onsite leasing teams.

· Support and encourage sight-unseen leasing opportunities when appropriate.

 

CRM & Administrative Leasing Support

· 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.

· Assist with lead assignment management and communication coordination.

· Track prospect progression from inquiry to application submission.

· Monitor response time compliance and follow-up standards.

· Support administrative leasing functions for onsite teams as needed.

· Ensure adherence to company leasing policies, communication standards, and Fair Housing compliance.

 

Sales Conversion & Prospect 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.

· Partner with onsite teams to ensure seamless communication regarding prospect needs and priorities on a daily basis.

· Assist with driving occupancy goals through centralized prospect management.

· Support leasing promotions, specials, and marketing initiatives through prospect outreach.

· Identify opportunities to improve conversion ratios and lead engagement strategies.

 

Reporting & Performance Accountability

· 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

· CRM follow-up compliance

· Prospect engagement activity

· Conversion ratios

· Participate in regular performance reviews, coaching sessions, and training initiatives.

· Identify trends impacting leasing performance and provide recommendations for improvement.

· Assist leadership with reporting and pipeline management insights.

Required Skills & Competencies

The ideal candidate will demonstrate:

· 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

· Strong sales and customer service abilities

· Excellent verbal and written communication skills

· High energy and strong sense of urgency

· Exceptional organization and multitasking skills

· Strong follow-up discipline and attention to detail

· Ability to work effectively in a fast-paced, high-volume environment

· Positive and team-oriented attitude

· Professionalism and emotional intelligence in all interactions

· Ability to remain motivated during repetitive administrative workflows

· Strong problem-solving and objection-handling abilities

· Adaptability and willingness to support evolving operational needs

 

Key Performance Indicators (KPIs)

Success in this role will primarily be measured by:

· 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

· Prospect engagement quality

· Application conversion ratios

· Resident prospect satisfaction

· Consistency of communication and follow-through

 

RR Living Values 

Be Your Best. Do Your Best 

• We celebrate individualism, collaboration, and inclusion. Our associates are the best in the business, exemplifying that which we celebrate as an organization. Recognizing happiness and great attitudes are contagious, we hold ourselves and each other accountable. Success begets success and happiness begets happiness. 

Honesty, Integrity, and an Unwavering Commitment to Excellence 

• Excellent resident experiences are our specialty, recognizing the unique challenges of rentership. We provide a wonderful place to call Home, striving to do what is often missed -- creating unparalleled living experiences for our residents, incredible opportunities for our associates, and impressive revenues for our partners & owners. Simply put, we Care. 

Empowered Associates, Obsessively Purpose-Driven and Stronger Together 

• Success, a people-centric approach, and revenue growth are not independent of each other. We operate as one team. deliberate in the actions taken to drive revenue and improved valuation for owners & investors. As happy performers, our associates are an engaged team empowered to work together to achieve our common goals, making us an unstoppable successful organization.

The Magic is in the Details 

• Recognizing that residents choose to live where they can be proud of residing, we understand that details matter. Our teams provide personalized service that exceeds expectations and creates unique neighborhood-like environments. From elite resident events to local partnerships within our market, we strive to provide only the best for those we serve. 

Passion and Care Defines Our Team 

• Recognizing that our passion for providing homes is a special calling, we answer with respect and resolve to do and be the best. We are good citizens making a positive impact in the greater community through philanthropy and volunteering locally. Everyone is uniquely important and we strive to create meaningful Moments That Matter for our residents, associates and shareholders.