OverviewLeads centralized sales and customer engagement efforts across the prospective resident lifecycle. Acts as an extension of onsite leasing teams by supporting high-value customer interactions, driving lead conversion, and ensuring consistent, high-quality customer experiences. Provides guidance to the team, reinforces sales strategies, and promotes best practices in customer engagement. Drives and supports Central Assistance Animal and Reputation Management functions to ensure a seamless customer experience and protect standards and compliance.Essential FunctionsSupports team performance by guiding customer interactions, reinforcing sales strategies, and promoting consistent follow-up practices. Ensures adherence to company policies and quality standards while maintaining a strong customer focus across all communication channels. Uses internal systems to track lead activity, monitor engagement, and maintain accurate records, while reinforcing practices that support a positive customer experience and brand reputation.Key ResponsibilitiesServe as an escalation point for complex or sensitive sales and customer service interactions; ensure timely and effective resolutionSupport inbound and outbound customer engagement, including handling high-priority leads and resident concernsMonitor and guide appointment scheduling efforts to drive tour volume and leasing outcomesEnsure consistent and high quality interactions in various process, including reputation management and the assistance animal process (reasonable accommodations)Review customer interactions to ensure quality, accuracy, and alignment with company standardsTroubleshoot customer experience challenges and coordinate with internal teams to resolve issuesSupport team operations through training, coaching, workflow distribution, and daily prioritizationProvide real-time guidance to team members on customer communication, sales techniques, and issue resolutionEnsure proper use of systems for tracking leads, documenting interactions, and managing follow-ups