Second Avenue is seeking a strong sales leader to manager a team of call center and leasing agents for one of the leading companies in SFR Real Estate and Property Management. You will be responsible for driving the teams to reach internal sales goals, while motivating leasing center agents to maintain the highest level of customer service. The ideal candidate will come from a strong background in proven sales success and management. The combined team will equate to roughly 25 total reps, responsible for supporting all company locations nationwide. Director of Leasing reports to the Senior Vice President of Leasing and Market Operations and oversees Leasing Center operations by leveraging optimal team performance with a deep knowledge of company products and customer expectations. The Miami Leasing Center consists of call center, data entry, and Leasing teams, designed to handle a large volume of inquiries via phone, email and web chat.

Second Avenue is the premier platform for enabling institutions to deploy meaningful capital into single-deeded residential assets (SFR) while retaining control and valuable lines of sight into their investments over time. Second Avenue’s proprietary technology and exclusive relationships have allowed it to bring scale to scattered single-family investment homes, a strategy that was previously untenable as an institutional asset class. The Company provides all aspects of sourcing, acquisition, and property management services for its clients.

Our processes are streamlined and intended to provide a wide range of full-service support to an integrated management platform that utilizes a high level of depth of experience and technology to deliver the highest level of service and performance to investors, team members and residents.

We offer a positive culture and professional work environment. Please visit our website for additional background on our business platform – www.secondavenue.com

Job Summary

The Director of Leasing Center reports to the Senior Vice President of Operations and oversees Miami’s Leasing Center by leveraging optimal team performance and a deep knowledge of company products and customer expectations. The Leasing Center department consists of call center, data entry, and Leasing homes, designed to handle a large volume of inquiries via phone, email and web chat. The Director also supports strategic leasing campaigns that strengthen the company’s ability to meet leasing goals. This position works closely with senior management to ensure all strategic and operational goals and values are achieved.

Duties and Responsibilities

• Oversees two to three-shift call center and data entry teams positioned in both on-site and remote operations
• Collaborates with multiple departments to optimize existing residents through business planning and delivery of increased revenue streams
• Supervises and provides direction for the Leasing Center Team
• Responsible for analyzing and communicating daily KPI metrics to the company
• Responsible for KPI and leasing metrics
• Responsible for onboarding and maintaining training agenda to ensure all leasing agents are well positioned
• Leadership skills to motivate and drive leasing metrics during on and off season timeframes
• Ensures leads and applications are handled and processed within the expected turn-around time
• Oversees phone calls and data entry activities for auditing and reporting purposes
• Identifies and provides feedback through one on ones, effective use of annual reviews, goal setting, and provision of coaching & development opportunities
• Communicates with customers to resolve their escalated questions or concerns
• Independent research on customer service topics that are pertinent to our customers

Qualifications

• 10+ years of management of operational customer service teams
• 5+ years of Property Management and Leasing customer service experience preferred
• 5+ years of successful management and leadership of customer service teams
• Willingness to obtain working knowledge of the industry including:
• An understanding of Property Management/state, local and federal Real Estate laws impacting the industry

Education and Experience

• Bachelor's degree in business management, entrepreneurship, sales, marketing, or related degree

Job Competencies

• Ability to handle requirements of multiple stakeholders: Leasing, Marketing, IT, and HR.
• Must clearly understand processes and the tradeoffs between process redesign and technology.
• Excellent customer service skills addressing the needs of both external and internal customers with strong communication, interpersonal, and process skills
• Strong interpretation and analytical understanding of numerical data
• Excellent communication and collaboration skills with a range of colleagues
• High adaptability in an environment of constant change
• Ability to interact effectively with diverse employees, departments, and customers via phone and email
• Aptitude for learning the technical details related to the organization.
• Willingness to work collaboratively and ability to demonstrate effective teamwork; Able to work independently.
• Leadership skills to motivate and drive leasing metrics during on and off season timeframes
• Attention to detail
• Problem-solving skills
• Ability to develop a strategy and communicate at all levels in written, oral, and non-verbal methods
• Ability to prioritize work and meet deadlines
• Self‐motivated, dynamic, and confident, with the ability to work on own initiative
• Experience with Salesforce or similar CRM
• Competence in Microsoft Office suite – as a minimum Word, Excel, PowerPoint
• Intermediate to advanced user of MS Office: Excel, Word, PowerPoint

Job Type and Compensation

• Full-time, Salaried –Exempt

Benefits

• Medical, Vision and Dental Insurance, Employer paid Short- and Long-Term Disability, 401k, Paid Holidays and Vacation.

NOTE: This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the job. Other duties may be assigned.