Leasing Specialist

Who We Are

Invitation Homes is a team of more than 1,400 associates who come from all walks of life. We call different communities "home," but our shared values bind us together. Invitation Homes is a place where possibility lives.

The market teams include our Leasing, Property Management and Rehab, Turns & Maintenance professionals. Together, our dedicated associates work hard to build excellent resident experiences while maintaining high-quality homes and ensuring potential residents are presented with a rental property they can’t refuse.

PURPOSE
The purpose of this document is to provide an overview of the responsibilities of the Leasing Specialist. In addition, this document includes a list of daily, weekly, and monthly tasks that the Leasing Specialist shall perform.

BACKGROUND
The Leasing Specialist performs various specialized tasks to achieve leasing for the company, including occupancy, revenue, and customer success. To effectively perform the responsibilities of a Leasing Specialist, associates must have broad residential leasing knowledge, embrace technology to document activities, understand the long-term value of lead follow-up and leasing activities and be effective ambassadors of the Invitation Homes brand. Leasing Specialists have a significant opportunity to impact the customer experience when properly performing their responsibilities positively. The Leasing Specialist reports to the Leasing Experience Manager (LEM).

The list of responsibilities outlined in this document is extensive but not necessarily exhaustive, and LEM/LED/VPO may request that other responsibilities be completed based on the current needs of the market/company.

REQUIREMENTS
An active real estate license is required for this role. This document does not include related state-specific requirements (e.g., MLS).

JOB RESPONSIBILITIES
 

Reporting & Policy Communication
* Understand and review all Leasing Specialist-specific reports/dashboards to identify both workflow that needs to be executed and areas of opportunity to drive operational improvement. Pay particular attention to items such as the following (but not limited to):
o Conversation Rates (Lead to Showing, Showing to Application, Application to Approval, and Approval to Move In)
o Overall Experience Rating (OER) and Net Promotor Scores (NPS)
o Application Statuses including, but not limited to, Pending, Approved, Pending Cancellation, Declined, and Cancelled
o Ring Central Data includes answer rates, inbound calls, outbound calls, etc.
* Note - Some data will be captured in Tableau, and the leasing specialist will receive updates on that information from their LEM/LED.
* When communicating with prospects and/or applicants, ensure you are advising of qualification requirements, general fees (e.g., hold fee, application fee, etc.), what to expect throughout the application process, lease terms available to the applicant, and which services will be required as part of their lease (e.g., air filter delivery, Smart Home, utility management, Bilt rewards, etc.).

Listing Management
* Throughout the listing timeline, input comments in the respective Listing record based on a personal review of the data and the home, and/or feedback from prospects. This should be documented on the respective listing record in the Inventory Review section.
o Pre-Marketing Feedback - The deadline for submission of this feedback should be no later than 48 business hours after the home begins syndication.
? When assigned to a new listing in Pre-Marketing status, review the verbiage, photos, and amenities to become familiar with the home. This should include a review of the online listing to review photos, romance paragraphs, and amenity information. Document in the LES Initial-Premarketing Comments field any feedback specific to the online evaluation of the home, prior knowledge (if applicable), and high-level submarket/pricing feedback.
o Rent Ready Feedback - The deadline for submission of this feedback should be no later than 48 business hours after the home becomes rent-ready.
? At rent ready, once the home is in an OTM Active Listing Status (pre-lease excluded), provide feedback specific to the fit/finish of the home, any observable objections that may have to be overcome, and any feedback received thus far from prospects. Document in the LES Rent Ready-OTM Comments field.
? Note - Pay particular attention to scope of work completed in rehab, specifically if a large rehab or RevEx was completed, to ensure advertisement and details are in alignment with the scope of work completed.
o Aged Inventory Feedback - The deadline for submission of this feedback should be no later than 48 business hours after the home becomes aged or 30-32 Days on the Market (DOM).
? At aged (defined as 28 Days on the Market), if the home remains in an OTM Active Listing Status, provide specific feedback from showing feedback received either in prospect or asset reviews, any consistent objections received, and pricing data that may be relevant to ensuring the home moves quickly. Document in the LES Aged Inventory Comments field.
* With guidance from your LEM on who the designated market associate is (most commonly the Leasing Experience Assistant (LEA)), partner to identify "trouble conditions" within 12 business hours of creation and quickly resolve them so that homes are readily available for self-tours.

Lead Follow Up
* Utilize appropriate reporting on the dashboard to complete all lead follow-up. Communicate promptly with prospective residents. Lead and showing follow-up should be completed in the following priority order:
o Alia Handoffs - When a handoff occurs, and a subsequent LWR Record is created, contact the prospective resident within four (4) business hours and document accordingly. The first attempt should be a phone call, with subsequent attempts being either Email/Text. No updates to the Lead Record are required.
? All follow-ups should be documented on the respective LWR record in the Follow-Up Details section, using Prospect Follow-Up Result, Prospect Follow-Up Type, and Prospect Follow-Up Notes each time.
? Before contact is initiated, review the Leasing Workflow Response (LWR) Record to understand the AI Handoff Reason. Read the AI Conversation History and familiarize yourself with all prior conversations.
* If the first follow-up attempt is unsuccessful, document the LWR, and attempt at least two other contacts on the following business day using the contact method the prospect was utilizing with Alia. LES Engagement Status should remain active until at least three attempts are made.
* If the first follow-up attempt is successful, all questions have been answered, the prospect is no longer interested or qualified, and no further follow-up is needed, the record can be closed. LES Engagement Status can be updated to Closed. Notes should document details to provide feedback on no future engagement being necessary (ex. Had questions related to a prior eviction on record, notified of screening criteria, and prospect elected not to continue search)
* If the first follow-up attempt is successful, the prospect is still engaged and active, document LWR and utilize a Prospect Follow-Up Result that demonstrates the current intent. LES Engagement Status should remain active for future follow-up. Note - While the status will remain active, the Prospect Follow-Up Result and Next Follow-Up Date will help drive dashboard behavior and provide simplified oversight for the LEM/LED.
o Non-AI Assigned Lead Records - For prospective residents who were not able to be engaged with Alia, follow-up with the following cadence:
? For prospective residents who have responded to the Lead Confirmation and specifically requested follow up and a subsequent Leasing Workflow Response Record (LWR) is created, utilize the preferred method of contact identified to contact the prospective resident within four (4) business hours and document the first attempt on the applicable LWR Record.
* Leasing Workflow Response Record should be documented with the first attempt by populating the Prospect Follow Up Completed field.
* IH Lead Record (attached to LWR Record) should be documented with first attempt and all follow up attempts by populating the LES Lead Status and LES Comments.
* Lead should remain active until at least three attempts are made on the following business days. If no contact is made, each follow up should be on the following day. If contact is made, the follow up date should be driven off prospect engagement and documented on the lead record.
? For all other lead records where specific follow-up has not been requested, contact the prospective resident within four (4) business hours and update the LES Lead Status accordingly, including adding notes in the LES Comments. If available, all first contact attempts should be based on the Preferred Method of Communication listed on the respective Lead Record. If not available, the first contact attempt should be a phone number (if provided) and subsequent attempts can utilize email or text.
* When updating the LES Lead Status ensure it is relevant to the type of contact attempted and result. The lead status should only be set to a closed status if confirmed to be fraudulent, unqualified, or unable to connect based on bad data.
* Lead should remain active until at least three attempts are made on the following business days. If no contact is made, each follow up should be on
the following day. If contact is made, the follow up date should be driven off prospect engagement and documented on the lead record.
o Review and resolve Property Issues (PIs) related to leasing. Communicate with customers within 24 business (working) hours of assignment and document progress and/or details of the resolution in the Resolution Notes field of the respective PI record. If information received in the PI is relevant to the asset itself, ensure that information is added throughout the Listing Reviews (notated above) or provided to appropriate associates to ensure action is taken.

Showing Follow Up
If a prospect is actively engaged with Alia (AI) at the time of self-tour scheduling, their subsequent showing records will be assigned to Alia, and the leasing specialist is not required to take any action. The documentation below is specific to Showing Records that are assigned to a Leasing Specialist (similar to lead records above that are not engaged with Alia).
* When a self-tour has been scheduled, and prior contact with the prospective resident has not yet been established, contact the prospective resident prior to the appointment to answer questions in advance and provide contact information in case of questions during or after tours. This contact attempt should be documented in the Agent Follow Up Notes for the Showing Record. To determine the method to utilize to contact the prospect, review the attached Lead Record (if applicable) and the Preferred Method of Communication. If no lead record, phone call or text message is acceptable to attempt to establish communication but no email should be sent.
o For completed showings who have specifically requested follow up, as indicated on the subsequent LWR Record, contact the prospective resident within the same business day unless received after working hours (in which follow up should occur within 4 hours the next business day) and document the first attempt on the LWR Record. As this specific survey does not document preferred contact method, a phone call should be the first attempt.
? The first contact attempt should be documented utilizing the Prospect Follow Up Completed, Prospect Follow-Up Type, and Prospect Follow Up Notes fields on the LWR Record.
? Once documented, all future attempts (minimum of three total) should be documented on the subsequent Showing Record attached to the LWR Record. This should result in the Agent Feedback, Level of Interest, and Agent Follow Up Notes being documented as well.
? If feedback is received regarding the condition of the home during the follow up process, partner with LEM/LED to ensure feedback is documented and provided to the correct departments for resolution and support.
o When a self-tour has been completed, contact the prospective resident within 24 business (working) hours to answer questions and solicit feedback. Document attempts to contact and/or successful contacts on the respective Showing record. If contact is successful, document the Agent Feedback and Level of Interest along with any notes in the Agent Follow Up Notes. If contact is not successful, the level of interest should be placed at a 1. If prior communication preferences have been established based on the contact before the showing appointment, utilize the prospects preferred method. Phone call or text message is acceptable to attempt to establish communication but no email should be sent.

? If no contact is made, a minimum of 2 attempts should be made to connect with prospect and documented on the showing record.

Application & Move In Support
* Monitor the appropriate application dashboard daily for new application submissions. When a new application is received, review the application and follow up accordingly (within four business hours ) and document using the Initial App Contact Attempt Date/Time. Initial contact should be to introduce yourself and Invitation Homes, ensure applicant is receiving application emails, and notify them to monitor emails for any requests from the Operational Support Team.
* If requests for additional information are made from Ops Support utilizing Salesforce Marketing Cloud (SFMC), follow up with applicants to ensure they complete requirements timely and avoid cancellation. Document all attempts and/or successful contacts on the respective AppTrack record using the LES Attempt/Successful Contact Date/Time fields and LES/Market Comments notes field.
* Upon approval, ensure a desired move-in date has been established and documented on the AppTrack Record within 12 business hours using the Requested Lease Start Date field (entire Lease Verification section does not need to be updated until you are ready to request lease generation). Keep applicants well-informed by promptly communicating any adjustments to the move-in date. During this communication, discuss with prospects the options of longer-term leases, when available, to drive conversion.
* Throughout the post application approval to move in workflow, advise applicants of what to expect next, including when any payments are due, when lease agreements will be sent, HOA/HAP requirements (if applicable), the Resident Orientation (RO) process, and how they will gain access to the home the day of move in. Document all conversations/follow up using the LES Attempt/Successful Contact Date/Time fields and the LES Comments notes field.
* Partner with the LEM and RTM to ensure pre-leased homes are ready for move in. Once confirmation is received of the completion date of the home, ensure lease generation and the move in process has begun.
* Support future residents throughout the move in process to ensure a smooth transition into the home, including, but not limited to, support with lease execution, collection of move in funds, ensuring access to the home, and answering any final questions that may arise.
* Complete Welcome Calls within three business days of residency and document interactions on the respective AppTrack Record. Use the Welcome Call script provided by Marketing, and strive to achieve three key outcomes:
o Answer questions and advise on the transition to the Property Management team.
o Remind and/or educate residents of requirements related to renters' insurance, the importance of complying with Covenants, Conditions, & Restrictions (CCRs) of HOAs (if applicable), the convenience of using the Maintenance mobile app to submit or modify service requests, and how to navigate to the online Help Center for self-service.
o Encourage residents to sign up for autopay in their resident portal and complete the move-in survey that will be sent.
 

Fraudulent Activity/Unauthorized Occupants
* If a lead or showing is determined to be fraudulent, indicate such on the Fraudulent Lead checkbox of the Leads record and/or Fraudulent Showing checkbox of the Showing record.
* When an unauthorized occupant is identified in a home, take the following steps:

Notify the LEA and LEM to allow them to temporarily take the home off the market and notate the listing record using the Unauthorized Occupant Identified field.
o Attempt to contact unauthorized occupants to request that they vacate the home or submit an application. Note - in select markets, the latter is not offered until after the occupant has vacated the home.
o If contact is unsuccessful or occupants refuse to vacate or apply, partner with the LEA and with Property Management to ensure the eviction workflow is initiated. While Property Management should initiate the eviction workflow, it is critical that the Leasing Specialist keeps up with the property as it is in their inventory to ensure the process is done timely, escalating to LEM if necessary.
o Partner with the LEM/LED and with Property Management to understand where the home is in the eviction workflow to be prepared for pre-leasing when appropriate.

Homeowners Association (HOA) and Housing Authority Participant (HAP) Management
With regards to items listed in this section, Leasing Specialists should partner with the appropriate associate, which is typically the LEA in smaller markets and the Customer Service Representative - Property Management (CSR-PM) in larger markets.
* When an HOA requires an application or approval for new applications, partner with the LEA or CSR-PM to ensure the process is initiated promptly. Once approved by the HOA, ensure the leasing workflow resumes timely to avoid delays in lease generation and/or receipt of monies due. For HOAs that only require a registration or lease submission, ensure this is completed within the timeline required by the HOA.
* Partner with the LEA or CSR-PM to ensure the Request for Tenancy Approval (RFTA) packet is submitted immediately upon approval of an application. Ensure approvals and inspections are received timely from the case worker. Upon approval of the RFTA packet and housing contract, ensure lease generation is completed.

BTR Component
Job responsibilities as a part of the Build to Rent (BTR) are not outlined in this job guide but are provided in subsequent documentation specific to BTR. Any requirements outlined in the BTR play book and policy should be considered a component of this job guide and accounted for in daily, weekly, and monthly tasks.

General
* Understand and uphold the company’s Code of Conduct.
* Comply with policies set forth in the Leasing and Property Management Policies manual.
* Adhere to Fair Housing principles Leasing Specialist in all communications (written and verbal).
* Understand the channels by which prospective residents may search or view listings, the content of communication they receive after requesting more information through such channels, and how self-tours are scheduled.
* Understand the role of artificial intelligence (AI) in leasing and how Alia interacts with prospective residents.
* Be familiar with the Leasing Application Dashboard (LAD) and understand the workflow from an applicant’s perspective, including the processes associated with identification verification (IDV) and income verification (VOI).

Utilize core technology platforms as designed:
o Correctly input information and/or upload documentation in technology platforms to ensure workflow progresses appropriately.
o Maintain data integrity in all systems and communicate any data integrity issues to a manager in a timely manner.
* Manage self-related HR responsibilities including but not limited to:
o Submission and tracking of paid time off (PTO) and volunteer hours as early as possible but at a minimum of two (2) weeks prior to provide accurate view of Leasing Specialist capacity and arrange for appropriate coverage.
o Compliance with all annual individual goals.
* Respond to emails and return voicemails no later than one business (working) day.
* Ensure answer rate for inbound phone calls is monitored and meets the expectations of local market leadership.
* Utilize Zendesk Guide, our knowledge management system (KMS), as a resource for processes and procedures.
* Complete company-assigned training via The Study
* Attend trainings/refreshers, conference calls, and various meetings, including but not limited to:
o Trainings/refreshers/calls related to new initiatives or processes
o Team, market, and national meetings
o Weekly or bi-weekly 1:1s with LEM
o Performance reviews

Salary Range

Compensation and Benefits

To attract and retain top talent, we're pleased to offer competitive compensation and benefits, including:

• Annual bonus program

• Health, dental, vision, and life insurance

• Long-term and short-term disability insurance

• Generous paid time off plans include vacation accrual, sick time, standard holidays and floating holidays

• 401(k) with company matching contributions

• Awesome work environment with casual dress

• Team events and gatherings (Pre- and Post-Covid)

Invitation Homes is an equal opportunity employer committed to fostering a diverse, inclusive and innovative environment with the best associates. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status or any other factor protected by applicable federal, state or local law. If you have a disability or special need that requires accommodation, please contact us at humanresources@invitationhomes.com.

To all recruitment agencies: Invitation Homes does not accept agency resumes.  Please do not forward resumes to Invitation Homes employees.  Invitation Homes is not responsible for any fees related to unsolicited resumes.