Job Description
Job Description
Please note that this position requires you to work a 40 hour work week which will include Saturday and Sunday!
Customer Care Leasing Specialist, Level 4
Position Summary:
The Customer Care Specialist, Level 4 is a senior role within our centralized contact center and support operations. This position oversees the complete experience lifecycle, from early prospect interest to ongoing resident support.
A successful Customer Care Specialist, Level 4 provides empathetic, detail-oriented, and proactive support, ensuring applicants move smoothly through the leasing process and current residents receive fast, accurate assistance
Key Responsibilities:
- Answer inbound prospect calls; qualify leads and schedule property tours.
- Conduct guided virtual tours and support virtual leasing office experiences.
- Handle outbound follow-up via call, SMS, and email to nurture leads and confirm tours.
- Monitor and respond professionally to online reviews and customer feedback.
- Update CRM/property management systems with clear call notes and lead status.
- Collaborate with property and leasing teams to support occupancy goals.
- Resident & Customer Support
- Handle general resident inquiries including billing, lease questions, account clarification, and community information.
- Receive and coordinate light maintenance/service requests and route to onsite teams for resolution.
- De-escalate customer concerns with professionalism and empathy.
- Application Completion & Processing
- Serve as the applicant’s primary point of contact once the application begins.
- Explain needed documents, next steps, screening requirements, and expected timelines.
- Identify incomplete or missing materials and follow up promptly.
- Verify application information for accuracy and completeness before review.
- Work closely with property and screening teams to move applications through final approval.
- Quality, Mentorship & Escalation
- Provide support to Level 1 and Level 2 teammates when issues require advanced knowledge.
- Assist leadership with identifying workflow gaps and recommending process improvements.
- Maintain high accuracy, professionalism, and ownership of each case.
Qualifications & Skills:
Required
- 2-4 years of experience in a call center, leasing, resident services, or customer service.
- Strong communication skills (verbal, written, and digital messaging).
- High attention to detail; strong organizational and follow-through skills.
- Ability to manage multiple conversations and tasks simultaneously.
- Emotional intelligence and confidence in handling escalations or sensitive issues.
- Proficiency with property management or CRM systems (Entrata, Funnel, etc.).
- Weekend availability, including Sunday
Preferred
- Multifamily leasing or resident services experience.
- Experience conducting guided virtual tours.
- Familiarity with maintenance request workflows.
Success Metrics
Performance will be measured based on:
- Application completion & turnaround rate.
- Lead-to-tour and tour-to-lease conversion performance.
- Resident satisfaction and first-contact resolution rate.
- Accuracy and completeness of applicant documentation.
- Quality and timeliness of follow-up communications.
- Professionalism and tone in review responses and customer interactions.
Working Environment
- Weekend requirement
- High call/message volume; fast-paced, team-oriented environment.
- Regular collaboration with leasing, operations, and maintenance teams.
Company DescriptionThe Bachrach Group (TBG) is a New York-based staffing and recruiting agency founded in 1974 by Richard Bachrach. The agency specializes in facilitating placements for professionals across various industries on a nationwide scale. TBG's overarching mission is to deliver tailored staffing solutions to its client base while simultaneously providing job seekers with career prospects. The company relies on its team of recruiters, who leverage their industry knowledge and networks to connect employers with top talent. TBG provides a comprehensive range of staffing services, including direct hire, temporary staffing, Recruitment Process Outsourcing (RPO), and contract staffing. The agency has consistently achieved notable rankings in Crain's lists, ranking as the largest search firm in NYC since 2020.
Company Description
The Bachrach Group (TBG) is a New York-based staffing and recruiting agency founded in 1974 by Richard Bachrach. The agency specializes in facilitating placements for professionals across various industries on a nationwide scale. TBG's overarching mission is to deliver tailored staffing solutions to its client base while simultaneously providing job seekers with career prospects. The company relies on its team of recruiters, who leverage their industry knowledge and networks to connect employers with top talent. TBG provides a comprehensive range of staffing services, including direct hire, temporary staffing, Recruitment Process Outsourcing (RPO), and contract staffing. The agency has consistently achieved notable rankings in Crain's lists, ranking as the largest search firm in NYC since 2020.