Sales & Support Team Lead

Sales & Support Team Lead

Leads 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.

Supports 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.

Serve as an escalation point for complex or sensitive sales and customer service interactions; ensure timely and effective resolution. Support inbound and outbound customer engagement, including handling high-priority leads and resident concerns. Monitor and guide appointment scheduling efforts to drive tour volume and leasing outcomes. Ensure 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 standards. Troubleshoot customer experience challenges and coordinate with internal teams to resolve issues. Support team operations through training, coaching, workflow distribution, and daily prioritization. Provide real-time guidance to team members on customer communication, sales techniques, and issue resolution. Ensure proper use of systems for tracking leads, documenting interactions, and managing follow-ups.

High School Diploma or equivalent required. Minimum of 3 years of customer service, sales, or call center experience, or equivalent combination of education and experience. Strong customer service and sales acumen, with ability to influence and convert leads. Experience in a call center, centralized leasing, or customer engagement environment preferred. Ability to manage multiple priorities in a fast-paced, performance-driven environment. Strong problem-solving skills and attention to detail. Excellent verbal and written communication skills across phone, email, and chat channels. Ability to coach team members on customer interactions, sales techniques, and service recovery. Comfortable navigating multiple systems for tracking, documentation, and follow-up. Ability to interpret and apply policies and procedures while maintaining a positive customer experience.

AIR offers attractive total compensation packages designed to recognize and reward performance: Expected pay rate of $31-34/hr. Paid time off including vacation, sick time, and 14 holidays. Medical, dental, vision, and life insurance options, HSA/FSA plans, short and long-term disability paid by the company. 25% Rent Discount at any AIR community (a rental application is required, and certain exclusions apply). 401(k) plan with up to 6% employer contribution. Paid parental leave of up to 16 weeks. Tuition assistance program and up to 100% reimbursement for job-related certifications and licenses. 15 hours of paid time annually for community service. Commuter benefits and pet insurance. Consumer discounts on various products and services. Opportunities for ongoing professional development, leadership training, and career growth.