Prospect Engagement Specialist | Remote Jacksonville

Job Summary

The Prospect Engagement Specialist reports to the Sales and Leasing Manager and operates remotely to support the leasing operations and financial performance of assigned apartment communities for MAA.  Primary responsibilities include interacting with prospective residents across multiple properties through different communication channels, providing extraordinary customer service from first contact to post-tour follow-up.

The successful candidate will embody and work to reinforce MAA’s Core Values.  Those values include:

• Appreciating the uniqueness of each individual

• Communicating openly and with integrity

• Embracing opportunities

• Doing the right thing at the right time for the right reasons

Duties and Responsibilities

• Serves as the first point of contact for all inbound apartment inquiries via multiple communication channels (phone, email, chatbot, digital platforms). Initiates contact with prospects upon lead receipt or incoming calls, ensuring a high-quality experience from the outset.

• Builds strong rapport with prospects through engaging and professional telephone interactions and other communication channels with the objective of booking appointments for on-site tours. Creates a “wow” or extraordinary customer experience during every interaction and prospect touchpoint.

• Delivers compelling sales pitches and creates urgency to encourage and schedule community visits. Schedules property tours (in-person, self-guided, or preferred method) and confirms appointments prior to the visit.

• Provides a concierge-level service from initial contact through the day of the tour—and beyond, if applicable. Confirms tour details, provides directions to the property, and introduces the on-site point of contact facilitating the property tour(s).

• Contacts prospects who missed a tour or toured without applying to encourage engagement and leasing.

• Manages the lead platform pipeline to ensure swift response times, effective communication, and consistent follow-up. Executes campaigns to retain active engagement of prospects in the lead pipeline.

• Supports multiple properties within a designated hub, region, market, or division, based on call volume, historical data, and unit count.

• Ensures optimal lead-to-appointment and lead-to-visit conversion rates based on established goals. Maintains fast and consistent response times across all communication channels as compared to benchmarks. Achieves a high percentage of scheduled property tours based on established goals.

• Develops and maintains a deep knowledge of all aspects, amenities and features of each assigned community.

• Collects and updates market survey information from publicly available websites into revenue management system on a weekly basis.

• Monitors, audits, and maintains artificial intelligence tool knowledge base to ensure accuracy and enable optimal performance of centralized support

• Collaborates effectively with team members and stakeholders using digital collaboration tools and platforms (e.g., email, video conferencing, project management applications) to coordinate tasks and share updates.

• Ensures availability during established working hours and applies self-motivation and time management to meet deadlines and deliver high-quality work independently. Adheres to company policies and security protocols while working remotely.

• Performs other related duties as assigned to meet the needs of the business. 

Required Qualifications

• 1-3 years of customer service and/or administrative support experience required, or an equivalent combination of education and experience

Preferred Qualifications

• Bachelor’s degree with leasing experience preferred

• Bilingual skills preferred

Knowledge, Skills, and Abilities

• Sales knowledge, skills and abilities to sell products and services to new and existing customers

• Customer service skills and conflict resolution skills to overcome objections and resolve issues

• Skill and ability to clearly and concisely communicate verbally and in writing

• Organizational skills to maintain records and schedules

• Knowledge of apartment management laws and regulations at the federal, state, and local levels

• Ability to develop and apply a thorough knowledge of all aspects, amenities, and features of communities within portfolio supported

• Technology savvy and resourcefulness to learn and use multiple applications concurrently to complete various tasks and interact with others

• Proficiency with Microsoft Office applications (Word, Excel, Outlook and PowerPoint)

• Ability to maintain confidentiality and maintain appropriate discretion

Physical and Environmental Requirements

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.

• This position requires the ability to occasionally lift office products and supplies, up to 25 pounds.

• This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Disclaimer

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.