Spec., Customer Sales I

POSITION: Specialist, Customer Sales - Level I

COMPENSATION: Pursuant to  Colorado regulations, if this job is performed in Colorado, the salary range is $17-$18/hr plus bonus potential. Eligible to participate in the company benefits plan. We offer health, vision, dental, and pet insurance. We offer a 401(k) retirement plan, student loan assistance, licensing and continuing education reimbursement, parental leave, and housing allowances or gifts. 

REPORTS TO: Manager, Centralized Services

SUMMARY:

As a Customer Sales Specialist (CSS-1), you will join Cardinal’s internal Centralized Services team to provide advanced leasing support to our student, conventional, and affordable communities. Your primary responsibilities will include responding to or sending inbound/ outbound phone, email, and SMS inquiries from prospective residents and guiding applicants and guarantors to a completed application and lease. 

This role will be a part of Cardinal Group’s new centralized services team and can be performed remotely or at our HQ office in Denver, CO. Although your role is remote and reports to the Manager, Centralized Services, you will work closely with the onsite leasing team members at contracted communities to provide consistent, expectation-exceeding customer service to our prospective future residents. 

ESSENTIAL RESPONSIBILITIES (Including but not limited to):

• Operates in Cardinal Group’s contact center platform and industry-leading property management systems to assist prospective new residents with their apartment search across our portfolio of student, conventional, and affordable communities.
• Effectively communicate community features and benefits to potential customers.
• Qualify leads and identify customer needs to tailor sales presentations.
• Handle customer inquiries and resolve issues professionally and efficiently.
• Meet and exceed daily, weekly, and monthly sales targets.
• Accurately record customer information and sales data in our CRM system.
• Collaborate with onsite teams and the Portfolio Sales and Marketing Manager, ensuring communities achieve their leasing objectives efficiently and accurately.
• Partner with onsite team members to learn each assigned community's selling points, common objections, and brand identity, utilizing this knowledge to become a subject matter expert.
• Adopt and utilize Artificial Intelligence (AI) tools to consistently provide outstanding customer service at scale.
• Manage inbound phone, text, and email communication with a focus on driving urgency and building the value of assets to customers, increasing the likelihood of a scheduled tour and lease conversion.
• Deploy strategic outbound communication efforts that focus on driving urgency and building the value of assets to customers, increasing the likelihood of a scheduled tour and lease conversion.
• Discover opportunities to cross-sell other Cardinal communities in markets with multiple communities to ensure the prospect has the most options available for their search.
• Produce and administer accurate reports on leasing performance at assigned communities, highlighting the impact of specialists and AI tools.
• Consistently meet expected Key Performance Indicator (KPI) targets set by a Customer Sales Manager and other stakeholders.
• Identify strategic opportunities for department growth and innovation to lessen the burden on onsite teams and increase the value of assigned assets.
• Research and prepare reports, memos, letters, and other documents using word processing, spreadsheet, database, or presentation software, as directed by the department manager. Use these items to host bi-weekly status performance calls for assigned teams and communities.
• Adhere to legal and audit requirements for federal, state, and local fair housing regulations regarding the prospect and application process.
• Display Cardinal Group’s dedication to professionalism and service while building genuine connections in interactions with future residents. 
• Completes CardinalU and other internal skill-building training as required, including completion and continuous execution of the Cardinal Way of Leasing.

PREFERRED QUALIFICATIONS:

• 1-2  years of customer service and sales experience.
• 1-2 years of property management experience preferred.
• High School Diploma or equivalent required.
• Demonstrated ability to master evolving technological resources, including AI tools.
• Elite communication and interpersonal skills.
• Service-focused while creating memorable experiences internally and externally.
• Focus on delivering a warm, friendly, and helpful experience for all prospective members.
• Knowledge of Yardi / Rent Cafe/ Entrata / Knock/ Realpage is preferred.
• Moderate/High-level understanding of Microsoft and Google Office Suite.
• Available to work evenings and weekends.
• Ability to embody the Cardinal Culture and Cardinal Core Values every day.

WORK ENVIRONMENT / PHYSICAL DEMANDS:

The work environment characteristics described here represent those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Incumbents primarily work in an office environment but may also have frequent exposure to outside apartment buildings and all areas of the property, including amenities, and have frequent exposure to outside elements where temperature, weather, odors, and landscape may be unpleasant and hazardous. The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. 

While performing the duties of this job, the employee is regularly required to use hands to finger, type, handle, or feel and talk or hear. The employee must regularly stand, walk, reach with hands and arms, and climb, stoop, or squat. The employee is often required to sit. Incumbents must be able to physically access all exterior and interior parts of the property and amenities. They must be able to work inside and outside in all weather conditions, including rain, snow, heat, hail, wind, and sleet. The employee must be able to push, pull, lift, carry, or maneuver office products and supplies of up to twenty (20) pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Routine local travel may be required to attend training classes, client visits, or other situations necessary to accomplish some or all of the daily responsibilities of this position. Overnight travel is required to attend company functions, training, property visits, and other situations necessary to accomplish special projects that may be assigned occasionally.

The above job description is not intended to be an all-inclusive list of the position's duties and standards. Incumbents will follow any other instructions and perform any other related duties as assigned by their supervisor.