Lead-to-Lease & AppFolio Support Specialist
Job Type: Full-Time
Work Hours: Monday to Friday, 9:00 AM to 5:30 PM Eastern Time, with a 30-minute break
Salary: $1,000
Job Overview:
We are seeking a proactive, detail-oriented Lead-to-Lease & AppFolio Support Specialist to support the lead-to-lease process and day-to-day property management operations. The primary focus of this role is to ensure that every prospective resident receives a prompt, accurate, and professional response—whether the inquiry comes through AppFolio, an AI leasing assistant, a listing platform, email, or phone.
The ideal candidate has strong AppFolio experience, excellent spoken and written English, and the judgment to determine whether an inquiry can be resolved directly or must be escalated to the appropriate Property Manager. This person will also monitor unresolved tasks, maintain accurate lead records, identify recurring questions, and help improve the company's leasing workflows and knowledge base.
Over time, the role may expand to include resident communication, lease-renewal support, maintenance coordination, and additional operational reporting.
Key Responsibilities:
- Lead-to-Lease Support
- Respond promptly and professionally to prospective-resident inquiries received through AppFolio, phone, email, Apartments.com, Zillow, and other lead sources.
- Answer questions regarding property availability, rental pricing, utility charges, qualification requirements, amenities, and showing availability using approved information.
- Qualify prospective residents based on the company's established screening criteria and leasing procedures.
- Assist prospects with scheduling, rescheduling, or canceling property tours.
- Ensure every lead is associated with the correct property and accurately entered into AppFolio.
- Maintain complete and organized notes for every prospect interaction.
- Follow up consistently with prospective residents throughout the leasing process to reduce missed opportunities.
- AI Leasing and Inquiry Triage
- Monitor inquiries that cannot be resolved by the company's AI leasing assistant or automated workflows.
- Review each escalated inquiry and determine whether to answer it directly or route it to the appropriate Property Manager.
- Escalate sensitive, unusual, legal, screening-related, or policy-specific questions without making unauthorized decisions.
- Identify frequently asked questions and recurring issues that should be added to the company's approved FAQ or knowledge base.
- Work with management to improve standard responses and make automated leasing workflows more accurate and effective over time.
- Phone and Communication Support
- Serve as the primary point of contact for inbound leasing calls through the company's centralized phone line.
- Communicate clearly, confidently, and professionally with prospective and current residents.
- Capture complete caller information, identify the relevant property, qualify the inquiry, and document the interaction in AppFolio.
- Route urgent or specialized matters to the correct team member and follow through until the handoff is completed.
- Follow-Up and Operational Reporting
- Monitor inquiries and tasks assigned to Property Managers and follow up when responses are overdue.
- Track unresolved, high-priority, and time-sensitive leads to ensure they receive timely attention.
- Produce practical daily or weekly reports on lead volume, response times, unresolved inquiries, scheduled tours, follow-up status, and conversion activity.
- Identify gaps, delays, and recurring operational problems and communicate them to management.
- Help create consistent processes that improve accountability across the leasing team.
- Future Property Management Support
- Assist with resident inquiries, lease-renewal follow-up, and resident satisfaction initiatives as needed.
- Support maintenance coordination by documenting requests, assessing urgency based on approved guidelines, and routing work orders appropriately.
- Follow up with residents, vendors, and Property Managers regarding open maintenance items when assigned.
- Provide additional administrative and operational support to the property management team as the role develops.
Required Skills & Qualifications:
- At least two years of experience in property management, leasing, lead-to-lease coordination, or an Assistant Property Manager role.
- Hands-on experience using AppFolio for lead management, resident communication, task tracking, or property management operations.
- Strong understanding of the residential leasing process, from initial inquiry through qualification, showing, application, and handoff.
- Excellent spoken and written English, with the confidence to handle inbound calls professionally.
- Strong attention to detail and the ability to maintain accurate records across multiple properties and communication channels.
- Sound judgment and the ability to distinguish between questions that can be answered using approved information and matters requiring escalation.
- Strong follow-up, organization, time-management, and problem-solving skills.
- Ability to work independently, take initiative, and manage priorities in a fast-paced environment.
- Reliable internet connection, professional remote-work environment, and availability during required U.S. business hours.
Note: An NBI or police clearance will be required upon acceptance of the job offer.
