Senior Leasing Experience Specialist

Senior Leasing Experience Specialist

The Senior Leasing Experience Specialist is an advanced sales professional and a key member of PG HQ, Hillpointe's centralized sales and operations team supporting Pointe Grand communities. This role goes beyond traditional leasing by driving both inbound and outbound sales efforts to generate new opportunities, nurture prospective residents, and maximize occupancy across the portfolio. Working closely with on-site teams and centralized operations, the Senior Leasing Experience Specialist builds relationships, overcomes objections, creates urgency, and guides prospects through every stage of the leasing journey. Success in this role requires exceptional sales skills, strong accountability, disciplined follow-up, and a passion for delivering a consistent, high-quality resident experience while helping Pointe Grand communities achieve their leasing goals.

Key Responsibilities:

• Outbound Sales and Lead Generation
  • Conduct high-volume outbound calls, text messages, emails, and approved digital outreach to prospective residents.
  • Generate new prospective resident leads rather than relying exclusively on inbound marketing activity.
  • Identify prospective residents through employer relationships, referrals, local outreach, CRM research, event follow-up, canceled appointments, lost opportunities, and other approved sources.
  • Build relationships with preferred employers, staffing agencies, healthcare providers, schools, universities, relocation companies, military organizations, local businesses, and community partners.
  • Identify organizations experiencing hiring, relocation, expansion, or workforce growth within Pointe Grand markets.
  • Develop creative, compliant strategies for introducing Pointe Grand communities to prospective renters.
  • Reactivate aging, inactive, canceled, and previously lost leads.
  • Pursue every qualified opportunity through a disciplined, multi-touch sales cadence.
  • Maintain accurate attribution for self-generated leads and referral relationships.
• Advanced Leasing Sales
  • Build rapport quickly and establish credibility with prospective residents.
  • Conduct detailed discovery to understand the prospect's needs, timing, budget, location preferences, household requirements, and decision-making factors.
  • Match prospects with the Pointe Grand community and apartment option that best fits their needs.
  • Clearly communicate the Pointe Grand value proposition and differentiate the experience from competing apartment communities.
  • Create urgency around availability, pricing, apartment selection, move-in timing, and current leasing opportunities.
  • Confidently overcome objections related to price, location, timing, deposits, application requirements, apartment availability, competitors, and reluctance to make a decision.
  • Ask directly for tours, appointments, applications, deposits, and other appropriate next steps.
  • Maintain control of the sales conversation and establish a specific follow-up commitment before concluding each interaction.
  • Use approved selling tools, incentives, and community differentiators strategically.
  • Pursue the sale with persistence while maintaining honesty, professionalism, respect, and compliance.
• Prospect Conversion
  • Guide prospects from initial contact through scheduled appointment, completed tour, application, approval, and lease execution.
  • Convert phone, text, chat, email, and digital conversations into measurable leasing activity.
  • Reduce prospect fallout by identifying and addressing barriers early in the process.
  • Follow up with prospects who begin but do not complete applications.
  • Reengage prospects who miss appointments, cancel tours, delay decisions, or become unresponsive.
  • Coordinate warm handoffs to onsite teams while remaining involved when additional support is needed.
  • Support virtual and guided tour experiences when appropriate.
  • Partner with community teams to address community-specific leasing needs and occupancy priorities.
  • Prioritize opportunities based on likelihood to lease, urgency, community needs, and potential business impact.
• CRM and Pipeline Management
  • Maintain a complete and accurate pipeline within the designated CRM.
  • Document all outreach attempts, conversations, objections, needs, commitments, and next steps.
  • Use CRM tasks, campaigns, reporting, and lead data to manage follow-up consistently.
  • Prevent qualified prospects from being lost because of delayed or insufficient communication.
  • Review aging leads and stalled opportunities daily.
  • Maintain visibility into tours, applications, approvals, leases, referral relationships, and self-generated opportunities.
  • Use performance data to identify strengths, conversion gaps, and opportunities for improvement.
  • Follow all established lead-management, attribution, and communication standards.
• Partnership with Pointe Grand Communities
  • Serve as an extension of the onsite leasing and operations teams.
  • Communicate clearly with community leaders regarding prospect activity, appointments, applications, objections, and follow-up needs.
  • Learn the features, availability, pricing, market positioning, and competitive advantages of assigned Pointe Grand communities.
  • Share prospect feedback and market insights with Marketing, Operations, Startup, Preleasing, and community leadership.
  • Support new community openings, lease-ups, critical assets, occupancy initiatives, and special sales campaigns.
  • Help communities identify additional lead-generation and business-development opportunities.
  • Maintain a one-team mindset between The HUB and onsite teams.
• Performance and Accountability
  • Achieve or exceed established goals for outbound activities, meaningful conversations, self-generated leads, scheduled tours, completed tours, applications, approvals, leases, and conversion.
  • Take personal ownership of individual and assigned community results.
  • Maintain the activity, discipline, and follow-up required to produce consistent outcomes.
  • Participate in sales coaching, call reviews, role-playing, objection-handling sessions, and performance-development activities.
  • Apply coaching quickly and demonstrate measurable improvement.
  • Share successful scripts, lead sources, approaches, and objection responses with other members of The HUB.
  • Maintain a competitive, positive, and solutions-oriented mindset.
  • Find a way to win while protecting the prospective resident experience and Hillpointe's reputation.

Qualifications:

• High school diploma or equivalent required.
• Two or more years of successful experience in leasing, outbound sales, inside sales, business development, appointment setting, recruiting, automotive sales, insurance sales, hospitality sales, real estate sales, call-center sales, or another performance-driven sales environment preferred.
• Demonstrated ability to prospect, conduct cold outreach, overcome objections, and close sales.
• Experience working within measurable sales goals or performance-based compensation structures strongly preferred.
• Multifamily, real estate, hospitality, relocation, staffing, or local business-development experience is helpful but not required.
• Experience managing prospects and activities within a CRM preferred.
• Ability to work full-time from The HUB in Maitland, Florida.
• Ability to work evenings, weekends, or adjusted schedules based on prospect activity and business needs.
• Advanced telephone-sales and verbal communication skills
• Strong discovery, negotiation, objection-handling, and closing ability
• Ability to establish rapport quickly
• Ability to influence decisions through thoughtful questions, listening, storytelling, and value-based selling
• Ability to create urgency while maintaining trust
• Ability to manage multiple prospects at different stages of the leasing process
• Strong written communication across text, email, and CRM platforms
• Ability to interpret sales reporting and adjust activity based on results
• Ability to work independently while contributing to shared goals
• Ability to remain energetic and professional during high-volume outbound activity
• Ability to use multiple software platforms while conducting prospect conversations
• Strong judgment regarding appropriate and compliant resident outreach

Physical Requirements:

• Ability to sit for extended periods of time while performing work at a computer workstation.
• Frequent use of hands and fingers to operate a computer, keyboard, mouse, and telephone.
• Ability to speak clearly and hear effectively to communicate with customers and internal stakeholders via phone, video conference, or in person.
• Ability to view computer screens and read documents for extended periods.
• Occasional ability to stand, walk, bend, or reach as needed within the workplace.
• Ability to lift and/or move up to 10 pounds occasionally (e.g., office supplies or equipment).
• Ability to maintain focus and attention in a fast paced, high volume service environment.

Work Environment:

• Location Maitland, In-person, 9-6 M/F with Weekend hours 10-5 Sat and 1-5 Sun. No Flex or Hybrid.  
• High call/message volume; fast-paced, team-oriented environment. 
• Regular collaboration with leasing, operations, and maintenance teams.