Leasing Advisor

CYM Living - Where caring meets innovation. We are a national real estate firm with corporate headquarters in Chicago, IL, Indianapolis, IN and just outside of New York City. Our mission is to provide our residents with an exceptional living experience, nurture a culture of community, and empower growth from within. As a vertically integrated firm, we lead with operations by taking a hands-on approach to real estate investment and property management, accomplishing our mission by incorporating data and technology with hyperlocal customer service to all units.

CYM Living is seeking a highly organized, customer-focused Area Leasing Advisor to support leasing operations across a scattered-site portfolio. This role serves as the primary human support contact when Leasing AI (Elise/Stella) escalates conversations that require judgment, empathy, or real-time decision-making. In addition to managing AI-escalated prospect and resident communications, this role is directly responsible for leasing and supporting apartments assigned to the Zone Office portfolio, including units attached to the advisor's home office.

This position plays a critical role in increasing lead conversion, reducing dropped prospects, strengthening resident retention, and ensuring seamless coordination between AI systems, onsite teams, and management.

Requirements

• Leasing, sales, or customer service experience
• Strong written and verbal communication skills
• Comfortable working in structured CRM workflows
• Ability to manage high task volume and prioritize effectively
• Highly organized and detail-oriented
• Calm, professional, and solution-focused under pressure
• Experience with Elise CRM and App Folio preferred

Key Responsibilities

Prospect Relations & AI Escalation Support

• Act as the first human point of contact when Leasing AI escalates tasks due to:
• Complex prospect questions
• Requests for a live agent
• Urgent or time-sensitive leasing situations
• Monitor and prioritize escalations within Elise CRM daily
• Respond to prospect communications via:
• Text
• AI-routed phone calls
• Call-back requests
• Maintain strong knowledge of:
• Pricing and availability
• Property features and locations
• Leasing policies (application fees, move-in costs, pet policies, etc.)
• Application requirements and approval process
• Send applications and guide prospects through next steps
• Monitor daily tour schedules and resolve scheduling conflicts
• Serve as backup scheduling coordinator for Stella by reviewing calendars and confirming tours

Resident Relations & Retention Support

The Area Leasing Advisor supports resident satisfaction and retention through proactive communication and follow-up.

Responsibilities include:

• New move-in follow-up phone calls
• Work order satisfaction phone calls
• Renewal reminders
• Delinquency calls
• Resident satisfaction surveys
• Delivering resident notices and 5-day letters
• Entering and tracking work orders
• Handling light maintenance-related questions
• Responding to general resident inquiries
• Escalating complex issues to Property Managers

This role helps strengthen resident experience, reduce turnover, and improve communication flow across the portfolio.
Application, Move-In & Pre-Resident Coordination

• Serve as the primary human contact once a prospect enters the approval stage
• Confirm lease execution prior to move-in
• Ensure residents understand and acknowledge move-in costs
• Clearly communicate expectations and next steps
• Track and manage Move-In Inspection Forms
• Upload completed documentation into App Folio
• Conduct renewal outreach for upcoming lease expirations
• Escalate concerns appropriately

(This role does not generate renewal offers or negotiate lease terms.)

Media & Visual Leasing Support

• Upload and maintain unit and property media in App Folio:
• Photos
• Floor plans
• Videos

• Ensure media is accurate and up to date
• Share approved visuals with prospects to support leasing conversations
• Coordinate with onsite teams when updated media is needed

Reporting & Operational Support

• Complete and submit Daily and Weekly Leasing Reports
• Maintain ongoing communication with onsite leasing teams regarding:
• Daily schedules
• Tour confirmations
• AI escalations
• Scheduling changes
• Provide administrative support during high-volume periods

Leasing & Portfolio Responsibility (Home Office Assigned Units)

In addition to AI-escalated support, the Area Leasing Advisor is directly responsible for leasing apartments attached to their designated home office portfolio.

Responsibilities include:

• Managing all leasing activity for assigned units from inquiry to move-in
• Conducting virtual and/or in-person tours (as applicable)
• Following up with prospects and nurturing leads
• Sending applications and guiding prospects through the approval process
• Monitoring pricing, availability, and specials
• Ensuring accurate listing information across websites and ILS platforms
• Collaborating with onsite teams to prepare units for showings and move-ins
• Supporting occupancy goals and leasing performance targets

This role carries direct accountability for leasing performance within the assigned…