Leasing Agent (Public Housing Department)

Performs routine clerical and operational work involving leasing, marketing, prospect screening, rent collection, initial application intake, continued occupancy, tenant re-certifications, and customer service. Models and ensures high performance and customer service delivery consistent with Opportunity Home San Antonio's mission, vision, core values, and Strategic Plan.

The position duties and responsibilities listed below describe the general nature and scope of work. Other responsibilities, duties, and skills may be required and assigned, as needed. These essential functions require a consistent presence in the work environment on a regular basis, and regular attendance must be maintained. 

• Tours apartment community with prospective clients, explaining property benefits, available resident services, unit features, application procedures, and lease contracts.

• Processes applications, resident transfers, initial intake, move-ins, and move-outs in a timely manner via property management databases in accordance with ACOP and SOPs.

• Addresses client needs and eligibility in compliance with Fair Housing Laws and Resident Selection Plans.

• Generates lease renewals, initial applications, and tenant re-certifications in a timely manner.

• Receives deposits, rent payments, and other funds owed; provides receipts and records transactions accurately per SOPs.

• Receives and records payments, maintains delinquent rent rolls, and accurately inputs rent data into management systems.

• Completes resident interviews and processes changes of income.

• Directs residents to internal and external support services, conducts resident mediations to resolve conflicts, and prepares Reasonable Accommodations requests.

• Issues lease violations, warning letters, and prepares/processes recommendations for violations.

Property Operations, Administrative & Technical Support

• Conducts move-in, move-out, housekeeping, and wellness inspections of units.

• Monitors property curb appeal at assigned developments and reports concerns.

• Communicates clearly with maintenance staff regarding duties and work order responsibilities.

• Enters, tracks, and processes work orders and resident requests using designated property management software.

• Generates, completes, and analyzes weekly, monthly, and special operational reports in Opportunity Home software as required by management.

• Assumes non-supervisory duties of the Community Manager or Assistant Community Manager in their absence.

• Screens and directs visitors, stakeholders, vendors, and suppliers to appropriate personnel.

• Ensures accurate daily timekeeping data entry.

• Complete all duties as assigned or requested as outlined in operational and procedural guidelines. These guidelines are maintained and issued in the event of an emergency situation that arises at a property or any other location that serves our residents or employees. 

• Participate in Trauma Informed Care (TIC) initiatives, including training, workgroups, project assignments, etc., that are launched or implemented in order to achieve and/or maintain certification as a TIC organization.

• Employees are expected to use Generative AI solutions ethically and responsibly.

• Other duties as assigned.

This position requires the incumbent to exhibit the following behavioral skills

1. Values Driven | Demonstrates an understanding of the values (Compassion, Equity, and Excellence) and embodies the values in their work and interactions with residents, vendors, co-workers, supervisors, board members, community members, and other stakeholders.

2. Customer Service | Responds with Compassion in a professional manner to the expectations and needs of internal and external customers; is friendly and helpful to all customers, fostering positive relationships while providing Excellent service.

3. Effective Use of Information | Communicates important information to those who need to know clearly, securely, effectively, orally, and/or in writing; proactively exchanges accurate and timely information.

4. Commitment and Continuous Improvement | Sets the standard for Excellence by proactively pursuing innovation through systematic experimentation and learning.  Corrects mistakes by assessing appropriate processes, proposing adjustments, and prioritizing long-term solutions.

5. Teamwork | Balances team and individual responsibilities; exhibits Compassion, objectivity, and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; supports everyone's efforts of Excellence; attends, supports, and participates in the organization’s team-building events.

6. Responsiveness and Accountability | Demonstrates a high level of Excellence and holds oneself personally responsible for one's own work; complies with procedures and directives, and understands the importance of maintaining and managing confidential information; recognizes and anticipates issues and provides a responsive resolution in a timely manner.

Education

Required

• High School Diploma or GED required.

Experience

Required

• Two (2) years of experience in apartment leasing and marketing fundamentals, OR Two (2) years of experience in case management, client services, and/or social work.

• Must be willing to work flexible hours and days, including weekends (as required for leasing coverage).

• An equivalent combination of education and experience may be considered.

• Must have the ability to learn and use cloud applications such as the Google GSuite applications, including but not limited to Google Chrome Browser, Gmail, Drive, Calendar, Docs, Sheets, and Slides. Understand document sharing and collaboration in the cloud. Experience and proficiency with Microsoft Office 365, cloud-accessible applications, including but not limited to OneDrive, Outlook, Word, Excel, and PowerPoint, or a MAC or PC desktop equivalent, is acceptable. 

• Successful completion of a criminal history background check, education, and work history verification, and a drug screening test.

Preferred Education and Experience 

• Ability to learn cloud technologies such as LucidChart for diagrams, workflow, and chart drawing. Experience with Vizio or equivalent is acceptable. Basic understanding of Virtual Private Network (VPN) access to connect to internal business systems.

License + Certificates

Required

• Texas Class “C” driver’s license at the time of placement and insurable by the organization’s fleet and liability insurance carrier.

• Professional Leasing Certification & Certified Occupancy Specialist Certification required within one (1) year of employment, OR Public Housing Specialist Certification required within 18 months of employment.

• Must have the ability to earn certifications as required by assigned tasks.

Technical Skills

To perform this job successfully, the employee should have

• Ability to leverage property management and productivity software, including Yardi, Bluemoon, MS Office, and Google Workspace.

• Ability to execute high-volume data entry, mathematical calculations, and technical reporting with accuracy and efficiency.

• Ability to prioritize, organize, and execute complex workflows to meet strict operational schedules and deadlines.

• Ability to deliver exceptional customer service and maintain professional written and verbal communication across all organizational levels.

• Ability to compose, edit, and finalize formal business correspondence, memos, and statistical narratives with precise grammar and mechanics.

• Ability to interpret, enforce, and clearly articulate organizational policies, regulatory requirements, and safety/health practices.

• Knowledge in real estate operations, sales, property management, facilities maintenance, or site inspections.

The physical demands described here are representative of 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.

To perform this job successfully, the employee is frequently required to remain in a stationary position. Daily movements include sitting, standing, operating computers and other office equipment, walking and moving about the office and/or community property, and attending onsite and offsite meetings. The employee must be able to complete data entry, utilize various portals, and communicate via email and verbally via telephone. Will need the ability to walk large properties and climb stairs. The employee must occasionally transport up to 25 pounds. 

The work environment characteristics described here are representative of 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.

Office Environment

• The noise level in the work environment is usually moderate.

• High level of interaction with external/internal clients.

• May be transferred or be required to work at different properties or sites for interim periods in order to support business needs. 

Outside Environment

• Subject to environmental elements when conducting visits to various sites or participating in outside events. 

In compliance with the Americans with Disabilities Act, the organization will make reasonable accommodations to the known disability of a qualified applicant or employee to enable people with disabilities to enjoy equal employment opportunities if it would not impose an “undue hardship” on the operation of the employer’s business.

As a public agency, the organization is committed to maintaining the highest of ethical standards. Applicants selected for employment are expected to perform work responsibilities with the highest degree of integrity, professionalism, and honesty to merit the respect of our co-workers, clients, partners, vendors, and the general public. Applicants selected for employment are also expected to serve the public with dedication, concern, courtesy, and responsiveness.  

Equal Employment Opportunity Statement 

Opportunity Home is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, religion, gender (including pregnancy, gender identity, and sexual orientation), national origin, age (40 or older), disability, or genetic information, marital status, veteran status, arrest record or any other characteristic protected by applicable federal, state or local laws. Opportunity Home is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, and general treatment during employment.

The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. This position specification is not an employment agreement or contract. Management has the exclusive right to alter this position specification at any time without notice.