Leasing Specialist

Position Information

Department: Leasing & Growth
Position Title: Leasing Specialist
Reports To: Leasing & Growth Manager / Operations Manager
Employment Classification: Full-Time, Non-Exempt
Location: Los Angeles, California
Work Arrangement: On-Site / Field-Based as Required

Position Summary

The Leasing Specialist is responsible for supporting the leasing performance of Moo's residential portfolio by managing prospective tenant inquiries, conducting property tours, following up with leads, supporting the application and lease process, and helping convert qualified prospects into residents.

This position serves as a key point of contact for prospective residents throughout the leasing journey and is expected to provide responsive, professional, and accurate communication while maintaining strong knowledge of available properties, pricing, leasing requirements, and move-in timelines.

The Leasing Specialist works closely with the Leasing & Growth, Property Management, and Operations teams to support occupancy goals and deliver a consistent prospective resident experience.

Key Responsibilities

Lead Management & Leasing

• Respond promptly and professionally to prospective resident inquiries received through approved leasing channels.
• Qualify prospective residents based on housing needs, preferred location, budget, move-in date, and other relevant requirements.
• Recommend available units that appropriately match prospect needs.
• Maintain consistent follow-up with active leads throughout the leasing process.
• Track prospect status and leasing activity accurately in the Company's designated systems.
• Support achievement of Company occupancy, leasing, and conversion targets.
• Maintain an organized pipeline of active, pending, and inactive prospects.

Property Tours

• Schedule and coordinate in-person and virtual property tours.
• Conduct professional property and unit tours and accurately communicate property features, amenities, pricing, availability, and applicable leasing terms.
• Prepare for scheduled tours by confirming unit availability and property readiness.
• Follow up with prospects promptly after tours.
• Communicate recurring prospect feedback, objections, and market observations to management.

Applications & Lease Coordination

• Guide prospective residents through the application process.
• Provide accurate information regarding application requirements, deposits, fees, lease terms, and move-in procedures based on current Company policies.
• Follow up on incomplete applications and outstanding applicant documentation.
• Coordinate with appropriate internal teams regarding applicant status and leasing requirements.
• Support lease execution and pre-move-in coordination as assigned.
• Maintain confidentiality of applicant and resident information.

Listing & Availability Management

• Maintain current knowledge of available units, pricing, promotions, lease terms, and anticipated availability.
• Assist with reviewing rental listings for accuracy and completeness.
• Promptly report discrepancies involving pricing, availability, unit information, photographs, or listing content.
• Support listing updates and leasing marketing initiatives as assigned.
• Communicate market and prospect feedback that may affect leasing strategy.

Customer Service

• Provide professional and responsive service throughout the prospect journey.
• Maintain clear and timely communication with prospects.
• Address routine leasing questions and escalate exceptions, disputes, or policy-related matters when appropriate.
• Maintain a positive and professional representation of Moo during all prospect interactions.
• Support a smooth transition from prospect to resident.

Cross-Functional Coordination

• Coordinate with Property Management regarding unit availability, move-in readiness, access, and property-related questions.
• Communicate maintenance or property condition concerns identified during tours to the appropriate team.
• Coordinate with Leasing & Growth team members regarding listings, promotions, lead sources, and prospect feedback.
• Escalate operational issues that may negatively affect leasing performance or the prospect experience.

Reporting & Performance

• Maintain accurate and timely records of inquiries, tours, applications, leases, and follow-up activity.
• Track assigned leasing KPIs and performance metrics.
• Participate in regular leasing and performance meetings as required.
• Provide updates regarding pipeline activity, prospect feedback, leasing obstacles, and pending applications.
• Identify opportunities to improve lead response, tour conversion, follow-up effectiveness, and overall leasing performance.

Performance Expectations

Performance may be evaluated based on factors including, but not limited to:

• Lead response time
• Lead-to-tour conversion
• Tour-to-application conversion
• Application-to-lease conversion
• Leasing volume
• Occupancy contribution
• Follow-up completion
• CRM and leasing record accuracy
• Listing and availability accuracy
• Customer service quality
• Attendance and schedule reliability
• Compliance with Company leasing procedures and policies

Specific performance targets may be established and updated separately based on portfolio needs, market conditions, and Company objectives.

Minimum Qualifications

• High school diploma or equivalent.
• Strong written and verbal communication skills.
• Strong customer service and interpersonal skills.
• Ability to communicate professionally with prospective residents from diverse backgrounds.
• Strong organizational skills and attention to detail.
• Ability to manage multiple prospects, tours, applications, and follow-up activities simultaneously.
• Comfortable using computers, online communication platforms, and property or customer management systems.
• Ability to work independently while following established Company procedures.
• Reliable transportation and ability to travel between assigned properties when required.

Preferred Qualifications

• Bachelor's degree or current college enrollment.
• Previous experience in residential leasing, property management, hospitality, sales, customer service, or a related field.
• Experience working in a sales or performance-driven environment.
• Familiarity with CRM, property management, or leasing software.
• Knowledge of the Los Angeles rental market.
• Bilingual proficiency in English and Mandarin Chinese is a plus.

Core Competencies

• Customer Focus
• Sales & Conversion Mindset
• Communication
• Follow-Through
• Organization
• Attention to Detail
• Accountability
• Problem Solving
• Adaptability
• Team Collaboration
• Ownership

Work Schedule

The Leasing Specialist is expected to maintain a work schedule consistent with business and leasing needs.

Because prospective residents may request tours outside traditional office hours, occasional evening or weekend availability may be required based on business needs and assigned responsibilities.

Any applicable scheduling and overtime requirements will be administered in accordance with Company policy and applicable law.

Physical Requirements

The position may require the employee to:

• Regularly use a computer, phone, and standard office equipment.
• Sit, stand, and walk for periods of time as required by assigned duties.
• Walk through residential properties and units while conducting tours.
• Travel between assigned properties as required.
• Perform other physical activities reasonably necessary to carry out the essential functions of the position, with or without reasonable accommodation.

Compensation

Compensation is determined based on experience, qualifications, internal equity, and applicable market considerations.

The position may be eligible for performance-based bonuses, commissions, or other incentive compensation in accordance with applicable Company plans and policies.

Equal Employment Opportunity

Moo is an equal opportunity employer. We are committed to creating an inclusive workplace and consider all qualified applicants without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, veteran status, or any other status protected by applicable law.

Reasonable accommodations are available to qualified individuals with disabilities in accordance with applicable law.

Other Duties

This job description is intended to describe the general nature and level of work performed by employees assigned to this position. It is not intended to be an exhaustive list of all responsibilities, duties, qualifications, or working conditions.

Responsibilities may be modified or additional duties may be assigned based on business needs, consistent with applicable law.