At Cortland, you map the story of your success. We don't adhere to the status quo, we love outside industry perspective, and we thrive on exploring possibilities and reimagining solutions. As an innovative leader in multifamily, our high performance continues to drive exponential growth – and we invite you to join us on our journey towards real estate excellence. With tools and guidance to sharpen your skills, you can forge your own career path, love what you do, and let it show.
As the Director of Inside Sales/Contact Center, you are responsible for the strategic planning and execution of all contact center operations. Your responsibility begins once the marketing team has generated a lead. You oversee the lead nurturing process until an appointment is scheduled. At that point, the on-site community leasing team will take over. You will collaborate closely with our Community Marketing, operations leadership and community on-site management teams to drive and optimize sales performance and drive revenue and occupancy.
We are seeking an experienced, goal-oriented Director to lead our growing contact center operation. In this position, you will manage and lead processes for the continuous improvement of the customer experience. Tactical emphasis is on customer service, quality lead management, workforce planning, recruiting, coaching and training. Performance metrics include call efficiency, low abandonment rate, high conversion rates, staffing utilization, acceptable turnover, and financial performance. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale. You should analyze sales statistics, and motivate and coach your team to hit sales (leasing) targets. You also will lead the expansion of our contact center operations in our current east region and build a new operation for our west region.
The Impact You Can Make
At Cortland, we create, reimagine, and manage apartment communities for residents nationwide. Headquartered in Atlanta, GA, we have communities and regional offices all over the country, as well as overseas. From product design and procurement to general contracting and property management, we do it all – to make sure our communities are the perfect setting for living life to its fullest.
Our success is fueled by our belief in a better life – where hospitality is always a given, each detail is worth a second thought, and every open door is a new opportunity to go beyond expectations. We come to work every day to create possibilities for people – possibilities that translate into superior living spaces and experiences designed to inspire our residents, associates, and investors to live a better life focused on what matters most to them.
Cortland is an equal opportunity employer, and we’re proud to support and celebrate diversity in the workplace. We are committed to equal consideration for all qualified applicants regardless of race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, genetic information, or any other characteristic protected by applicable law. If you have a disability and need an accommodation or assistance with the application process and/or using our website, please email firstname.lastname@example.org or call 404.965.3988.
Cortland is a drug-free workplace.
Cortland participates in e-verify to verify the employment status of
all persons hired to work in the United States.