Support Help Desk Lead

AIR Communities • Denver, CO

4h • $31 - $34 • Onsite

About The Position

Supports centralized system operations and workflows across the resident lifecycle. Acts as an extension of onsite leadership by handling escalated requests related to applicant screening, lease execution, and account modifications. Provides guidance to the team, ensures compliance, and drives consistency in service delivery. Supports team performance by guiding customer interactions, reinforcing sales strategies, and promoting consistent follow-up practices. Ensures adherence to company policies and quality standards while maintaining a strong customer focus across all communication channels. Uses internal systems to track lead activity, monitor engagement, and maintain accurate records, while reinforcing practices that support a positive customer experience and brand reputation.

Requirements

• High School Diploma or equivalent required.
• Minimum of 3 years of customer service, sales, or call center experience, or an equivalent combination of education and experience.
• Strong customer service and sales acumen with the ability to influence and convert leads.
• Ability to manage multiple priorities in a fast-paced, performance-driven environment.
• Strong problem-solving skills and attention to detail.
• Excellent verbal and written communication skills across phone, email, and chat channels.
• Ability to coach team members on customer interactions, sales techniques, and service recovery.
• Comfort navigating multiple systems for tracking, documentation, and follow-up.
• Ability to interpret and apply policies and procedures while maintaining a positive customer experience.

Nice To Haves

• Experience in a call center, centralized leasing, or customer engagement environment preferred.

Responsibilities

• Lead centralized sales and customer engagement efforts, supporting the prospective resident lifecycle and driving lead conversion.
• Guide team performance by reinforcing sales strategies, coaching customer interactions, and ensuring consistent follow-up practices.
• Serve as an escalation point for complex customer issues and ensure timely, effective resolution.
• Support inbound and outbound engagement, including high-priority leads and resident concerns, while helping drive tour scheduling and leasing outcomes.
• Monitor customer interactions and processes (including reputation management and assistance animal requests) to ensure quality, accuracy, and compliance with company standards.
• Support daily operations through coaching, workflow coordination, and use of systems to track leads, document interactions, and manage follow-ups.

Benefits

• Competitive base salary
• Bonus opportunities
• Paid time off including vacation, sick time, and 14 holidays.
• Medical, dental, vision, and life insurance options
• HSA/FSA plans
• Short and long-term disability paid by the company.
• 25% Rent Discount at any AIR community
• 401(k) plan with up to 6% employer contribution.
• Paid parental leave of up to 16 weeks.
• Tuition assistance program
• Up to 100% reimbursement for job-related certifications and licenses.
• 15 hours of paid time annually for community service.
• Commuter benefits
• Pet insurance.
• Consumer discounts on various products and services.
• Opportunities for ongoing professional development, leadership training, and career growth.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED