Appfolio Leasing Agent

Role Summary

We are seeking a Tenant Relations Specialist with hands-on AppFolio experience to manage resident communication, service coordination, utilities support, and operational data accuracy. This role serves as the primary liaison between residents, property management, and maintenance teams to ensure timely resolution of requests and a high-quality resident experience.

This position is operational, fast-paced, and detail-driven. Candidates must be comfortable working inside property management software, managing multiple workflows, and communicating professionally with tenants.

Core Responsibilities
Tenant Relations & Communication

Serve as the primary point of contact for tenant inquiries via phone, email, and portal.

Resolve resident concerns professionally and escalate issues when appropriate.

Maintain accurate communication logs and follow-up tracking.

AppFolio Operations (Required)

Create and manage guest cards for prospects and inquiries.

Enter and maintain work orders for existing tenants.

Update resident notes, contact records, and service history.

Track task status and ensure closure confirmation.

Maintain data integrity inside AppFolio.

Utilities Management

Coordinate utility setup, transfers, and troubleshooting with residents.

Communicate utility requirements and timelines clearly.

Track billing issues, outages, and service changes.

Maintenance & Service Coordination

Dispatch work orders to vendors or maintenance teams.

Monitor response times and completion quality.

Follow up with residents to confirm satisfaction and resolution.

Administrative & Reporting Support

Maintain daily workflow queues and task prioritization.

Provide basic reporting on volume, response times, and trends.

Support operational improvements and documentation.

Required Qualifications

2+ years of direct AppFolio experience (non-negotiable).

Experience working in property management, leasing, or tenant services.

Strong understanding of:

Guest card workflows

Work order lifecycle management

Resident communications

Utilities coordination

Comfortable handling high call and task volume.

Strong written and verbal communication skills.

Highly organized with strong attention to detail.

Comfortable working independently in a remote environment.

Reliable internet, workstation, and professional phone setup.

Preferred Qualifications

Experience supporting multifamily portfolios.

Familiarity with leasing workflows and resident lifecycle.

Experience coordinating vendors or maintenance teams.

CRM or ticketing system experience.

Bilingual a plus.

Key Performance Indicators (KPIs)

Time to first response on resident inquiries

Work order creation accuracy and completion tracking

Guest card accuracy and follow-up completion

Utility issue resolution turnaround

Resident satisfaction and escalation rates

Task backlog aging

Compensation & Growth

Competitive hourly or salaried compensation based on experience.

Performance-based growth opportunities.

Long-term advancement into operations, training, or team leadership roles for top performers.