The Leasing Center, essentially a company within the company, is extremely poorly run. Associate Supervisors do not have an appropriate knowledge base and supervisors are not involved in the team enough to provide that information. There is no PTO for full time employees and you are expected to work every holiday. Requesting time off is an amazingly laborious process. All of the time off request are tracked through Google Sheets and the communication between WFM (those approving time off requests) and the employees is non-existent.
Further more, the job itself is useless. The Leasing Center is a glorified answering service, yet we are expected to gather all kinds of information from callers. We aide our clients in call avoidance, leaving us to deal with angry people who can't get through to who they really need to talk to.
The information provided to each agent is insufficient to properly navigate a call. The implementation process needs to be streamlined so that agents are not jumping through so many hoops trying to deliver the correct information to the caller.
The workload is not properly distributed throughout agents. Some are on a higher "priority" for calls and some are on a lower "priority". This means that one agent can have 40 minutes between phone calls while others do not get off of the phone for 8 hours.
The company values are great in theory, but they need better follow through.
This is nothing more than a "band aid" job that can get you through a sticky financial situation.
