Rental Agent

CDS Life Transitions; City of Rochester (NY); On-site; USD 36,000 - 52,000; Full time

Job summary

CDS Life Transitions is seeking a Rental Agent to support occupancy goals, leasing, resident retention, and compliance across assigned housing communities. You will guide applicants through the leasing process, maintain records, and deliver responsive customer service while coordinating with the Community Manager and staff.

This role requires knowledge of Fair Housing and affordable housing guidelines, strong organizational skills, and proficiency with MS Office and property management software.

Qualifications

• High School Diploma or GED required.
• Associate degree preferred.
• COS certification is a plus and LIHTC knowledge is beneficial.

Responsibilities

• Assist Community Manager with marketing and leasing plans to maintain occupancy goals.
• Respond to inquiries from prospective residents and maintain accurate records.
• Conduct property tours and present available housing opportunities to applicants.
• Process rental applications per Tenant Selection Plan, Fair Housing, and policy guidelines.
• Coordinate move-in scheduling and maintain vacancy/occupancy information.
• Explain community policies and conduct resident orientations.
• Process lease renewals and maintain related documentation in compliance with rules.

Skills

Leasing practices

Customer service

Organizational skills

Multitasking

Communication skills

MS Office

Attention to detail

Confidentiality

Education

High School Diploma or GED

Associate degree in Business Administration or related field

COS certification (Certified Occupancy Specialist)

Tools

Property management software

Job description

Summary

The Rental Agent is responsible for supporting occupancy, leasing, resident retention, and compliance activities for assigned housing communities. This position serves as a primary point of contact for prospective and current residents and is responsible for guiding applicants through the leasing process, maintaining accurate records, supporting regulatory compliance requirements, and providing responsive customer service. The Rental Agent works closely with the Community Manager, Maintenance staff, residents, and regulatory agencies to ensure efficient property operations and compliance with affordable housing program requirements.

Essential Job Functions

Leasing and Occupancy

• Assist the Community Manager with the implementation of marketing and leasing plans designed to maintain occupancy goals.
• Respond to telephone, email, and in-person inquiries from prospective residents and maintain accurate prospect records.
• Conduct property tours and present available housing opportunities to prospective residents.
• Process rental applications in accordance with the Tenant Selection Plan, Fair Housing requirements, affordable housing regulations, and company policies.
• Coordinate move-in scheduling with residents and maintenance staff and maintain accurate vacancy and occupancy information.
• Conduct resident orientations and explain community policies, procedures, and expectations.
• Complete move-in and move-out inspections with residents and maintain associated documentation.

Resident Relations and Retention

• Maintain a professional, welcoming, and customer-focused office environment.
• Provide prompt and courteous assistance to residents, applicants, vendors, and visitors.
• Support resident retention efforts through effective communication and responsive customer service.
• Enforce lease provisions and community rules consistently and in accordance with Fair Housing requirements.
• Process lease renewals and prepare associated documentation in accordance with company policies and regulatory requirements.
• Coordinate resident communications related to annual and interim recertifications, lease renewals, and occupancy requirements.
• Process and monitor resident work orders and perform follow-up communication regarding service completion and satisfaction.

Affordable Housing Compliance

• Maintain knowledge of and perform duties in compliance with affordable housing regulations and agency requirements, including HUD, DHCR, HFA, Fair Housing, ADA, and other applicable federal, state, and local regulations.
• Maintain accurate waiting lists and applicant records in accordance with program requirements.
• Schedule and conduct applicant and resident interviews.
• Obtain and review third-party verifications related to income, assets, deductions, and eligibility requirements.
• Prepare certifications, recertifications, and related documents accurately and within required timeframes.
• Ensure required regulatory notices and correspondence are completed and distributed timely.
• Maintain resident files in a complete, organized, and audit-ready condition.
• Prepare and submit reports and documentation required by regulatory agencies and management.

Administrative Responsibilities

• Maintain accurate resident, applicants, leasing, and occupancy records.
• Utilize property management software and related systems to update and maintain records and reporting.
• Prepare correspondence, notices, forms, and other resident documentation.
• Attend staff meetings, training sessions, and departmental meetings as required.
• Follow all company policies, procedures, and standards of conduct.
• Perform other duties as assigned.

Knowledge, Skills, and Abilities

• Knowledge of leasing practices, resident relations, and customer service principles.
• Understanding of Fair Housing requirements and affordable housing regulations.
• Strong organizational skills and attention to detail.
• Ability to manage multiple priorities and meet regulatory deadlines.
• Strong interpersonal, conflict resolution, and customer service skills.
• Effective verbal and written communication skills.
• Proficiency with Microsoft Office applications, including Word, Excel, Outlook, and related software.
• Experience using property management software preferred.
• Ability to maintain confidentiality and exercise sound judgment in handling resident information.

Education and Experience

• High School Diploma or GED required.
• Associate degree in Business Administration, Property Management, Human Services, or a related field preferred.
• Minimum three (3) years of leasing, affordable housing, customer service, property management, administrative support, or related experience preferred.
• Experience working with affordable housing programs, regulatory compliance, or multifamily housing preferred.
• Equivalent combinations of education and experience may be considered.

Certifications

• Certified Occupancy Specialist (COS) certification required for affordable housing communities or obtained within an established timeframe.
• Working knowledge of Low-Income Housing Tax Credit (LIHTC) programs or ability to obtain training.
• New York State Notary Public License must be obtained within six (6) months of hire.

All experience and education requirements, except when required by federal, state, or local laws or requirements, may be waived at the discretion of management with the approval of the Chief Executive Officer, in collaboration with Human Resources.

Physical Requirements/Working Conditions

• Must possess a valid driver's license and vehicle insurance.
• Must be able to walk properties, climb stairs, inspect apartments and common areas, and occasionally lift or move items weighing up to 20 pounds.
• Use of company-issued communication devices may be required.
• Sedentary working environment
• Ability to reach above shoulder level.
• Ability to turn/twist upper body.
• Able to use hand repetitive action for fine manipulating, keyboarding and typing.

Corporate Qualifications/Expectations

• Adhere to all CDS Life Transitions, Inc. policies and procedures.
• Adhere to the Agency Mission, Vision, Shared Values, and Customer Service Standards.
• Attend mandatory education and training modules as scheduled; obtain and maintain all required certifications/training by State regulations and CDS policy
• Act as a professional representative of CDS Life Transitions, Inc. in regard to appearance, behavior, temperament, communication, language, and dress.

The statements herein are intended to describe the general nature and level of work being performed but are not to be seen as a complete list of responsibilities, duties, skills, required of personnel so classified. Also, they do not establish a contract for employment and are subject to change at the direction of the employer.

The listed range represents the organization's good faith and reasonable estimate of the range of possible compensation at the time of posting. The offered salary will be determined by: Applicant qualifications and experience, education, position specific licensing/training and departmental budgets.

CDS Life Transitions is an Equal Opportunity Employer, and as such affirms the right of every person to participate in all aspects of employment without regard to gender, race, color, religion, national origin, ancestry, age, marital status, sexual orientation, pregnancy, disability, citizenship, military or veteran status, gender expression and/or identity, or any other status or characteristic protected by federal, state, or local law. CDS Life Transitions will make reasonable accommodations for known physical or mental limitations of otherwise qualified employees and applicants with disabilities unless the accommodation would impose an undue hardship on the operation of our business. If you are interested in applying for an employment opportunity and feel you need a reasonable accommodation pursuant to the ADA, please contact us at 585-347-1039.