Leasing & Experience Consultant II

Prime Residential Property Management LP • Beaverton, OR

3d • Onsite

About The Position

Prime Residential is seeking a Leasing & Experience Consultant II to serve as the primary point of contact for current and prospective residents. This role is crucial for maintaining a richly diverse and inclusive company culture, focusing on providing exceptional customer service and sales skills. The Leasing & Experience Consultant II acts as a customer service ambassador, working with the on-site property management team to ensure residents have an outstanding experience and are satisfied with their decision to live in a Prime Residential community. This involves touring communities, showcasing amenities, and enhancing the living experience for all residents through relationship building and availability.

Requirements

• BS/BA degree or equivalent experience preferred
• 1-3 years of experience in multifamily housing preferred
• Consistent ability to display an enthusiastic and positive approach to customer service and sales
• Effective communication skills (oral, listening, and written)
• Team player attitude who can work independently and collaboratively
• Proficiency in MS Office (Word, Excel, Outlook, Teams), RealPage or other property management software
• Knowledge or familiarity of customer relationship management software is a plus
• Ability to prioritize and multitask
• Ability to display and present yourself professionally, in appearance and demeanor
• A valid driver’s license for the purpose of operating a community vehicle and/or leasing golf cart

Nice To Haves

• Knowledge or familiarity of customer relationship management software is a plus

Responsibilities

• Greet prospects warmly, qualify them, determine their needs and preferences, and professionally present the community and its amenities.
• Answer incoming telephone calls, emails, and texts with excellent customer service to address inquiries such as prospect calls, resident issues, and maintenance requests.
• Ensure timely and professional follow-ups are executed according to company standards.
• Compile necessary lease application data, assist with application verifications, and notify applicants of qualification results promptly.
• Physically walk and tour the community and specific apartment units with prospects.
• Visit and research competitive properties to update market survey data regularly.
• Identify and communicate innovative marketing ideas that could benefit the community to the team.
• Solicit property and individual reviews from residents and prospects when positive reactions are evident.
• Collaborate with the leasing team to establish leasing goals and objectives, and track progress towards meeting or exceeding targets.
• Provide training and mentorship to new leasing and experience consultants, sharing best practices and industry insights.
• Participate in ongoing resident relationship-building activities, including emails, phone calls, and in-person interactions.
• Participate in developing, organizing, and rolling out regular resident functions.
• Assist with resident concerns or related activities as requested.
• Ensure the office, clubhouse, models, and 'market ready' vacant units are in pristine condition.
• Participate in monthly property renewal programs by preparing follow-up letters and fielding calls to increase resident retention.
• Courteously accept service requests from residents and route them to the maintenance department.
• Conduct service follow-up with residents after maintenance jobs are completed.
• Assist residents with the move-in process, including unit walkthroughs, lease paperwork, and contract follow-up.
• Prepare and distribute acknowledgement letters for residents who have given notice to vacate.
• Assist with challenging applicants and diffuse difficult conversations regarding screening requirements, appeals, and reports, escalating to the Community Director for review if necessary.
• Act as a liaison between residents and management, communicating policies, procedures, and updates.
• Proactively address resident complaints or concerns by investigating issues, proposing solutions, and following up to ensure resolution.
• Facilitate full move-in orientations for incoming residents.
• Provide exceptional hospitality in compliance with quality assurance expectations and standards.
• Introduce residents to all departments and/or services when encountering related questions.
• Serve as a liaison between current residents, service team members, and management to foster a vibrant community atmosphere.
• Stay current and knowledgeable of local activities and establishments to offer recommendations and directions to new residents.
• Increase company reputation and ensure sustainable growth by discussing the benefits of living at the community with residents.
• Distribute active marketing materials and provide exemplary customer service to residents.
• Assign and coordinate parking spaces for new residents at move-in.
• Promote and assist residents with signing up for relevant delivery services.
• Assist residents with amenities (pool and gym registrations) when needed.
• Schedule elevator reservations for move-ins and move-outs.
• Collect move-in checklists and enter work orders as needed.
• Register all pets and reasonable accommodation animals as needed.
• Coordinate and assist residents with set up through cable provider account managers.
• Answer, record, and process all calls, messages, requests, questions, or concerns, ensuring proper documentation in CRM software.
• Schedule appointments for newly inquiring prospects, returning prospects, and transferring residents.
• Ensure the leasing office/lobby is represented to the highest standards, including light cleaning or dusting as needed.
• Keep the hospitality area clean, stocked, and organized throughout the business day.
• Call or visit competitive properties to update market surveys regularly.
• Support efforts to build and maintain a customer-focused culture of respect, responsiveness, and efficiency.
• Embrace and build a team culture focusing on diversity, equity, inclusion, and belonging.
• Present ideas to the manager for marketing the property, the resident blog, and improving resident satisfaction.
• Create a positive first impression whether by phone, email, text, or in-person.
• Accept service requests and accounting inquiries and route them to the proper department.
• Assist the management team with special projects.
• Coordinate and oversee resident appreciation events and community gatherings.
• Complete all new lease and renewal paperwork, including related addenda, in an organized and efficient manner.
• Update daily activity reports, notices to vacate, leases, cancellations, transfers, renewals, etc., and provide information to the supervisor as needed.
• Enter all traffic, telephone calls, and other daily activity into the customer relationship management software system.
• Ensure files and completed paperwork are organized neatly per company standards.
• Attend training, community and leasing-specific, and ensure compliance with all training requirements.
• Understand and adhere to all federal, state, and local laws pertaining to Fair Housing, landlord tenant laws, and company policies.
• Conduct periodic inspections of model units, amenities, and common areas to ensure cleanliness, safety, and compliance with property standards and regulations.
• Serve as a resource for leasing team members, providing guidance, training, and support.
• Monitor leasing performance metrics and key performance indicators (KPIs), identifying trends and areas for improvement.
• Perform any other tasks as deemed necessary by the supervisor.

Benefits

• Comprehensive medical, dental, vision, and RX plans
• Standard PTO plus 11 company holidays, 2 floating holidays, 1 birthday day-off, and 1 volunteer day-off
• 401k match up to 4%
• Service team members are provided with tool kits
• Prime Academy provides various development opportunities by position including foundational skills, technical skills, leadership essentials, and more
• Tuition reimbursement for continuous learning
• Housing discount offered at Prime Residential properties

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree