Leasing Receptionist

Prime Residential Property Management LP • Los Angeles, CA

1d • Onsite

About The Position

Prime Residential is a leading multifamily owner and operator headquartered in San Francisco, with a portfolio of more than 21,000 apartment homes across the West Coast. For more than three decades, we've been committed to caring for communities where residents love to live - pairing well-maintained homes with exceptional service and sought-after locations. We're proud to maintain a richly diverse and inclusive culture where our team members feels welcomed, valued, and set up to do their best work. Property Details: Park La Brea has 4,249 units and is located in Los Angeles, CA. The Leasing Receptionist is the primary point of contact for current and prospective residents, serving as a customer service ambassador for the community. This role is a back-up to property Leasing Consultants and works as part of the on-site property management team. The primary goal is to build and drive relationships with customers and residents to ensure an exceptional experience and satisfaction with their decision to live in a Prime Residential community. This includes touring the community, presenting amenities, enhancing the living experience for residents, being available as needed, and assisting with escalated issues and service recovery.

Requirements

• BS/BA degree or equivalent experience preferred.
• Minimum of 2 years overall experience in a customer service or sales operational environment.
• 1 year of multi-family housing or relevant industry experience in the real estate space.
• 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

• An enthusiastic and personable individual who enjoys building and maintaining relationships.
• A passionate team player who sees excellent customer service as essential to relationships.
• A true closer and driver of sales possessing a competitive streak and an ability to close the deal.
• A multitalented professional with the desire to learn and grow.
• A tech savvy professional not afraid of routine work, change, and a dynamic, fast paced work environment.
• A diligent, determined, and punctual associate looking to grow their career in property management.
• A motivated mentor, focused on peer coaching, training and employee development.
• A results-driven professional, dedicated to operational excellence.

Responsibilities

• Warmly greet prospects, qualify, determine needs and preferences, and professionally present the community and specific amenities.
• Answer incoming telephone calls, emails, and texts by exhibiting excellent customer service to efficiently address inquiries (prospect calls, resident issues, maintenance service requests, etc.).
• Ensure timely and professional follow-ups are being executed according to company standards.
• Compile all necessary lease application data, assist with application verifications, and notify applicants of qualification results in a timely manner.
• Physically walk and tour the community and specific apartment units with prospects.
• Visit and research competitive properties to update market survey data on a regular basis.
• Identify innovative marketing ideas that may benefit the community and communicate them to the team.
• Solicit property and individual reviews from residents and prospects when positive reactions are evident.
• Participate in ongoing resident relationship-building activities including emails, telephone calls, in-person office drop-ins and meetings with residents and prospects.
• Confidently own and manage escalated resident concerns or related activities as requested.
• Participate in developing, organizing and rolling-out regular resident functions.
• 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 telephone calls as needed to increase resident retention.
• Courteously accept service requests from residents and route to maintenance department accordingly.
• Conduct service follow-up with residents when maintenance jobs are completed.
• Assist residents with move-in process including walking of unit, lease paperwork, and contract follow-up.
• Prepare and distribute acknowledgement letters for residents who have given notice to vacate.
• Facilitate full move-in orientations for incoming residents to introduce them to the lifestyle at the assigned community.
• Provide exceptional hospitality in compliance with quality assurance expectations and standards to create a unique and memorable customer experience.
• Introduce residents to all departments and/or services when encountering related questions that pertain to Accounting, Customer Experience, Patrol, Service Hotline, etc.
• Serve as liaison between current residents, service team members, and management to foster a vibrant community atmosphere for prospective residents and the community.
• Stay current and knowledgeable of local activities and establishments in the area to offer recommendations, answer questions and give direction to new residents.
• Increase company reputation and ensure sustainable growth by discussing with residents the benefit of living at the community.
• Distribute active marketing materials and provide exemplary customer service to residents.
• When delegated to, assign and coordinate parking spaces for new residents at move-in.
• Promote and assist residents with signing up for relevant delivery services when available at assigned community.
• Assist residents with amenities (pool and gym registrations) when needed.
• If applicable at assigned community and when delegated, 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 manager.
• Answer, record, and process all calls, messages, requests, questions, or concerns, and assure proper documentation in CRM software.
• Schedule appointments for newly inquiring prospects, returning prospects, and transferring residents among Sales and Experience Associates.
• Ensure the leasing office/lobby is represented to the highest standards. Light cleaning or dusting as needed.
• Keep 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 that includes every team member and on-site vendor; developing Prime Residential’s reputation as a housing provider of choice in the local market.
• Embrace and build a team culture focusing on diversity, equity, inclusion, and belonging.
• Present ideas to manager for marketing the property, the resident blog and for improving resident satisfaction.
• Create a positive first impression whether by phone, email, text, or in-person.
• Accept service requests and accounting inquiries and route as needed to proper department.
• 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 supervisor as needed.
• Enter all traffic, telephone calls and other daily activity into customer relationship management software system.
• Ensure files and completed paperwork is organized neatly per company standards.
• Attend training, community and leasing-specific, and ensure compliance of all training requirements posted in learning management system.
• Understand and adhere to all federal, state, and local laws pertaining to Fair Housing, landlord tenant laws, as well as company policies regarding general operations and employee actions and behaviors.
• Review all metric and analytic-based reports to identify patterns, including performance opportunities, which may enhance the customer service experience and increase overall revenue.
• Senior lead identifying operational gaps including but not limited to people, product, and performance.
• Any other tasks as deemed necessary by your supervisor.

Benefits

• Comprehensive medical, dental, and vision coverage, including a zero-cost medical plan option.
• PTO plus company-wide holidays, 2 floating holidays, a day off for your birthday, and a day to give back through volunteering.
• Paid Parental Leave.
• 401(k) retirement plan including a Roth option and a company matching contribution for eligible participants.
• Tuition reimbursement.
• Exclusive housing discounts at Prime-managed properties.

What This Job Offers

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