Resident Experience Consultant

Prime Residential Property Management LP • Los Angeles, CA

4d • Onsite

About The Position

About Prime: 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

Schedule: Tuesday through Saturday from 9:00 am to 6:00 pm

Target Pay: $24.86 per hour

Role Overview: A Resident Experience Consultant at Park La Brea works closely with our internal leasing support team to maximize the experience for new residents coming to live on the collective 4,200+ apartment units and grounds that make up the community known as Park La Brea in the Miracle Mile area of Los Angeles. Our goal is to provide a quality living experience for all residents at Park La Brea and ensuring this occurs for everyone is the focus of this role. A Resident Administrator should be positive and welcoming -- the type of person who leaves a fantastic impression on others, and one who others gravitate towards. Communications should always be positive, thoughtful, and respectful. To be successful in this role, a Resident Experience Consultant should be cheerful, and engaging, and excited to build long-term professional relationships with all residents. Having knowledge about the community is essential, and multitasking, being resilient to change, and having a willingness to go above and beyond for our new residents is among your key goals. This role will proactively assist residents by providing thorough information and assistance to ensure standards of excellence are consistently being achieved within Park La Brea for our new residents.

Requirements

• BS/BA degree or equivalent level of training and work experience
• 1 year of administration or customer service experience
• Firm knowledge of federal, state, local laws related to employment, fair housing, and landlord/tenant laws, as well as all policies and procedures imposed by the organization and/or at the community, or as otherwise communicated to associates.
• Ability to prioritize and multi-task in a fast-paced environment
• Enthusiastic and infectious personality with an upbeat attitude
• Effective communication skills (oral, listening, and written), bilingual in Spanish a plus
• Proficiency in MS Office (Word, Excel, Outlook, Teams), RealPage or other property management software
• Knowledge and direct experience with customer relationship management software
• Possess a valid driver’s license for the purpose of operating a community vehicle and/or leasing golf cart

Nice To Haves

• bilingual in Spanish

Responsibilities

• Facilitate full move-in orientations for incoming residents to introduce them to the lifestyle at Park La Brea
• Provide exceptional hospitality in compliance with quality assurance expectations and standards to create a unique and memorable customer experience
• Introduce residents to the workings of all departments when encountering questions, such as Accounting, 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 the benefit of living at the property 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 Parcel Pending package deliveries
• Assist in amenities (pool and gym registrations) for residents
• Schedule elevator reservations for move-in and move-outs
• Collect move-in checklists and enter work orders as needed
• Register all pets and accommodation animals as needed
• Coordinate and assist residents with set up through our cable provider account manager
• Answer, record, and process all calls, messages, requests, questions, or concerns, and assure proper documentation in Knock (Park La Brea’s property management lead tracking software)
• Warmly greet prospective residents and qualify and determine needs and preferences
• Professionally present community and apartment homes to include all amenities
• Schedule appointments for prospective new clients, returning prospects and transferring residents with the leasing consultants
• 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 on a regular basis.
• 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 enquiries and route as needed to proper department
• Able to apply principles of logical thinking to a variety of practical situations and accurately follow standardized procedures that may call for deviations
• Proactively anticipate changes and be resilient to accepting prompt and strategic adjustments
• Know your department -- your direct manager counts on you to make short, and long-term recommendations for change
• Physically inspect community grounds regularly, pick up litter, and report any risks or service needs to the maintenance team
• Understand expectations and be accountable to your tasks
• Be dependable and reliable in time management and attendance
• Inspect what you expect by performing regular audits of established processes and standards
• Ensure timely and accurate preparation and delivery of all required reports to manager
• Attend all required and recommended training, and ensure compliance of all training requirements posted in learning management system
• Enter credits for Resident Referrals in a timely manner
• Ensure files and completed paperwork are organized neatly per company standards
• Understand and adhere to all federal, state, and local laws pertaining to employment, fair housing, and landlord tenant laws, as well as company policies regarding general operations and employee actions and behaviors
• Willingness to dress professionally
• Any other tasks as deemed necessary by your direct manager

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 to help you build long-term financial security.
• Tuition reimbursement to support your continuous learning and career development.
• Team members receive exclusive housing discounts at Prime-managed properties

What This Job Offers

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