Experience Consultant

Job Description

Job DescriptionDescription:

About Prime: Prime Residential is an established owner and operator of more than 19,000 multifamily apartments and townhomes, providing appealing amenities and superior customer service in some of the most sought-after locations along the West Coast. We are committed to maintaining a richly diverse and inclusive company culture where all people feel welcomed and valued.

Property Details: Park La Brea has 4,200 units and is located in Los Angeles, CA

Schedule: Wednesday through Sunday from 9:00 am to 6:00 pm

Target Pay: $24.13 per hour

Role Overview: An Experience Consultant at Park La Brea works closely with Park La Brea’s internal Customer Service team and has responsibility for responding to customer inquiries, concerns, and complaints. Resident inquiries are generally centered 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 and while not inclusive, they are generally in categories of in-person service, maintenance work orders, parking and storage, incoming phone calls, file audits, and overall administration of the property, as it pertains to providing a quality living experience for the residents. Understanding and being accurate and knowledgeable in responses and knowing when to take a pause on providing information is important. All communications should be with a positive and respectful delivery, and they are the foundation of continued long-term relationships with residents. To be successful in this role, you should welcome and positively embrace all inquiries. Knowledge about the community is essential, and multitasking, being resilient to change, and being adaptable to new best practices will ensure operating procedures stay consistent, responses are accurate, and departmental goals are met. This role will proactively assist residents by providing thorough information and assistance to ensure standards of excellence are consistently being achieved within the customer service team at Park La Brea.

Who You Are:

• A passionate and unwavering pursuer of excellence
• An excellent and disciplined communicator, problem-solver and motivator
• An enthusiastic individual who can strategize and problem-solve objectively
• An organized multi-tasker who strives to outperform and exceed expectations, and thrives in a dynamic environment
• A nimble and flexible associate who can pivot on a moment’s notice as necessitated when duties and responsibilities change without advance notice
• An enthusiastic, dependable, and personable individual who enjoys building and maintaining relationships
• A safety conscious individual who observes and promotes safety and security procedures
• A tech savvy professional not afraid of routine work, and change
• A diligent and determined associate looking to grow their career in property management

Key Responsibilities:

Customer Service

• Greet and assist all prospects and residents in a positive, professional manner
• Check voice mail boxes and email receptacle regularly throughout the day
• 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
• Maintain working knowledge of Real Page, OneSite, and all other property management software
• Respond to residents and prospect inquiries and concerns with a sense of calmness, professionalism, and confidence by using objective problem-solving and de-escalation techniques
• Create and complete work orders
• Ensure the office lobbies and model units are open and represent the highest standards
• Assist current residents with additions/deletions and follow through with the process from start to finish. Ensure awareness of income qualifications, and make notes in Activity Tab as well as ensuring move-in packets are properly saved in property management software filing system
• Conduct audits for leasing files
• Enter leasing traffic telephone calls and daily activity into the lead tracking program
• Schedule appointments for prospective new clients, returning prospects and transferring residents with the leasing consultants
• Assist prospective residents with the online process of reviewing availability, holding an apartment, and filling out application
• Assist the leasing department with short tours, walk-in tours or apartment viewing with urgency
• Work with Leasing Department to assist with resident move-ins and move-outs, including elevator reservations
• Assist residents with filling out NTV’s and ensuring proper delivery to Accounts Receivable Department
• Join inspectors for occasional occupied work order inspections
• Maintain basic accounting/ledger knowledge3 for general assistance to residents
• Assist facilities with projects requiring resident notifications
• Properly and promptly document any notes, communication, requests, or important information in Resident files
• Provide relief and support to reception
• Actively request positive customer feedback to all social media platforms (Yelp, Google, etc.)
• Participate in ongoing resident relationship-building activities
• Embrace and build a team culture focusing on diversity, equity, inclusion, and belonging
• Present ideas to manager for improving departmental goals

Competitive Market Position

• Proactively anticipate changes and be resilient to accepting prompt and strategic adjustments
• Know your organization and department -- your direct manager counts on you to make short, and long-term recommendations for change

Physical Condition

• Physically inspect community grounds regularly, pick up litter, and report any risks or service needs to the maintenance team

Maintaining Operational Standards of Excellence

• Be accountable to tasks and assignments
• 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
• 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
• Any other tasks as deemed necessary by your direct manager

Requirements:

• BS/BA degree or equivalent level of training and work experience
• 1 year of overall customer service experience in a property management career progression
• 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
• An enthusiastic team player with a positive approach to customer service
• 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

What We Offer:

• Generous Benefits: Comprehensive medical, dental, vision, and RX plans.
• PTO: Standard PTO plus 11 company holidays, 2 floating holidays, 1 birthday day-off, and 1 volunteer day-off.
• Retirement: 401k match up to 4%.
• Career Growth: Prime Academy provides various development opportunities by position including foundational skills, technical skills, leadership essentials, and more.
• Education: Tuition reimbursement for continuous learning.
• Employee Housing Discount: Housing discount offered at Prime Residential properties.

JOIN OUR TEAM: If you are a dedicated professional with a passion for excellence and customer service, we would love to hear from you! Apply now to join Prime Residential and contribute to our vibrant community.

Privacy Notice: https://www.primegrp.com/ccpa-info-current-and-prospective-employees/

At Prime Residential, we celebrate and support diversity for the benefit of our employees, our business, and our community.

Prime is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Prime is also committed to compliance with all fair employment practices regarding citizenship and immigration status and, where applicable, pursuant to the San Francisco Fair Chance Ordinance, we will consider qualified applicants with arrest and conviction records.

Regarding Prime Residential's Compensation Philosophy: The pay range for this position refers to what we reasonably expect to compensate for this role. Individual compensation is based on various factors, including experience, education, skillset, and geographic location. The specified range is reflective of the intended regional labor market.