Resident Experience Consultant

Who You Are:

A passionate and unwavering pursuer of excellence
An energetic, personable, and engaging communicator who enjoys building and maintaining relationships
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
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:

General Administration and Customer Service

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

Reasoning Development

Able to apply principles of logical thinking to a variety of practical situations and accurately follow standardized procedures that may call for deviations
Competitive Market Position

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

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

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

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

What We Offer:

At Prime Residential, we believe our people are our greatest investment. We’re proud to provide benefits that support your health and growth, including:

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. Because the most important things in life shouldn't have to compete with work.
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, because we believe the people who build great communities should get to be part of them.