Experience Consultant

Experience Consultant I

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 feel welcomed, valued, and set up to do their best work.

Park La Brea has 4,249 units and is located in Los Angeles, CA. The role is scheduled Wednesday through Sunday from 9:00 am to 6:00 pm with a target pay of $24.86 per hour.

An Experience Consultant I 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. 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.

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.

Key responsibilities include:

• 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 knowledge 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 includes:

• 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 includes:

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

Maintaining operational standards of excellence includes:

• 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 include:

• 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

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.

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.