Experience Consultant II

Job Type Full-time Description 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: $27.31 per hour Role Overview: An Experience Consultant II at Park La Brea works closely with the Experience Manager and has responsibility for mentoring and assisting a team of customer service specialists as they respond 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 residents. In this role, you will train and routinely instruct associates on the proper delivery of communications to residents and prospective residents in the community. Understanding and being able to teach others to understand that accurate and knowledgeable responses, given with a positive and respectful tone, are the foundation of continued long-term relationships. To be successful in this role, an Experience Consultant II should be welcoming with all enquiries. Knowledge about the community is essential and knowing when to take a pause on providing information is important. Multitasking, being resilient to change, and being adaptable to new best practices will ensure operating procedures stay consistent and departmental goals are met. The role will proactively participate to ensure standards of excellence are consistently being achieved with the customer service team at Park La Brea. Who You Are A passionate and unwavering pursuer of excellenceAn excellent communicator, problem-solver and motivatorA disciplined customer-focused leader, consensus builder and mentor with a very strong eye for talentA passionate individual who can strategize and problem-solve objectivelyAn organized multi-tasker who strives to outperform and exceed expectations, and thrives in a dynamic environmentA nimble and flexible leader who can pivot on a moment’s notice as necessitated when duties and responsibilities change without advance noticeAn exceptional communicatorA motivated thinker and trainer always striving to recruit top talent with an unrelenting commitment to retaining talentAn enthusiastic and personable individual who enjoys building and maintaining relationshipsA creative coach who inspires top performance out of othersA goal-focused leader with the desire to learn, teach and who is not afraid to step out of the boxA tech savvy professional not afraid of routine work, and changeA 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 mannerAssist Assistant Experience Manager and Experience Manager with managing the voice mailboxes, email requests for various services, and PLB Notices inboxes to ensure that the Experience Consultants respond/manage as necessaryAssist Check voice mail boxes and email receptacle regularly throughout the daySupport 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 marketMaintain working knowledge of Real Page, OneSite, and all other property management softwareRespond to residents and prospect inquiries and concerns with a sense of calmness, professionalism, and confidence by using objective problem-solving and de-escalation techniquesCreate and complete work ordersEnsure the office lobbies and model units are open and represent the highest standardsAssist 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 systemConduct audits for leasing filesEnter leasing traffic telephone calls and daily activity into the lead tracking programSchedule appointments for prospective new clients, returning prospects and transferring residents with the leasing consultantsAssist prospective residents with the online process of reviewing availability, holding an apartment, and filling out applicationAssist the leasing department with short tours, walk-in tours or apartment viewing with urgencyWork with Leasing Department to assist with resident move-ins and move-outs, including elevator reservationsAssist residents with filling out NTV’s and ensuring proper delivery to Accounts Receivable DepartmentJoin inspectors for occasional occupied work order inspectionsMaintain basic accounting/ledger knowledge3 for general assistance to residentsAssist facilities with projects requiring resident notificationsProperly and promptly document any notes, communication, requests, or important information in Resident filesProvide relief and support to receptionActively request positive customer feedback to all social media platforms (Yelp, Google, etc.)Assist in planning and executing resident relationship-building activitiesEmbrace and build a team culture focusing on diversity, equity, inclusion, and belongingPresent ideas to manager for improving departmental goals Competitive Market Position Proactively anticipate changes and be resilient to accepting prompt and strategic adjustmentsKnow 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 assignmentsInspect what you expect by performing regular audits of established processes and standardsEnsure timely and accurate preparation and delivery of all required reports to managerAttend all required and recommended training, and ensure compliance of all training requirements posted in learning management systemEnsure files and completed paperwork are organized neatly per company standardsUnderstand 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 behaviorsAny other tasks as deemed necessary by your direct manager Talent Management Embrace a team culture focusing on diversity, equity, inclusion, and belongingTrain newly hired associates on essential job duties utilizing shadowing, role-playing and formalized training processes and techniquesSupport and develop Customer Service Specialists in their role of understanding the nature of our business Competitive Market Position Proactively anticipate changes and be resilient to accepting prompt and strategic adjustmentsKnow your associates -- your direct manager counts on you to make short, and long-term recommendations for changeReview weekly update reports and develop goals, strategies and incentives to address customer service goals Physical Condition Physically inspect community grounds regularly, pick up litter, and report any risks or service needs to the maintenance team Requirements BS/BA degree or equivalent level of training and work experience2 years of overall customer service experience in a property management career progressionFirm 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 environmentAn enthusiastic trainer with team building abilities and a positive approach to customer serviceEffective communication skills (oral, listening, and written), bilingual in Spanish a plusProficiency in MS Office (Word, Excel, Outlook, Teams), RealPage or other property management softwareKnowledge and direct experience with customer relationship management softwarePossess 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. 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. PLEASE NOTE: To promote equity and uphold our internal compensation standards, the target base and bonus for this position are non-negotiable. Salary Description $27.31 per hour