Consultant, Customer Service Rep, Customer Service​/HelpDesk

Description

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.

Park La Brea has 4,249 units and is located in Los Angeles, CA

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

$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 is what we strive for.

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.

• 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

• 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, One Site, 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…