Assistant Experience Manager at Prime Residential Property Management LP – Los Angeles, California

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 9:00 am to 6:00 pm.

Target Pay: $33.04 per hour

Role Overview: An Assistant Experience Manager at Park La Brea works closely with the Experience Manager and is the backup for the manager as needed. This role 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, Senior Lead Customer Service Specialists train, mentor, 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 Assistant Experience Manager 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. This 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 excellence
• An excellent communicator, problem-solver, and motivator
• A disciplined customer-focused leader, consensus builder and mentor with a very strong eye for talent
• A passionate 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 leader who can pivot on a moment’s notice as necessitated when duties and responsibilities change without advance notice
• An exceptional communicator
• A motivated thinker and trainer always striving to recruit top talent with an unrelenting commitment to retaining talent
• An enthusiastic and personable individual who enjoys building and maintaining relationships
• A creative coach who inspires top performance out of others
• A goal-focused leader with the desire to learn, teach and who is not afraid to step out of the box
• 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
• Assist all Customer Service Specialists with managing the voice mailboxes, email requests for various services, and PLB Notices inboxes to ensure that the Customer Service Specialists respond/manage as necessary
• Assist 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 essential information in Resident files
• Provide relief and support to reception
• Actively request positive customer feedback to all social media platforms (Yelp, Google, etc.)
• Assist in planning and executing 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

Talent Management

• Embrace a team culture focusing on diversity, equity, inclusion, and belonging
• Train newly hired associates on essential job duties utilizing shadowing, role-playing and formalized training processes and techniques
• Support 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 adjustments
• Know your associates -- your direct manager counts on you to make short, and long-term recommendations for change
• Review 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

• BS/BA degree or equivalent level of training and work experience
• 2 years 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 trainer with team building abilities and 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: 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.
• A 401 (k) plan with potential company match to help you plan for the future.
• 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.?