Leasing & Experience Consultant II

About Prime: Prime Residential is an established owner and operator of more than 19,000 multifamily apartments and townhomes, providing appealing amenities and superior customer service in some of the most sought-after locations along the West Coast. We are committed to maintaining a richly diverse and inclusive company culture where all people feel welcomed and valued.   

Property Details: Camden has 192 units and is located in Fremont, CA 

Schedule: Tuesday through Saturday, 9:00 am to 6:00 pm

Target Pay: $26.88 per hour + leasing commission 

Role Overview: Prime Residential’s Leasing & Experience Consultant II is the primary point of contact for current and prospective residents. Outstanding customer service and sales skills are essential to the position. Leasing & Experience Consultants II are considered the customer service ambassadors for our communities, working as members of the on-site property management team to provide excellent customer service to either or both current and prospective residents. The role of a Leasing & Experience Consultant II is to build and drive the relationships we have with our customers and residents to ensure they have an exceptional experience and are satisfied with their decision to live in a Prime Residential community. Not only does this include providing an outstanding experience of touring the assigned community and knowing how to positively share all amenities of the facility, but also enhancing the living experience for all residents by building relationships and being courteously available as needed. 

Who You Are:  

• An enthusiastic and personable individual who enjoys building and maintaining relationships. 
• A passionate team player who sees excellent customer service as essential to relationships. 
• A true driver of sales possessing a competitive streak and an ability to close the deal. 
• A diligent, determined, and punctual associate looking to grow their career in property management. 

Key Responsibilities: 

Sales and Marketing 

• Warmly greet prospects, qualify, determine needs and preferences, and professionally present the community and specific amenities  
• Answer incoming telephone calls, emails, and texts by exhibiting excellent customer service to efficiently address inquiries (prospect calls, resident issues, maintenance service requests, etc.) 
• Ensure timely and professional follow-ups are executed in accordance with company standards 
• Compile all necessary lease application data, assist with application verifications, and notify applicants of qualification results in a timely manner 
• Physically walk and tour the community and specific apartment units with prospects  
• Visit and research competitive properties to update market survey data on a regular basis 
• Identify innovative marketing ideas that may benefit the community and communicate them to the team 
• Solicit property and individual reviews from residents and prospects when positive reactions are evident 
• Collaborate with the leasing team to establish leasing goals and objectives, and track progress towards meeting or exceeding targets     
• Provide training and mentorship to new leasing and experience consultants, sharing best practices and industry insights to enhance their sales and customer service skills. 

Customer Service 

• Participate in ongoing resident relationship-building activities including emails, telephone calls, in-person office drop-ins and meetings with residents and prospects 
• Participate in developing, organizing and rolling-out regular resident functions 
• Assist with resident concerns or related activities as requested 
• Ensure the office, clubhouse, models, and “market ready” vacant units are in pristine condition 
• Participate in monthly property renewal programs by preparing follow-up letters, and fielding telephone calls as needed to increase resident retention 
• Courteously accept service requests from residents and route to maintenance department accordingly 
• Conduct service follow-up with residents when maintenance jobs are completed 
• Assist residents with move-in process including walking of unit, lease paperwork, and contract follow-up 
• Prepare and distribute acknowledgement letters for residents who have given notice to vacate 
• Assist with challenging applicants and help diffuse difficult conversations with understanding into screening requirements, appeals, and reports to support elevating applicants to the Community Director for review if not immediately approved 
• Act as a liaison between residents and management, effectively communicating policies, procedures, and updates to promote transparency and trust within the community 
• Proactively address resident complaints or concerns by investigating issues, proposing solutions, and following up to ensure resolution and resident satisfaction 

General Administration  

• Facilitate full move-in orientations for incoming residents to introduce them to the lifestyle at the assigned community 
• Provide exceptional hospitality in compliance with quality assurance expectations and standards to create a unique and memorable customer experience 
• Introduce residents to all departments and/or services when encountering related questions that pertain to Accounting, Customer Experience, 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 with residents the benefit of living at the community 
• Distribute active marketing materials and provide exemplary customer service to residents 
• When delegated to, assign and coordinate parking spaces for new residents at move-in 
• Promote and assist residents with signing up for relevant delivery services when available at assigned community 
• Assist residents with amenities (pool and gym registrations) when needed 
• If applicable at assigned community and when delegated, schedule elevator reservations for move-ins and move-outs 
• Collect move-in checklists and enter work orders as needed 
• Register all pets and reasonable accommodation animals as needed 
• Coordinate and assist residents with set up through cable provider account manager 
• Answer, record, and process all calls, messages, requests, questions, or concerns, and assure proper documentation in CRM software 
• Warmly greet prospective residents and qualify and determine needs and preferences 
• Professionally present community, amenities, and apartment homes 
• Schedule appointments for newly inquiring prospects, returning prospects, and transferring residents among Sales and Experience Associates 
• 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 regularly. 
• 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 inquiries and route as needed to proper department 
• Assist the management team with special projects 
• Coordinate and oversee resident appreciation events and community gatherings to foster a sense of belonging and camaraderie among residents 

Maintaining Operational Standards of Excellence  

• Complete all new lease and renewal paperwork, including related addenda in an organized and efficient manner 
• Update daily activity reports, notices to vacate, leases, cancellations, transfers, renewals, etc. and provide information to supervisor as needed 
• Enter all traffic, telephone calls and other daily activity into customer relationship management software system 
• Ensure files and completed paperwork is organized neatly per company standards 
• Attend training, community and leasing-specific, and ensure compliance of all training requirements posted in learning management system 
• Understand and adhere to all federal, state, and local laws pertaining to Fair Housing, landlord tenant laws, as well as company policies regarding general operations and employee actions and behaviors 
• Conduct periodic inspections of model units, amenities, and common areas to ensure cleanliness, safety, and compliance with property standards and regulations 
• Serve as a resource for leasing team members, providing guidance, training, and support to ensure consistent adherence to operational standards and procedures 
• Monitor leasing performance metrics and key performance indicators (KPIs), identifying trends, areas for improvement, and opportunities for optimization in leasing operations 
• Any other tasks as deemed necessary by your supervisor 

• BS/BA degree or equivalent experience preferred   
• 1-3 years of experience in multifamily housing preferred 
• Consistent ability to display an enthusiastic and positive approach to customer service and sales 
• Effective communication skills (oral, listening, and written) 
• Team player attitude who can work independently and collaboratively 
• Proficiency in MS Office (Word, Excel, Outlook, Teams), RealPage or other property management software 
• Knowledge or familiarity of customer relationship management software is a plus 
• Ability to prioritize and multitask 
• Ability to display and present yourself professionally, in appearance and demeanor 
• A valid driver’s license for the purpose of operating a community vehicle and/or leasing golf cart   

What We Offer:  

• Generous Benefits: Comprehensive medical, dental, vision, and RX plans.  
• PTO: Standard PTO plus 11 company holidays, 2 floating holidays, 1 birthday day-off, and 1 volunteer day-off.  
• Retirement: 401k match up to 4%.  
• Tools Provided: Service team members are provided with tool kits.  
• Career Growth: Prime Academy provides various development opportunities by position including foundational skills, technical skills, leadership essentials, and more.  
• Education: Tuition reimbursement for continuous learning.  
• Employee Housing Discount: Housing discount offered at Prime Residential properties.  

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.