Experience Consultant II bei Prime Residential

Description

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: The Gateway has 1254 units and is located in San Francisco, CA

Schedule:  9:00 am to 6:00 pm

Target Pay: $30.10 per hour 

Experience Consultant II (Gateway Apartments)  

The Experience Consultant II at Gateway Apartments is an integral member of the Customer Service team, responsible for ensuring that residents, prospects, and guests receive exceptional service in every interaction. Serving as a frontline ambassador for a large-scale residential community, the Experience Consultant II handles a wide variety of resident and prospect needs, including reception, tenant services, maintenance coordination, administration, safety communications, and general customer support. 

This role requires professionalism, adaptability, and strong communication skills. All interactions should reflect accuracy, positivity, and respect, building long-term trust and reinforcing Gateway Apartments’ reputation as a premier residential community. 

Who You Are:  

• A passionate and dependable customer service professional who thrives in a dynamic, high-volume environment 
• An excellent communicator, problem-solver, and de-escalator who can remain calm under pressure 
• Organized, detail-oriented, and able to multitask effectively 
• Tech-savvy and comfortable with property management software, phone systems, and digital communications 
• Flexible and resilient to change, able to pivot quickly when priorities shift 
• Personable and relationship-oriented, skilled at building resident trust and rapport 
• Safety-conscious, proactive, and reliable in emergency or escalation situations 

What You’ll Do:  

Tenant & Resident Services  

• Serve as first point of contact for residents, prospects, deliveries, and guests (high-volume reception; bilingual preferred) 
• Provide accurate information about the property, amenities, services, and local area 
• Log, track, and follow up on all resident requests, concerns, and complaints to ensure timely completion and communication 
• Draft and distribute community communications, including email blasts, promotional flyers, and tenant engagement updates 
• Support resident events and customer engagement initiatives to strengthen community relationships 

Engineering & Maintenance Coordination  

• Create and manage resident work orders, tracking status to knowledgeably respond to resident inquiries 
• Coordinate maintenance scheduling and issue appropriate resident notices 
• Support facilities projects requiring communication or scheduling with residents 
• Order and maintain office supplies to ensure continuous operations 

Administrative Support 

• Sign in vendors, issue keys, and provide access permissions in compliance with community protocols 
• Assist with move-in and move-out coordination, including elevator reservations and access permissions 
• Operate, maintain, and perform basic troubleshooting of the PBX phone system; train new associates as needed 
• Conduct file audits, maintain records in property management systems (RealPage, OneSite, Knock), and support compliance requirements 
• Provide relief coverage for reception as needed, maintaining a polished and professional office environment 
• Assist residents with registration for EV parking/charging stations. 
• Track and update resident renters insurance records in the property management system to ensure compliance 

Security & Safety Evaluation 

• Act as a communication hub between security, engineering, management, tenants, and first responders during emergencies 
• Dispatch emergency calls and coordinate timely response for incidents 
• Maintain updated emergency contact lists and incident reports 
• Promote and support safety and security procedures across the community 
• Conduct periodic walkthroughs/patrols of property common areas to monitor safety, cleanliness, and compliance.  
• Monitor fire panel alerts and escalate to engineering, security, and first responders as needed 

Customer Experience Excellence  

• Greet and assist all prospects and residents with professionalism and positivity 
• Assist prospective residents with online applications, short tours, or unit viewings as needed 
• Coordinate resident move-ins and orientations, ensuring a welcoming experience 
• Manage resident amenities registration (parking, pools, gyms, parcel systems, cable setup, etc.) 
• Ensure common areas, office lobbies, and model units meet the highest presentation standards 
• Actively encourage and capture positive customer feedback through online platforms (Yelp, Google, etc.) 
• Contribute ideas for improving departmental goals, resident engagement, and customer satisfaction 

Requirements

What You’ll Need:  

• 3+ years of customer service, hospitality, or property management experience (residential community experience preferred) 
• Proficiency in MS Office and property management software (RealPage, OneSite, Knock preferred) 
• Strong communication, organizational, and problem-solving skills 
• Ability to remain calm and objective in escalated or emergency situations 
• Knowledge of fair housing, landlord/tenant regulations, and customer service best practices a plus 
• Flexibility to work weekends, evenings, or holidays as business needs require 

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.