Experience Supervisor na 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 1,254 units and is located in San Francisco, CA

Schedule:  9:00 am to 6:00 pm

Target Pay: $30.10 per hour 

Experience Supervisor (Gateway Apartments)   

The Experience Supervisor at Gateway Apartments is a member of the Customer Service team, responsible for overseeing resident service functions, coordinating vendor and maintenance activities, and ensuring consistent communication between residents and management. While this is not a direct people management role, the Experience Supervisor serves as a lead and subject matter expert, modeling service excellence and providing guidance to Experience Consultants as needed. 

This position balances hands-on resident interaction with higher-level operational responsibilities, ensuring service standards are upheld, processes are followed, and community communications reflect Gateway Apartments’ reputation as a premier residential community. 

Who You Are:  

• A seasoned customer service professional with advanced knowledge of property operations 
• Comfortable acting as a go-to resource and mentor for team members without serving as a direct supervisor 
• Highly organized, detail-oriented, and skilled at balancing administrative, vendor, and resident needs 
• Strong communicator who can serve as a bridge between management, vendors, and residents 
• Adaptable and proactive, with the ability to take ownership of elevated responsibilities while collaborating closely with peers and leadership 
• Safety- and compliance-minded, ensuring policies, regulations, and protocols are consistently upheld 

What You’ll Do:  

Residence & Tenant Servies  

• Serve as an escalation point for resident complaints and concerns, ensuring issues are addressed with urgency and professionalism 
• Schedule and conduct pre-move out inspections, documenting unit conditions and coordinating follow-up actions with residents and vendors 
• Act as the communication bridge between management and residents for critical updates such as water shutoffs, maintenance projects, or policy changes 
• Support the Customer Service team by modeling high standards of service and assisting colleagues with complex resident needs 

Engineering & Maintenance Coordination  

• Create, assign, and track resident work orders, monitoring completion and following up directly with residents 
• Schedule vendor work (e.g., carpet cleaning, plumbing, specialty contractors) and coordinate access and resident notices 
• Oversee maintenance scheduling and ensure residents are informed of service timelines and expectations 

Vendor & Inventory Management 

• Manage and purchase inventory with external vendors, ensuring sufficient supplies to support operations 
• Issue purchase orders (POs) to vendors, cc’ing Accounts Payable for accuracy and compliance 
• Build and maintain vendor relationships, ensuring quality service delivery and cost-effective solutions 

Administrative & Operational Support  

• Provide subject matter expertise and peer-level guidance on processes, including PBX system use, resident communications, and compliance tasks 
• Conduct file audits, track renters’ insurance compliance, and update resident records in property management systems (RealPage, OneSite, Knock) 
• Support resident move-in/move-out processes, amenity registrations, and account updates 
• Provide coverage for reception and customer service functions as needed 

Security & Safety Oversight  

• Act as liaison between residents, security, engineering, and first responders during emergencies 
• Monitor fire panel alerts and escalate appropriately 
• Conduct property walkthroughs/patrols to ensure safety, cleanliness, and compliance 
• Promote safety procedures and ensure accurate documentation of incidents 

Customer Experience Excellence  

• Model professionalism and positivity in all resident and prospect interactions 
• Support new resident onboarding through orientations and amenity registration (including EV charging stations) 
• Ensure common areas and model units reflect Gateway’s brand and service standards 
• Capture positive feedback and promote online reviews to strengthen community reputation 
• Recommend process improvements that enhance resident satisfaction and departmental efficiency 

Requirements

What You’ll Need:  

• 4+ years of customer service, hospitality, or property management experience (residential community experience strongly preferred) 
• Proficiency in MS Office and property management software (RealPage, OneSite, Knock preferred) 
• Strong communication, organizational, and problem-solving skills 
• Experience coordinating vendors, managing inventory, and issuing purchase orders 
• Ability to serve as a subject matter expert and peer resource without formal supervisory authority 
• Knowledge of fair housing, landlord/tenant regulations, and customer service best practices 
• 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.