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Resident Experience Coordinator- Park West Apartments

Company: Equity Residential
Location: Los Angeles
Posted on: September 21, 2023

Job Description:

Under the direction of the General Manager or Community Manager, the Residential Experience Coordinator is responsible for providing exemplary customer service to our residents that results in outstanding resident retention. This position will work to ensure customer loyalty by delivering a great move-in experience for all new residents, respond to and appropriately escalate resident issues, including Resident Relations Inquiries, Resident engagement and overall delivery of a remarkable resident experience during their residency. -
Collaborate with Others. You work together with others in a cooperative and supportive manner to achieve shared goals.
Exemplify Integrity. -You treat others fairly, honestly, and respectfully, furthering the integrity of the organization and its relationships of trust with the broader community
Adaptable. You adapt in order to work effectively in ambiguous or changing situations, and with diverse individuals.
Customer-Oriented. You are always responsive to customers' needs, ask great questions, and are able to anticipates customers' needs, completing most tasks for your customers ahead of deadlines.
Product and Technical Knowledge. You apply an understanding of the products and services provided, how each product works, and the business value it brings
Manage the Sales Process. You follow the organization's sales methodology in applying skills and resources to achieve sales targets..
Quality Focused. -You Follow procedures, ensuring high quality output, taking action to solve quality problems or notifying others of quality issues.
Discerning with Strong Judgment. -You are thorough in your quest to gather all necessary data and arrive at high-quality decisions and recommendations with an eye on impact. You appropriately alert others to pending actions and decisions, and use keen observation and analytical thinking to make decisions, even under difficult situations. -
Responds to all resident-relation written or verbal inquiries and responds accordingly to ensure customer satisfaction and loyalty. -
Works with GM or CM when customer service escalations are required for resolution.
Connects and meets with all new move-in residents by introducing themselves as the Resident Experience Coordinator and presenting themselves as the liaison between them and the property. -
Directs new residents through the pre-Move In Experience, including the Digital Move In Checklist, Community Guide and Amenity Reservations on the resident portal to best prepare the new resident for move in day. -
Schedules and completes the initial move in orientation with new residents. Schedules orientation appointment, ensures apartment meets move-in standards, explains how to use different features in the apartment (Smart Locks, lights, outlets, a/c system, etc.), explains MyEquity portal for maintenance service, and ensures the completion of the Move-In Checklist by the new resident.
Completes follow up call or email within one week of the move-in to address any issues or concerns. -
Schedules and completes all Move Out inspections with departing residents to ensure all appropriate steps have been taken and issued keys have been turned over to the community and properly secured upon receipt. -
Coordinates all resident functions including planning resident events and preparing all event marketing materials for the community. -
Under the direction of the GM/CM, works closely with the concierge team to ensure outstanding customer service standards are met.
Completes community inspections or Rise and Shine Checklist with the General /Community Manager.
Maintains high resident visibility by interacting with residents always. Regularly visits amenity areas to communicate with residents and ensures amenity cleanliness and equipment in good working order.
Schedules and collects fees for conference room rentals for resident functions. 2 - 2023 Equity Residential All rights reserved --- Offers recommendations to management regarding improvements to the overall operation of the community.
Attends and participates in training programs as requested -
Routinely calls residents back to ensure that maintenance was completed to the resident's satisfaction. -
Reports all discrepancies regarding requests (from residents or employees) to the service and sales teams. -
Signs keys in / out to vendors, checking identification prior to issuance. -
Maintains resident gate card log daily, where applicable. -
Understands and complies with Fair Housing laws and standards. -
Represents the Company in a professional manner at all times. Consistently maintains a professional courteous attitude when dealing with residents, coworkers and the general public. -
Performs other duties as necessary.
A high school diploma or equivalent is required. -
Computer literacy required. -
Must be able to effectively communicate both orally and in writing in English for all work related purposes. - -
Salary: $23.11 - $28.25 / hour - - - - - -
The successful candidate's starting pay will be determined based on job-related skills, experience, and qualifications.


Keywords: Equity Residential, Los Angeles , Resident Experience Coordinator- Park West Apartments, Other , Los Angeles, California

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