Resident Experience Coordinator- Park West Apartments
Company: Equity Residential
Location: Los Angeles
Posted on: September 21, 2023
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. -
WHO YOU ARE -
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
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
WHAT YOU'LL DO
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
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
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
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
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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