Residential Coordinator (The Americana at Brand)

At Caruso, every role contributes to something greater: creating extraordinary places, cultivating meaningful connections, and enriching the lives of those we serve.

As the Residential Coordinator at The Americana at Brand, you will play an integral role in bringing together the many facets of our residential operations to deliver a seamless, elevated living experience. Bridging resident relations, leasing, administrative operations, and cross-departmental collaboration, this position is central to ensuring our community operates with the thoughtfulness, precision, and hospitality that define the Caruso experience.

We are seeking a collaborative, people-centric professional who thrives in a dynamic environment, takes pride in anticipating needs, and is passionate about creating meaningful resident experiences. This is an opportunity to make a tangible impact, contribute to a culture of excellence, and be an essential part of the team behind one of Southern California’s premier properties.

ESSENTIAL FUNCTIONS

Resident and Guest Interaction:
• Interact with guests and residents through phone and digital platforms, providing accurate and engaging information about our properties.
• Deliver unparalleled service in a professional, friendly, and engaging manner to exceed expectations.
• Handle incoming calls, messages, and announcements promptly and efficiently.
• Document and communicate guest feedback and inquiries.
Administrative Support:
• Provide comprehensive administrative support to the property management team through collaboration with concierge, housekeeping, parking operations, public safety and other departments as necessary.
• Perform various data entry tasks and reporting in the CRM and other systems (Teams, e-mail, CRM, Kipsuu, Resident App, etc).
• Scan, process, and manage invoices accurately and efficiently.
• Manage lease violation audits and notices, ensuring compliance and timely communication.
Leasing and Renewal Process:
• Assist in the lease renewal process, including preparation of renewal documents and communication with residents.
• Manage prospective resident leads, including follow-ups and scheduling tours.
• Support leasing efforts, including conducting tours and handling leasing inquiries as needed.
• Maintain residential calendars and schedule tours for the Residential Management team.
• Act as a first line of response to portfolio wide leasing inquiries or lead management when respective property teams are unable to do so within the same business day.
Compliance and Coordination:
• Monitor renters insurance compliance and send follow-up communication to maintain resident compliance when expirations occur.
• Coordinate maintenance service requests, including scheduling with various departments to ensure a seamless experience.
• Manage bookings for Great Rooms, Guest Suites, Cabanas, and Gardens and other rentable items ensuring seamless reservations and impeccable service.
• Oversee package deliveries and manage 3rd party deliveries efficiently.
• Manage loading dock reservations to facilitate smooth logistics.
• Coordinate concierge porter requests promptly and efficiently.
• Oversee delinquency management including balance due communications and past resident collections prior to submission to the 3rd party collection partner.
Resident Experience:
• Handle all resident-related tasks to enhance the resident experience.
• Assist with the Caruso Loyalty program execution.
• Resolve complaints according to Caruso Hospitality Standards.
• Coordinate resident events and activations.
• Collaborate with Americana retail team on joint initiatives.
• Assist with various admin tasks as assigned, including package management, key releases, amenity bookings, resident events etc.

MINIMUM REQUIRED QUALIFICATIONS

• Works well under pressure with a composed and professional demeanor.
• Strong multitasking, organizational, and communication skills.
• Excellent customer service abilities with a friendly yet professional demeanor.
• Flexibility to work weekends, evenings, and holidays.
• Attention to detail and ability to maintain confidentiality.
• Exceptional written and verbal communication skills.
• Proficiency in MS Word, PowerPoint, and Excel.