Apartment Referral Specialist

Position Information

Department: Apartment Referral
Position Title: Apartment Referral Specialist
Reports To: Director of Apartment Referral / Operations Manager
Employment Classification: Full-Time, Non-Exempt
Location: Los Angeles, California
Work Arrangement: On-Site / Hybrid / Field-Based as Required

Position Summary

The Apartment Referral Specialist is responsible for assisting clients with apartment searches by understanding their housing needs, identifying suitable apartment options, coordinating referrals with partner properties, and following clients through the apartment search and referral process.

This position serves as a primary point of contact for referral clients and is expected to provide responsive, professional, and accurate guidance while maintaining current knowledge of apartment communities, pricing, promotions, availability, application requirements, and referral procedures.

The Apartment Referral Specialist works closely with Apartment Referral leadership, Business Development, Marketing, partner properties, and Operations to support referral volume, conversion, client satisfaction, and referral revenue.

Key Responsibilities

Client Intake & Apartment Matching

• Respond promptly and professionally to prospective client inquiries received through approved referral channels.
• Understand and document each client's housing needs, including preferred location, budget, move-in date, unit type, commute, amenities, lease term, and other relevant requirements.
• Research and recommend apartment communities and available units that appropriately match client needs.
• Maintain consistent follow-up with active clients throughout the apartment search and decision process.
• Track client status, apartment recommendations, referrals, tours, applications, and outcomes accurately in the Company's designated systems.
• Support achievement of Company referral volume, conversion, revenue, and client service targets.
• Maintain an organized pipeline of active, pending, converted, and inactive referral clients.

Referral Registration & Tour Coordination

• Register or submit client referrals to partner properties in accordance with applicable referral procedures and deadlines.
• Coordinate apartment tours with clients and partner properties and provide clients with accurate information regarding property features, amenities, pricing, promotions, and known availability.
• Confirm referral requirements and, when reasonably available, current pricing, availability, promotions, and tour details before client visits.
• Follow up with clients promptly after tours to collect feedback and determine next steps.
• Communicate recurring client feedback, objections, property issues, and market observations to management.

Application & Referral Conversion Tracking

• Provide clients with general guidance regarding partner property application processes and direct property-specific questions to the applicable property when appropriate.
• Communicate known application requirements, deposits, fees, lease terms, promotions, and move-in information based on information provided by the applicable partner property.
• Follow up with clients regarding application progress, lease decisions, move-in status, and other information necessary to verify referral conversion.
• Coordinate with partner properties and appropriate internal teams to confirm referral registration, application status, lease execution, and move-in status when permitted.
• Track successful referrals through lease signing and move-in so that referral eligibility and revenue can be properly documented.
• Maintain confidentiality of client, applicant, and partner information.

Apartment Inventory & Market Knowledge

• Maintain current working knowledge of partner apartment communities, neighborhoods, pricing ranges, promotions, lease terms, amenities, and known availability.
• Review apartment information and referral resources for accuracy and completeness before presenting options to clients.
• Promptly report discrepancies involving pricing, availability, promotions, referral terms, property information, photographs, or marketing content.
• Support maintenance of internal apartment databases, referral resources, and client-facing apartment information as assigned.
• Communicate market and client feedback that may affect apartment recommendations, referral strategy, or partner development priorities.

Customer Service

• Provide professional and responsive service throughout the client's apartment search journey.
• Maintain clear and timely communication with clients in both English and Mandarin Chinese as appropriate.
• Address routine apartment-search and referral questions and escalate exceptions, disputes, compliance concerns, or property-specific matters when appropriate.
• Maintain a positive and professional representation of Moo during all client and partner interactions.
• Support a smooth client experience from initial inquiry through apartment selection, application, lease signing, and move-in follow-up.

Partner Property & Cross-Functional Coordination

• Communicate professionally with partner property leasing teams regarding referral procedures, availability, promotions, tours, applications, and referral status.
• Maintain accurate records of partner contacts, referral requirements, and material updates communicated by partner properties.
• Coordinate with Business Development and Marketing regarding partner properties, referral sources, campaigns, client demand, and market feedback.
• Escalate referral registration issues, partner disputes, client complaints, or operational issues that may negatively affect conversion, revenue, or client experience.

Reporting & Performance

• Maintain accurate and timely records of client inquiries, apartment recommendations, referral registrations, tours, applications, leases, move-ins, and follow-up activity.
• Track assigned referral KPIs, conversion metrics, and revenue-related performance indicators.
• Participate in regular referral, sales, and performance meetings as required.
• Provide updates regarding client pipeline activity, referral status, client feedback, partner issues, pending applications, and expected conversions.
• Identify opportunities to improve response time, apartment matching, referral registration, follow-up effectiveness, client conversion, and overall referral performance.

Performance Expectations

Performance may be evaluated based on factors including, but not limited to:

• Client lead response time
• Lead-to-qualified-client conversion
• Referral-to-tour conversion
• Referral-to-application conversion
• Application-to-lease / move-in conversion
• Successful referral volume and referral revenue contribution
• Client follow-up completion and pipeline management
• CRM and referral record accuracy
• Referral registration accuracy and timeliness
• Client service quality and satisfaction
• Attendance and schedule reliability
• Compliance with Company referral procedures, partner requirements, and applicable policies

Specific performance targets may be established and updated separately based on referral business needs, market conditions, partner relationships, and Company objectives.

Minimum Qualifications

• High school diploma or equivalent.
• Fluency in Mandarin Chinese is required, with the ability to communicate professionally with Mandarin-speaking clients.
• Professional working proficiency in English is required for communication with partner properties and internal teams.
• Strong customer service, interpersonal, sales, and relationship-building skills.
• Strong organizational skills and attention to detail.
• Ability to manage multiple clients, apartment searches, referrals, tours, applications, and follow-up activities simultaneously.
• Comfortable using computers, online communication platforms, CRM systems, spreadsheets, and apartment search or property platforms.
• Ability to work independently, maintain ownership of an assigned client pipeline, and follow established Company procedures.
• Ability to travel to apartment communities, client tours, or business meetings when required.

Preferred Qualifications

• Bachelor's degree or current college enrollment.
• Previous experience in apartment referral, residential leasing, real estate, sales, customer service, hospitality, student services, or a related field.
• Experience working in a sales, referral, commission, or performance-driven environment.
• Familiarity with CRM systems, apartment search platforms, property websites, or leasing software.
• Knowledge of the Los Angeles rental market, major apartment communities, neighborhoods, and common leasing practices.
• Experience serving international students, Chinese-speaking renters, or clients relocating to the United States is preferred.

Core Competencies

• Client Focus
• Sales & Referral Conversion Mindset
• Communication
• Follow-Through
• Organization
• Attention to Detail
• Accountability
• Problem Solving
• Adaptability
• Team Collaboration
• Ownership

Work Schedule

The Apartment Referral Specialist is expected to maintain a work schedule consistent with client, referral, and business needs.

Because clients and partner properties may require communication or tours outside traditional office hours, occasional evening or weekend availability may be required based on business needs and assigned responsibilities.

Any applicable scheduling and overtime requirements will be administered in accordance with Company policy and applicable law.

Physical Requirements

The position may require the employee to:

• Regularly use a computer, phone, and standard office equipment.
• Sit, stand, and walk for periods of time as required by assigned duties.
• Visit apartment communities and walk through residential properties or units when supporting client tours or business needs.
• Travel between apartment communities, meetings, or assigned locations as required.
• Perform other physical activities reasonably necessary to carry out the essential functions of the position, with or without reasonable accommodation.

Compensation

Compensation is determined based on experience, qualifications, internal equity, and applicable market considerations.

The position may be eligible for performance-based bonuses, commissions, referral incentives, or other incentive compensation in accordance with applicable Company plans and policies.

Equal Employment Opportunity

Moo is an equal opportunity employer. We are committed to creating an inclusive workplace and consider all qualified applicants without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, veteran status, or any other status protected by applicable law.

Reasonable accommodations are available to qualified individuals with disabilities in accordance with applicable law.

Other Duties

This job description is intended to describe the general nature and level of work performed by employees assigned to this position. It is not intended to be an exhaustive list of all responsibilities, duties, qualifications, or working conditions.

Responsibilities may be modified or additional duties may be assigned based on business needs, consistent with applicable law.