City
San Jose
State
California
Job Location
SFO 023 101 San Fernando
Position Type
Regular
The Community Relations Representative plays a vital role in delivering an exceptional experience throughout the customer life cycle. As the primary point of contact for residents, this role focuses on fostering positive relationships, managing communication, ensuring smooth move-in and move-out processes, and supporting community management operations with a high level of customer service and professionalism. Work primarily conducted in person in an assigned Essex office to communicate with residents and prospective residents in person, relying on virtual communication when that is not possible.
WHAT YOU WILL DO:
- Serve as the primary in person contact for residents.
- Serve as the primary contact to manage all communications and inquiries via the customer relationship management (CRM) system.
- Facilitate seamless move-in and move-out experiences, including handling necessary paperwork, conducting in-person identification checks, and addressing resident questions both in-person and virtually (if necessary). By appointment and drop in.
- Promote excellent resident experience by addressing questions and concerns promptly and professionally, both in-person and virtually (if necessary). By appointment and drop in.
- Manage and respond to portfolio tasks and calls through Funnel, meeting required response times and company standards.
- Maintain in-depth knowledge of the assigned community portfolio, including property-specific features and operations.
- Collaborate with the Community Management Team to support community operations and meet and maintain customer satisfaction targets. Primarily conducted in person, except where members of team are not present in the same facility.
- Assist in organizing and participating in occasional resident events across the property portfolio.
- Handle confidential resident and property information with discretion and professionalism.
- Occasional notice posting across the property portfolio.
- Perform other duties and special projects assigned to support community operations and resident satisfaction.
- Ensure compliance with company policies, procedures, and relevant laws, such as Fair Housing, Landlord-Tenant regulations, and OSHA standards.
- Other in person duties and special projects, as assigned.
- Regular, consistent and timely in person attendance.
WHAT YOU WILL NEED:
- High school diploma or equivalent required. College degree preferred.
- One year of experience in a customer service environment preferred.
- Commitment to providing exceptional customer service and a desire to help people.
- Strong organizational and time management skills to handle multiple responsibilities effectively.
- Ability to work independently and collaboratively in a centralized, high-volume hub environment.
- Must work on-site in the office five days per week.
- Proficiency with Microsoft Office Suite and familiarity with property management or CRM software.
- Ability to read, write, speak, and understand English.
- Capability to utilize a personal smart device for apps related to property operations and communication.
WHAT THE JOB REQUIRES:
- Maintain alignment with Essex policies and procedures while effectively managing relationships with internal and external stakeholders, including Accounting, Legal, and other departments within Essex.
- Maintain compliance with all applicable laws, e.g., Fair Housing, Landlord Tenant, Local Building Codes, OSHA, and EEOC.
- Excellent verbal and written communication skills. Ability to create, compose, and edit written materials.
- Regular, consistent, and timely attendance required.
- This role requires a five-day workweek that will likely include weekend coverage. Work is primarily performed at an Essex office location, involving extended periods of sitting at a desk or workstation, with the occasional need to deliver resident notices. This may involve walking and use of stairs for prolonged periods of time.
- Involves the use of standard office equipment such as computers, phones, and printers.
- Availability to work a flexible schedule, including weekends.
- Travel required for occasional meetings, training, community visits.
WHAT YOU WILL BRING TO THE TABLE:
- Ability to collaborate with coworkers in person and virtually to achieve customer goals.
- Ability to comprehend, analyze, and interpret documents.
- Ability to solve problems involving several options in situations.
- Decisions made with thorough understanding of procedures, company policies, and business practices to achieve general results and deadlines.
- Highly organized and demonstrated project management skills.
- Ability to exercise initiative.
- Ability to meet all job requirements and assignments.
#LI-Onsite
All full-time regular associates are offered competitive salaries, experience career growth, and are eligible for benefit packages that include medical, dental, vision, paid parental leave, 401k employer match, excellence rewards, wellness programs, and much more. With our 12 paid holidays and 15 PTO days, work/life balance is a priority! Additionally, most positions are eligible for a housing discount of 20%.
Essex provides great communities in which to live, work and invest. We are a purpose-driven company, and we pride ourselves on promoting an internal culture of growth and opportunity by engaging, enabling, and empowering our teams. Working at Essex is not a destination. It is a journey where you can confidently build your career.
New hires generally start between $26.92 - $31.25 per hour. The final salary offer will be determined after reviewing relevant factors, including but not limited to skill sets; relevant experience; internal equity; and other business and organizational needs.
This role is also eligible to participate in Essex’s discretionary Annual Bonus program that is commensurate with the level of the position.
