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About the Role

The Community Relations Manager is responsible for delivering an exceptional resident experience throughout their journey at Essex. This role manages a team of community relations representatives who serve as the primary point of contact for residents, focusing on fostering positive relationships, managing communication, and ensuring smooth move-in and move-out processes.

Responsibilities

• Oversee and support a team responsible for managing resident communications and inquiries through the CRM system.
• Ensure the team facilitates seamless move-in and move-out experiences, including processing paperwork, conducting identification checks, and addressing resident questions both in-person and virtually.
• Promote a high standard of customer service by coaching the team to address resident concerns promptly and professionally, stepping in to resolve issues when escalation is necessary.
• Oversee the team's handling of portfolio tasks and calls through Funnel, ensuring timely responses and compliance with company standards and metrics, while providing support as needed.
• Maintain a deep understanding of the assigned community portfolio and provide guidance to the team on property-specific features and operations.
• Collaborate with the Community Management Team to enhance operations and achieve customer satisfaction goals.
• Ensure the proper handling of confidential resident and property information by the team, maintaining professionalism and discretion.
• Oversee team participation in occasional resident events, ensuring successful coordination and execution.
• Manage and delegate occasional notice posting across the property portfolio.
• Assign and oversee special projects to support community operations and resident satisfaction.
• Delegate workload effectively among community relations representatives to maintain productivity and service quality.
• Monitors office expenses, ensuring that expenses are within budget and cost effective.
• Manage personnel throughout their employment lifecycle that includes career planning and development, accountability and performance management, and recognition.
• Oversee and execute additional duties and special projects as assigned to support community operations and enhance resident satisfaction.
• Ensure team compliance with company policies, Fair Housing laws, Landlord-Tenant regulations, and OSHA standards.
• 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.
• Provides formal supervision to associates within a single functional or operational area.
• Recommends staff recruitment, selection, promotion, advancement, corrective action, and termination.
• Plans and monitors appropriate staffing levels and utilization of labor, including overtime.
• Prepares and delivers performance appraisals for staff.
• Mentors and coaches team members to further develop competencies.
• Leads by example and models behaviors that are consistent with Essex's values.
• Ability to respond effectively to sensitive issues.
• Ability to write reports.
• Ability to make effective and persuasive presentations to employees and clients.
• Ability to comprehend, analyze, and interpret documents.
• Ability to solve problems involving several options in situations.
• Responsible for setting work unit and/or project deadlines.
• Meet all job requirements and assignments.

Requirements

• High school diploma or equivalent required, college degree preferred.
• 2+ years of property management experience with 1-2+ years of supervisory experience.
• Commitment to providing exceptional customer service and a desire to help people.
• Proven ability to supervise staff of two or more associates.
• Ability to work within budgeted guidelines.
• Ability to read, write, speak, and understand English.
• Ability to utilize a personal smart device for apps related to property operations and communication.
• Strong organizational and time management skills to handle multiple responsibilities effectively.
• Ability to work independently and collaboratively in a centralized hub environment.
• Regular, consistent, and timely attendance required.
• Requires sitting at a desk or workstation for extended periods, with 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.
• Requires intermediate analytical and quantitative skills.
• Decisions made with thorough understanding of procedures, company policies, and business practices to achieve general results and deadlines.

Skills

• Proficiency with Microsoft Office Suite and property management or CRM software.
• Excellent verbal and written communication skills.
• Ability to create, compose, and edit written material.

Location

• Pleasanton, California
• SFO

Work Type

• Regular
• Full-time
• On-site

Experience Level

• 1-2+ years of supervisory experience
• 2+ years of property management experience

Education Level

• High school diploma or equivalent
• College degree preferred

Salary/Compensations

• $91,000.00 - $109,000.00 per year

Benefits

• Medical
• Dental
• Vision
• Paid parental leave
• 401k employer match
• Excellence rewards
• Wellness programs
• 12 paid holidays
• 15 PTO days
• Housing discount of 20%

About the Company

• 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.
• Essex Property Trust is an S&P 500 company and a proven leader in West Coast apartments.
• We are committed to the vibrant communities in which we operate, and we continually push to innovate, improve, and add value to the lives of our residents, associates, and shareholders.
• At Essex, we believe a company focused on diversity, equity, and inclusion (DEI) is the key driver of innovation and collaboration.
• We offer competitive benefits, opportunities to grow your career, and a positive workplace environment in which every employee is empowered to provide a meaningful contribution to our Company’s mission.

Equal Opportunity

• Fair Housing laws
• Landlord-Tenant regulations
• OSHA standards
• EEOC