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About the Role

The Community Relations Representative is the primary point of contact for residents, focusing on fostering positive relationships, managing communication, and ensuring smooth move-in and move-out processes. This role supports community management operations with a high level of customer service and professionalism, primarily conducted in person.

Responsibilities

• Serve as the primary in person contact for residents.
• Manage all communications and inquiries via the customer relationship management (CRM) system.
• Facilitate seamless move-in and move-out experiences, including handling paperwork, conducting in-person identification checks, and addressing resident questions.
• Promote excellent resident experience by addressing questions and concerns promptly and professionally.
• 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 customer satisfaction targets.
• Assist in organizing and participating in occasional resident events across the property portfolio.
• Handle confidential resident and property information with discretion and professionalism.
• Perform 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.
• Perform other in person duties and special projects, as assigned.
• Maintain regular, consistent and timely in person attendance.

Requirements

• 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.
• Maintain alignment with Essex policies and procedures while effectively managing relationships with internal and external stakeholders.
• 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.
• 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.

Skills

• Customer Service
• Communication
• Organizational Skills
• Time Management
• Microsoft Office Suite
• Property Management Software
• CRM Software
• Project Management

Location

• San Jose, California

Work Type

• Temporary
• On-site

Experience Level

• One year of experience in a customer service environment preferred.

Education Level

• High school diploma or equivalent
• College degree preferred

Salary/Compensations

• $26.92 - $31.25 per hour

Benefits

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

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.

Equal Opportunity

• Maintain compliance with all applicable laws, e.g., Fair Housing, Landlord Tenant, Local Building Codes, OSHA, and EEOC.