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About the Role
The Community Relations Representative is the primary point of contact for residents, focusing on building positive relationships, managing communication, and ensuring smooth move-in/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 and identification checks.
- Address resident questions and concerns promptly and professionally, both in-person and virtually.
- Manage and respond to portfolio tasks and calls through Funnel, meeting required response times.
- Maintain in-depth knowledge of the assigned community portfolio.
- Collaborate with the Community Management Team to support community operations and customer satisfaction targets.
- Assist in organizing and participating in occasional resident events.
- Handle confidential resident and property information with discretion.
- Perform occasional notice posting across the property portfolio.
- Perform other duties and special projects assigned to support community operations.
- Ensure compliance with company policies, procedures, and relevant laws.
- Attend to 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.
- Strong organizational and time management skills.
- 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.
- 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.
- Manage 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.
- Availability to work a flexible schedule, including weekends.
- Travel required for occasional meetings, training, and community visits.
- Ability to collaborate with coworkers in person and virtually.
- Ability to comprehend, analyze, and interpret documents.
- Ability to solve problems involving several options.
- Decisions made with thorough understanding of procedures, company policies, and business practices.
- Highly organized and demonstrated project management skills.
- Ability to exercise initiative.
- Ability to meet all job requirements and assignments.
Skills
- Customer service
- Communication (verbal and written)
- Organizational skills
- Time management
- Independent work
- Collaboration
- Microsoft Office Suite
- Property management software
- CRM software
- Problem-solving
- Project management
- Initiative
Location
- Foster City, California
Work Type
- On-site
- Full-time
- Regular
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
- Eligible for discretionary Annual Bonus program
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.
Equal Opportunity
- Maintain compliance with all applicable laws, e.g., Fair Housing, Landlord Tenant, Local Building Codes, OSHA, and EEOC.