Communications Associate

The Scion Group•Chicago, IL

2d•Onsite

About The Position

Scion is paving a path in student living, and we're seeking a Communications Associate to join our Communications team. This role serves as the primary point of contact for residents and guarantors who reach out with questions, concerns, or complex issues. In addition to responding to inbound inquiries, the Communications Associate will manage online review responses across multiple platforms and partner closely with the Legal team to ensure communications are thoughtful, consistent, and aligned with company standards. The ideal candidate is a strong communicator and natural problem solver who can navigate sensitive situations with empathy, urgency, and sound judgment. They understand the importance of clear, timely communication and know how to balance care for the resident experience with the needs of the business. This role requires someone who can identify recurring themes, connect the right internal partners, and help ensure every interaction reflects Scion's commitment to service, accountability, and professionalism. This position will be based full-time out of our corporate headquarters in Chicago, IL.

Requirements

Bachelor's degree in Communications, Marketing, Hospitality, or relevant field, or equivalent experience
Genuine customer service orientation with empathy for resident concerns
Highly developed written and verbal communication skills
Ability to stay calm and solutions-focused during difficult conversations
Strong organizational skills and exceptional attention to detail
Ability to manage multiple priorities and meet deadlines consistently with minimal guidance
Works well independently and collaboratively across teams
Comfortable in a fast-paced environment with frequently shifting priorities
Proficiency in Microsoft Office

Nice To Haves

experience with ClickUp and Entrata a plus

Responsibilities

Respond directly to residents and guarantors who reach out via phone, email, chat, or social media with questions, concerns, or complaints.
Support community teams with resident communications during incidents or operational disruptions.
Resolve customer issues promptly, with empathy and a solutions-oriented approach.
Escalate unresolved or high-risk issues to the appropriate operations, legal, or leadership team members.
Partner with operations to provide training and best-practice guidance for on-site teams on reputation management, review response strategy, Review Harvest, and proactive resident engagement.
Proactively reach out to customers to share updates, address anticipated concerns, or follow up on past interactions.
Track and document interactions in Reputation tracker.
Identify trends in resident feedback and inform reputation strategy.
Help develop templates, FAQs, and response guidelines to ensure consistent, on-brand communication.
Look for opportunities to turn negative experiences into positive outcomes through thoughtful follow-up.
The responsibilities listed above may not be all inclusive.