Community Relations Representative

Essex Property Trust•OCC 504 The Havens, FL

2d•$25 - $29•Onsite

About The Position

The Community Relations Representative delivers an exceptional experience throughout the customer life cycle and serves as a primary point of contact for residents and prospective residents. The role fosters positive relationships, manages communications, supports smooth move-in and move-out processes, and assists with community management operations while providing professional customer service. Work is primarily conducted in person at an assigned Essex office, with virtual communication used when in-person communication is not possible. The position requires working on-site five days per week and may include weekend coverage, travel for occasional meetings, training, and community visits, and occasional resident events and notice posting across the property portfolio.

Requirements

High school diploma or equivalent required.
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 use a personal smart device for apps related to property operations and communication.
Excellent verbal and written communication skills, including the ability to create, compose, and edit written materials.
Ability to comprehend, analyze, and interpret documents.
Ability to solve problems involving several options in situations.
Ability to make decisions with a thorough understanding of procedures, company policies, and business practices to achieve general results and deadlines.
Ability to collaborate with coworkers in person and virtually to achieve customer goals.
Highly organized with demonstrated project management skills.
Ability to exercise initiative and meet all job requirements and assignments.

Nice To Haves

College degree preferred.
One year of experience in a customer service environment preferred.

Responsibilities

Serve as the primary in-person contact for residents.
Manage communications and inquiries through the customer relationship management (CRM) system.
Facilitate move-in and move-out experiences, including paperwork, in-person identification checks, and answering resident questions in person or virtually as needed.
Address resident 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 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.
Occasionally post notices 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 applicable laws and standards, including Fair Housing, Landlord-Tenant regulations, and OSHA standards.
Maintain alignment with Essex policies and procedures while managing relationships with internal and external stakeholders, including Accounting, Legal, and other Essex departments.
Maintain regular, consistent, and timely in-person attendance.