Community Relations Representative

Essex Property Trust • San Francisco, CA

3d • $27 - $31 • Onsite

About The Position

The Community Relations Representative is the primary in-person point of contact for residents and prospective residents, delivering a strong customer experience throughout the customer life cycle. The role manages resident communications and inquiries, supports smooth move-in and move-out processes, and assists with community operations. Work is primarily conducted in person at an assigned Essex office, with virtual communication used when in-person communication is not possible.

The representative maintains knowledge of the assigned community portfolio, works with the Community Management Team and other internal departments, supports resident satisfaction, and handles confidential information professionally. The position is on-site five days per week, with a five-day workweek likely to include weekend coverage. Occasional travel is required for meetings, training, and community visits.

Requirements

• High school diploma or equivalent required.
• One year of experience in a customer service environment preferred.
• Commitment to exceptional customer service and a desire to help people.
• Strong organizational and time-management skills to handle multiple responsibilities.
• 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.
• Ability 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 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 and situations.
• Ability to make decisions with a thorough understanding of procedures, company policies, and business practices to achieve general results and deadlines.
• Highly organized, with demonstrated project management skills.
• Ability to exercise initiative and meet job requirements and assignments.
• Availability to work a flexible schedule, including weekends.

Nice To Haves

• College degree preferred.
• One year of experience in a customer service environment preferred.
• Familiarity with property management or CRM software.

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 processes, including paperwork, in-person identification checks, and answering resident questions.
• Address resident questions and concerns promptly and professionally, in person or virtually as needed.
• Manage and respond to portfolio tasks and calls through Funnel within required response times and company standards.
• Maintain in-depth knowledge of assigned communities, including property-specific features and operations.
• Collaborate with the Community Management Team to support community operations and customer satisfaction targets.
• Assist with 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 supporting community operations and resident satisfaction.
• Comply with company policies and procedures and applicable laws and standards, including Fair Housing, landlord-tenant regulations, local building codes, OSHA, and EEOC requirements.
• Maintain regular, consistent, and timely in-person attendance.
• Maintain relationships with internal and external stakeholders, including Accounting, Legal, and other Essex departments.
• Travel occasionally for meetings, training, and community visits.

Benefits

• Competitive salaries and career growth opportunities.
• Medical, dental, and vision benefits.
• Paid parental leave.
• 401(k) employer match.
• Excellence rewards.
• Wellness programs.
• 12 paid holidays and 15 PTO days.
• Housing discount of 20% for most positions.
• Eligible to participate in a discretionary annual bonus program commensurate with the level of the position.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED