Job Abstract

The Resident Relations Manager will act as the primary point of contact for all resident related inquiries, concerns and communication related to construction projects, heavy reinvestment, water intrusion, remediation, litigation and all other projects that require inconvenience, work and relocation within residents homes.

• Promotes positive, proactive customer interactions to make their Irvine Company experience of the highest quality.
• Acts as a liaison between residents, contractors and the onsite team; ensures timely and proactive communication with all residents i.e. scope of work in and around their home, anticipated completion, hotels stays as well as negotiating to reach settlement to lower litigation concerns.
• Collaborates with legal, risk management, remediation team, vendors, maintenance, project management and community/general manager to facilitate all required work and mitigate exposure and risk.
• Conducts unit interior walks to assess resident claims, status updates as work is in progress and pre-walks once work is completed.
• Completes all STARS reports and works with risk management to provide all necessary documentation.
• Provides exceptional customer service and empathy to residents; work with marketing to ensure consistent communication is distributed to residents providing progress updates and upcoming project timelines.
• Works with social media team to manage all negatively impacted social media sites as a result of resident dissatisfaction from projects within their home or community.
• Assists the team with escalated customer concerns or resident relations responsibilities as needed.
   

Education:

• High School Diploma.

Experience:

• Minimum 4 years customer service experience; assistant manager or project manager experience preferred.

Authority:

• Work is closely supervised, however, the individual must be able to utilize strong business judgment and be confident in communicating in challenging situations   Work is reviewed for good use of judgment as well as overall quantity, quality and efficiency.

Other:

• Valid driver’s license; valid vehicle insurance.
• This role requires the regular and frequent operation of a vehicle, as defined in the Company's MVR policy, and is part of the essential duties of this position.
• Ability to communicate clearly and effectively in English, both verbally and in writing.
• Multilingual ability a plus.
• Ability to work evenings, weekends and holidays.
• Regular, consistent and timely attendance required.
• Occasional travel required.