Job Abstract

Assists the Community Manager and Assistant Manager with on-site operations of a single community, multiple communities, or neighborhood (“operating unit”). Serves as the first point of contact for resident interactions on-site. Assists with all inquiries including resident requests, move-in/outs, transfers, renewals,, , evictions and other resident-related items. Community Relations Representatives responsible for multiple communities will handle an increased level of complexity with individual and consolidated operations of varying locations and product types.

Skills required for Customer Relations Representatives include but are not limited to: time-management, effective verbal and written communication, and organization.

• Creates a well-organized, customer service-focused culture for residents, prospects, vendors, and employees; ensures that resident and corporate requests and concerns are promptly responded to and resolved; takes a proactive approach for all key customer touch points.
• Assists in the training, onboarding, and development of new team members. Contributes to a culture of excellence, good time management practices, and continuous learning. Embraces and promotes new technology; finds efficiencies by maximizing its utilization.
• Positively contributes to the financial performance of the operating unit.
• Supports the team to meet key metrics for the operating unit. Monitors and communicates key Notice to Vacate findings and follow up on customer satisfaction surveys and social media posts as needed.
• Assists with daily operations of the operating unit’s resident services office which may include sales,  processing move-in/outs, transfers, renewals, Final Account Statements, lease agreements, delinquency, and applications as needed and in accordance with Company policies and procedures.
• Timely and appropriately documents and communicates important operating unit information to management, and resident concerns, requests, and resolutions into appropriate software systems.
• Walks all communities in the operating unit and works with the team to ensure that the condition and quality meet Irvine Company standards at all times.
• Other duties as assigned.

Variances in responsibilities may exist by operating unit.
 

• High School Diploma or equivalent work experience.
• One year experience in customer service environment preferred.
• Excellent customer service skills and a desire to help people.
• General business acumen with the ability to handle basic accounting principles and concepts.
• Excellent written and oral communication and interpersonal skills.
• Valid driver’s license and vehicle insurance may be required.
• Ability to drive a motor vehicle or golf cart may be required.
• 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 handle frequent standing, sitting, walking, stooping, bending, climbing stairs and lifting objects of up to 20 pounds.
• In-town travel may be required.
• Ability to work on weekends, holidays and evenings.
• Regular, consistent and timely attendance.
• Proficient computer skills and with software such as Google Calendar, Sheets, and Docs.