Sr. Community Relations Rep. - 1,000+ ($24.28 - $30.10)

Position Summary:

Supports the Community Manager and Assistant Manager with on-site operations of a single community, multiple communities, or neighborhood with a total unit count of 1,000, or more (“operating unit”). Serves as the first or second point of contact for resident interactions on-site. Trains and mentors new team members. Assists with all inquiries including resident requests, move-in/outs, transfers, renewals, evictions and other resident-related items. Supports the Assistant Manager with managing communication and follow-up including social media interactions, project updates, incident reports, and escalations.
 

Job Duties:

• Leads the training, onboarding, and development of new team members. 
• Supports the Assistant Manager and Community Manager with scheduling and resident communication for projects, filing incident reports, handling escalated concerns, and PO creation for basic services
• Coordinates and streamlines processes related to resident services, ensuring compliance with company policies and regulations.
• Handles communication for ongoing construction projects, acting as a liaison between residents and RSO. Assists with drafting and distributing resident communications regarding construction updates.
• 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.
• 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.
• Positively contributes to the financial performance of the operating unit.
• Monitors and communicates key Notice to Vacate findings and follows up on customer satisfaction surveys and social media posts as needed.
• 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.
   

Minimum Qualifications / Other Expectations:

Preferred Education:    

• High School Diploma or equivalent work experience.

Experience:    

• One year experience in a similar role, including knowledge of Fair Housing laws.        

Other:

• Excellent customer service skills.
• General business acumen with the ability to handle basic accounting principles and concepts.
• Excellent written and oral communication, interpersonal skills, and time management skills.
• Valid California driver’s license; Maintain continuous vehicle liability insurance as required by state law. (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.
• Proficient in computer skills and with software such as Google Calendar, Sheets, and Docs.