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Community Relations Representative

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Date: Mar 27, 2019

Location: San Jose, CA, US, 95134

Company: The Irvine Company

Position Summary:

Promote positive, proactive resident relations by working to make the rental living experience of the highest quality, and serving as the first point of contact for all resident interactions on site.  Act in a sales capacity by retaining customers and renewing leases.


Assist with all inquiries including move-in process, resident requests, follow-up, administration, renewal process, move-out process, resident events, resident transfers.


Job Duties:

  • Provide the highest level of customer service at all times
  • Responsible for achieving resident renewal sales goals by demonstrating the value in our communities in a competitive market
  • Perform resident retention calls and evaluate the needs of our customers while communicating the benefits of our properties
  • Ensure that all relative information regarding resident issues, requests and complaints  are accurately noted in OneSite
  • Serve as a resource for management in the development and communication of improved/better and more efficient resident relations
  • Assist residents with the move in process as needed
  • Understand and facilitate retention process which includes renewal paperwork 
  • Educate residents on ICAC procedures
  • Maintain optimum financial levels of performance by demonstrating the value in our community to residents
  • Successfully tour and lease apartments when needed
  • Process resident applications, lease documents and related paperwork as needed
  • Ability to solve simple to complex resident relation issues in a timely manner
  • Support the marketing functions by recording accurate data on prospects and residents
  • Perform community inspections to ensure aesthetics are maintained to Company expectations
  • Maintain filing, communications and record keeping in accordance with Company policies and procedures
  • Partner with all departments and vendors to ensure business continuity
  • Track NPS and Yelp scores daily to improve the customer experience and maintain awareness of community reputation
  • Participate in community customer experience events as well as resident programs and activities in order to provide a sense of community
  • Perform additional duties as assigned or requested

Minimum Qualifications:

  • High school diploma from an accredited institution
  • Bachelor’s Degree highly preferred
  • Minimum one-year experience in a customer service and sales environment 
  • Experience in onsite apartment leasing and administration or hospitality preferred
  • Superior customer service skills and a desire to help people
  • Ability to handle basic accounting principles and concepts
  • Ability to handle resident concerns or complaints
  • Excellent written and oral communication and interpersonal skills
  • Sound practical judgment of priorities
  • Ability to use MS Office and Google Apps
  • Understand, apply and comply with all company policies and procedures
  • Ability to work weekends & holidays
  • Ability to pass a Motor Vehicle Check

About Us:
Irvine Company Apartment Communities (a division of Irvine Company) offers a portfolio of more than 125 resort-style apartment communities in coastal California’s most desirable locations: San Diego, Orange County, West Los Angeles and Silicon Valley.

With world-class amenities, resort-like surroundings and an unparalleled commitment to customer service, Irvine Company Apartment Communities redefines the rental-living experience.

We take as much pride in our employee community as we do the communities we create. It’s an environment populated with talented and experienced people, a collaborative spirit and abundant opportunities.

Apply today to join our employee community, and learn more about Irvine Company, our legacy and our guiding principles.

The Irvine Company is committed to providing equal opportunity in all of our employment practices, including selection, hiring, promotion, transfer, compensation, termination, and training, without regard to race, religion, color, sex, sexual orientation, gender, gender identity, national origin, ancestry, citizenship status, marital status, pregnancy, age, medical condition, genetic information, military and veteran status, disability, or any other basis protected by federal, state, and local law. Reasonable accommodation is available for qualified individuals with disabilities, upon request.

Nearest Major Market: San Jose
Nearest Secondary Market: Palo Alto

Job Segment: Customer Service Representative, Customer Service

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