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Manager, Resident Relations

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Date: Jan 16, 2019

Location: San Jose, CA, US, 91325

Company: The Irvine Company

Position Summary:

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.

Job Duties:

  1. Acts as a liaison between residents, contractors and the onsite team.
  2. Collaborates with Legal (inside and outside), Risk Management, Remediation Team, vendors, Maintenance, Project Management and Community/General Manager to facilitate all required work and mitigate exposure and risk for the organization.
  3. Ensure timely and proactive communication with all residents surrounding scope of work in and around  their home, anticipated timely completion, hotel stays and per diem, as well as negotiating to reach settlement to lower litigation concerns as needed.
  4. Ensure follow up occurs, closing the customer feedback loop in a timely manner.
  5. Establish effective quality assurance measures to ensure residents homes and vacant units requiring work are returned back to onsite team meeting ICAC turn standards.
  6. Maintains a clear understanding of the scope of work.
  7. Provide exceptional customer service and empathy to residents as they deal with the inconvenience, relocation and/or work within their homes.
  8. Work with the Social Media team to manage all negatively impacted social media sites as a result of resident dissatisfaction from projects within their home or in the community.
  9. Work with Marketing to ensure consistent communication is distributed to residents providing progress updates and upcoming project timelines.
  10. Protect the company's' best interest with regard to external communication and privileged information.
  11. Conduct unit interior walks to assess resident claims, status updates as work is in progress and pre-walk once work is completed prior to the unit being turned back to either resident or Leasing to rent.
  12. Communicate regularly and concisely with CM/GM, Service Manager, Maintenance Coordinator and Leasing Manager on status updates for all units that are in active remediation/reinvestment, scheduled/planned and completed, ready for turnover to onsite team.
  13. Complete all STARS reports and work with Risk Management to provide all necessary documentation in order for Risk to fully assess each resident claim if necessary.
  14. As requested, meet with residents and remediation or construction team to resolve outstanding concerns.

Minimum Qualifications:

  • 4+ years of customer service experience
  • High School Diploma from an accredited institution
  • Minimum 4 years of customer service experience
  • Proven problem-solving skills in a fast-paced work environment
  • Experience in Project Management or working as AM or higher at communities with large scale projects preferred
  • Superior customer service skills and a desire to help people
  • Understand, apply and comply with all company policies and procedures
  • Ability to work weekends and holidays

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: Los Angeles

Job Segment: Manager, Management

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