Community Relations Manager

Essex Property Trust, Inc.; Oakland, Northern (CA, KY); Hybrid; USD 91,000 - 109,000; Full time

Benefits offered by this job

Medical, dental, vision

Paid parental leave

401k employer match

Excellence rewards

Wellness programs

Job summary

Essex Property Trust, Inc. seeks a facilities-focused community relations supervisor to lead a team handling resident communications via CRM, coordinating move-ins/outs and ensuring service quality. The role emphasizes coaching staff, budget awareness, and adherence to regulations in a on-site office.

Candidates should have 2+ years in property management with supervisory experience, strong customer service skills, and proficiency in Microsoft Office and CRM software.

Qualifications

• Must have high school diploma or equivalent; college degree preferred.
• 2+ years of property management experience with 1-2+ years supervisory experience.
• Commitment to exceptional customer service and helping people.
• Proven ability to supervise staff of two or more associates.
• Ability to work within budgeted guidelines.
• Strong English reading/writing skills and clear communication.
• Proficiency with Microsoft Office and property management/CRM software.

Responsibilities

• Oversee a team responsible for resident communications and inquiries through the CRM system.
• Ensure smooth move-in/move-out processes including paperwork and ident checks.
• Coach the team to address resident concerns promptly and professionally.
• Oversee portfolio tasks and calls through Funnel with compliance to standards.
• Maintain knowledge of community portfolio and guide team on property features.
• Collaborate with Community Management Team to improve operations and satisfaction.
• Ensure confidentiality of resident and property information.
• Oversee resident events coordination and notice postings.
• Delegate workload and manage special projects to support operations.
• Monitor office expenses within budget and pursue cost effectiveness.
• Manage personnel lifecycle including development, accountability and recognition.
• Ensure compliance with policies, Fair Housing, L-T, OSHA.

Skills

Customer service

Leadership

Organization

Communication

Team supervision

Problem solving

Education

High school diploma or equivalent

College degree preferred

Tools

Microsoft Office Suite

CRM software

Property management software

Job description

City Oakland State California Job Location SFO 444 Artizan Position Type Regular

WHAT YOU WILL DO:

• Oversee and support a team responsible for managing resident communications and inquiries through the CRM system.
• Ensure the team facilitates seamless move-in and move-out experiences, including processing paperwork, conducting identification checks, and addressing resident questions both in-person and virtually.
• Promote a high standard of customer service by coaching the team to address resident concerns promptly and professionally, stepping in to resolve issues when escalation is necessary.
• Oversee the team's handling of portfolio tasks and calls through Funnel, ensuring timely responses and compliance with company standards and metrics, while providing support as needed.
• Maintain a deep understanding of the assigned community portfolio and provide guidance to the team on property-specific features and operations.
• Collaborate with the Community Management Team to enhance operations and achieve customer satisfaction goals.
• Ensure the proper handling of confidential resident and property information by the team, maintaining professionalism and discretion.
• Oversee team participation in occasional resident events, ensuring successful coordination and execution.
• Manage and delegate occasional notice posting across the property portfolio.
• Assign and oversee special projects to support community operations and resident satisfaction.
• Delegate workload effectively among community relations representatives to maintain productivity and service quality.
• Monitors office expenses, ensuring that expenses are within budget and cost effective.
• Manage personnel throughout their employment lifecycle that includes career planning and development, accountability and performance management, and recognition.
• Oversee and execute additional duties and special projects as assigned to support community operations and enhance resident satisfaction.
• Ensure team compliance with company policies, Fair Housing laws, Landlord-Tenant regulations, and OSHA standards.

WHAT YOU WILL NEED:

• High school diploma or equivalent required, college degree preferred.
• 2+ years of property management experience with 1-2+ years of supervisory experience.
• Commitment to providing exceptional customer service and a desire to help people.
• Proven ability to supervise staff of two or more associates.
• Ability to work within budgeted guidelines.
• Ability to read, write, speak, and understand English.
• Ability to utilize a personal smart device for apps related to property operations and communication.
• Strong organizational and time management skills to handle multiple responsibilities effectively.
• Ability to work independently and collaboratively in a centralized hub environment.
• Proficiency with Microsoft Office Suite and property management or CRM software.
• Must work on-site in the office five days per week.

WHAT THE JOB REQUIRES:

• Maintain alignment with Essex policies and procedures while effectively managing relationships with internal and external stakeholders, including Accounting, Legal, and other departments within Essex.
• Maintain compliance with all applicable laws, e.g., Fair Housing, Landlord Tenant, Local Building Codes, OSHA, and EEOC.
• Excellent verbal and written communication skills.
• Ability to create, compose, and edit written material.
• Regular, consistent, and timely attendance required.
• Work is primarily conducted in an office setting.
• Requires sitting at a desk or workstation for extended periods, with occasional need to deliver resident notices.
• This may involve walking and use of stairs for prolonged periods of time.
• Involves the use of standard office equipment such as computers, phones, and printers.
• Availability to work a flexible schedule, including weekends.
• Travel required for occasional meetings, training, community visits.

WHAT YOU WILL BRING TO THE TABLE:

• Provides formal supervision to associates within a single functional or operational area.
• Recommends staff recruitment, selection, promotion, advancement, corrective action, and termination.
• Plans and monitors appropriate staffing levels and utilization of labor, including overtime.
• Prepares and delivers performance appraisals for staff.
• Mentors and coaches team members to further develop competencies.
• Leads by example and models behaviors that are consistent with Essex’s values.
• Ability to respond effectively to sensitive issues.
• Ability to write reports.
• Ability to make effective and persuasive presentations to employees and clients.
• Ability to comprehend, analyze, and interpret documents.
• Ability to solve problems involving several options in situations.
• Requires intermediate analytical and quantitative skills.
• Decisions made with thorough understanding of procedures, company policies, and business practices to achieve general results and deadlines.
• Responsible for setting work unit and/or project deadlines.
• Ability to meet all job requirements and assignments.

#LI-Onsite

All full-time regular associates are offered competitive salaries, experience career growth, and are eligible for benefit packages that include medical, dental, vision, paid parental leave, 401k employer match, excellence rewards, wellness programs, and much more.

All full-time regular associates are offered competitive salaries, experience career growth, and are eligible for benefit packages that include medical, dental, vision, paid parental leave, 401k employer match, excellence rewards, wellness programs, and much more.

With our 12 paid holidays and 15 PTO days, work/life balance is a priority!

Additionally, most positions are eligible for a housing discount of 20%.

Essex provides great communities in which to live, work and invest.

We are a purpose-driven company, and we pride ourselves on promoting an internal culture of growth and opportunity by engaging, enabling, and empowering our teams.

Working at Essex is not a destination. It is a journey where you can confidently build your career.

New hires generally start between $91,000.00 - $109,000.00 per year. The final salary offer will be determined after reviewing relevant factors, including but not limited to skill sets; relevant experience; internal equity; and other business and organizational needs.

This role is also eligible to participate in Essex’s discretionary Annual Bonus program that is commensurate with the level of the position.

Come build a career with us!

Essex Property Trust is an S&P 500 company and a proven leader in West Coast apartments. We are committed to the vibrant communities in which we operate, and we continually push to innovate, improve, and add value to the lives of our residents, associates, and shareholders.

At Essex, we believe a company focused on diversity, equity, and inclusion (DEI) is the key driver of innovation and collaboration.

We offer competitive benefits, opportunities to grow your career, and a positive workplace environment in which every employee is empowered to provide a meaningful contribution to our Company’s mission.