Community Relations Representative

Jobs2Web; San Jose (CA); On-site; USD 42,000 - 62,000; Full time

Job summary

Irvine Company Apartment Communities in California seeks a on-site Resident Relations Associate to deliver exceptional service to residents and support leasing activities.

You will handle move-ins/outs, renewals, and inquiries, recording feedback in OneSite, monitoring ratings, and assisting with leasing tasks. The role emphasizes strong communication, reliability, and coordination across teams, with weekend/evening shifts as needed.

Qualifications

• High School Diploma or equivalent.
• 1 year experience in customer service preferred.
• Superior written and oral communication skills.
• Ability to handle basic accounting principles and concepts

Responsibilities

• Promotes positive, proactive customer interactions to deliver a high-quality Irvine Company experience.
• Resolves simple to complex resident relations issues in a timely manner.
• Assists residents with move-in and move-out processes as needed.
• Performs resident retention calls according to guidelines.
• Ensures that all relevant information regarding resident concerns is recorded in OneSite.
• Provides input on improving resident relations and efficiency.
• Facilitates the renewal and transfer processes, including paperwork.
• Assists with leasing goals and communicates the value of our communities.
• Processes resident applications and lease documents as needed.
• Performs community inspections to maintain aesthetics as per policy.
• Monitors NPS and Yelp scores daily and follows up on reviews.
• Completes final account statements (FAS).
• Manages the eviction process from start to finish.
• Participates in performance leasing consultant responsibilities as needed.

Skills

Customer service

Communication

Interpersonal skills

Basic accounting

Education

High School Diploma

Job description

Select how often (in days) to receive an alert:

Serves as the first point of contact for all resident interactions on site. Assists with all inquiries including move-in process, resident requests, customer follow-up, renewal process, move-out process, resident transfers, and evictions.

Job Duties:

• Promotes positive, proactive customer interactions to make their Irvine Company experience of the highest quality.
• Solves simple to complex resident relations issues in a timely manner.
• Assists residents with the move-in and move-out process as needed.
• Performs resident retention calls according to guidelines currently in place.
• Ensures that all relevant information regarding resident concerns and requests are accurately recorded in OneSite.
• Provides input regarding how to continually improve and provide more efficient resident relations.
• Facilitates the resident retention process which includes renewal paperwork.
• Assists with achieving financial goals through closing on renewals and transfers, participating in leasing. goals and communicating the value of our communities.
• Process resident applications, lease documents and related paperwork as needed.
• Performs community inspections to ensure aesthetics are maintained to company expectations.
• Monitors NPS and Yelp scores daily to improve the customer experience and maintain awareness of community reputation. Follow up with unresolved resident concerns in surveys or reviews as needed.
• Completes and submits final account statements (FAS).
• Manages the eviction process from beginning to end.
• Participates in performance leasing consultant responsibilities as needed (leasing, tours, etc.)

Variances in responsibilities may exist by community type.Larger Communities:

• Focus may be on a specific responsibility and then rotated regularly.
• May be required to train new hires.

Minimum Qualifications / Other Expectations:

• High School Diploma or equivalent work experience
• One year experience in customer service environment preferred
• Superior customer service skills and a desire to help people
• Ability to handle basic accounting principles and concepts
• Excellent written and oral communication and interpersonal skills
• Schedule may require work on weekends, holidays and evenings
• Regular, consistent and timely attendance required

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.

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.