Customer Care Associate - CMS ($28.22)

Irvine Company; Irvine (CA); On-site; USD 53,000 - 67,000; Full time

Benefits offered by this job

Paid time off

401(k) matching

Health benefits

Job summary

Irvine Company Apartment Communities is seeking a Customer Care Representative to resolve high-level resident escalations and support responses to reviews across the Apartments Division, helping protect the company’s reputation through timely, professional communication.

The role handles inbound requests by phone, email, and web forms, collaborates with Community Management and cross-functional teams, and analyzes trends to drive process improvements and risk mitigation.

Qualifications

• 2+ years of relevant work experience.
• Experience handling resident escalations and reputation management.
• CRM and property management software experience (Salesforce, OneSite) preferred.

Responsibilities

• Handle resident requests by phone, email, and online forms, ensuring end-to-end resolution.
• Collaborate with Community Management and cross-functional teams to resolve issues across the portfolio.
• Manage BBB complaints and respond to resident reviews to support reputation management.
• Identify trends in resident issues and share insights with leadership to drive process improvements.

Skills

Communication

Multilingual

Education

High School Diploma or GED

Tools

Salesforce

OneSite

Job description

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Division: Apartments - Corporate (Apt Corp)

Position Summary:

The Customer Care Representative is responsible for resolving high-level resident escalations and supporting customer review responses across the Apartments Division, helping to enhance the customer experience and protect the company’s reputation through timely, professional communication.

• Handle incoming requests from residents by phone, e-mail, and on-line web forms. Ensure end-to-end resolution through diligent follow-up and time bound communication between all parties.
• Collaborate with Community Management and cross-functional teams to resolve diverse and complex resident concerns across the entire apartment portfolio.
• Manage all Better Business Bureau (BBB) complaints by facilitating responses to resident feedback.
• Respond to customer reviews across multiple social media platforms to support the company's reputation management process.
• Identify trends in resident issues and elevate insights to leadership to support process improvement and risk mitigation.

Additional Skills:

• Working knowledge of Customer Relationship Management (CRM) and Property Management Software applications such as Salesforce and OneSite preferred.
• Excellent written and oral communication and interpersonal skills.
• Multilingual ability is a plus.

Preferred Education:

• High School Diploma or GED (or equivalent experience)

Preferred Years of Relevant Work Experience:

• 2+ years

Compensation:

Base Pay Range:$25.48 -$32.07

Actual placement within this range may vary based upon, but not limited to, relevant experience, time in role, base salary of internal peers, prior performance, business sector, and geographic location.

The Company also offers competitive benefits for full time employees including paid time off, matching 401(k), and health benefits.

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.