Resident Care & Escalations Specialist

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

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.