Resident Experience Manager - On-Site Community Relations

Essex Property Trust; Hayward (CA); On-site; USD 91,000 - 109,000; Full time

Benefits offered by this job

Medical benefits

Dental insurance

Vision plan

Paid parental leave

401k employer match

Housing discount 20%

Job summary

Essex Property Trust in Oakland, California seeks a Community Relations Manager to lead a team of community relations representatives, serving as the primary contact for residents and delivering an exceptional resident experience across their journey.

You will coach staff on customer service, manage move-in/out processes, oversee CRM communications, ensure compliance with Fair Housing and OSHA, coordinate events, and partner with the Community Management Team to drive satisfaction and

Qualifications

• 2+ years property management experience with supervisory duties.
• Strong customer service orientation and communication skills.
• Ability to work on-site five days per week and manage budgets.

Responsibilities

• Oversee and support a team responsible for resident communications and inquiries through the CRM system.
• Ensure seamless move-in and move-out experiences, including paperwork, ID checks, and resident questions in person or virtually.
• Coach the team to deliver prompt, professional service and resolve issues escalated.
• Oversee portfolio tasks and calls through Funnel, ensuring timely responses and adherence to standards.
• Maintain understanding of the community portfolio and provide guidance on property features and operations.
• Collaborate with Community Management Team to improve operations and satisfaction.
• Protect confidential resident and property information with professionalism and discretion.
• Support occasional resident events and ensure successful coordination.
• Delegate workload and supervise special projects for portfolio support.

Skills

Customer service

Staff supervision

Team leadership

Budgeting

CRM software

MS Office

Communication skills

English proficiency

Education

High school diploma

College degree preferred

Tools

CRM software

Job description

Essex Property Trust in Oakland, California seeks a Community Relations Manager to lead a team of community relations representatives, serving as the primary contact for residents and delivering an exceptional resident experience across their journey.

You will coach staff on customer service, manage move-in/out processes, oversee CRM communications, ensure compliance with Fair Housing and OSHA, coordinate events, and partner with the Community Management Team to drive satisfaction and