Communications Associate

About the Role

Scion operates student housing communities across the country. This role sits at the intersection of resident relations, reputation management, and cross-functional communication at the corporate level. As a Communications Associate based in Scion's Chicago headquarters, you'll handle inbound contacts from residents and guarantors via phone, email, chat, and social channels—from routine questions to sensitive, high-stakes complaints requiring coordination with legal or operations leadership.

A significant portion of the work involves managing online review responses across multiple platforms, shaping how Scion's communities appear publicly to prospective residents and their families. You'll collaborate with on-site teams to build their capacity in reputation management, review strategy, and proactive resident engagement using tools like Review Harvest and Entrata.

During incidents or operational disruptions, you'll help coordinate resident communications to ensure messaging stays consistent and on-brand under pressure. You'll also track feedback patterns, flag recurring themes, and contribute to internal resources like templates, FAQs, and response guidelines. Documentation is a key part of the role, including maintaining records in a reputation tracker to inform broader strategy.

Student housing operates on a unique cycle, with guarantors (typically parents) as engaged as residents. Lease-up seasons, move-in windows, and academic calendars create predictable spikes in volume and urgency. Anticipating these pressure points and preparing communities for them adds value beyond answering tickets.

Responsibilities

• Handle inbound resident and guarantor communications across phone, email, chat, and social channels, including high-stakes complaints requiring cross-functional coordination.
• Manage online review responses to shape Scion's public reputation for prospective residents and families.
• Collaborate with on-site teams to build their reputation management and resident engagement strategies using tools like Review Harvest and Entrata.
• Coordinate resident communications during incidents or operational disruptions to maintain consistent, on-brand messaging.
• Track feedback patterns, flag recurring themes, and contribute to internal resources (templates, FAQs, response guidelines).
• Maintain documentation in a reputation tracker to inform broader communication strategy.

Requirements

• Bachelor's degree in Communications, Marketing, Hospitality, or a related field, or comparable professional experience.
• Strong written and verbal communication skills, including the ability to write clearly under pressure and adapt tone for different audiences.
• Comfort handling difficult conversations without becoming reactive or dismissive.
• Organizational discipline to manage multiple open cases, follow-up threads, and documentation tasks simultaneously.
• Proficiency in Microsoft Office; familiarity with ClickUp or Entrata is a plus.
• Ability to work independently and coordinate across teams with minimal oversight.

Pay

$58,000 to $60,000 salary range for a corporate associate-level position.

Schedule

Primarily standard business hours, with some evening and weekend coverage expected to meet resident needs. Fully in-office at Scion's Chicago headquarters.