Community Relations Representative

Location: City of Valencia, State of California (LAX 395 The Fairways at Westridge). Regular, in-person position.

About the Role

The Community Relations Representative plays a vital role in delivering an exceptional experience throughout the customer life cycle. As the primary point of contact for residents, this role focuses on fostering positive relationships, managing communication, ensuring smooth move-in and move-out processes, and supporting community management operations with a high level of customer service and professionalism. Work is primarily conducted in person in an assigned Essex office to communicate with residents and prospective residents, relying on virtual communication when necessary.

Responsibilities

• Serve as the primary in-person contact for residents.
• Manage all communications and inquiries via the customer relationship management (CRM) system.
• Facilitate seamless move-in and move-out experiences, including handling necessary paperwork, conducting in-person identification checks, and addressing resident questions both in-person and virtually (if necessary). Available by appointment and drop-in.
• Promote excellent resident experience by addressing questions and concerns promptly and professionally, both in-person and virtually (if necessary). Available by appointment and drop-in.
• Manage and respond to portfolio tasks and calls through Funnel, meeting required response times and company standards.
• Maintain in-depth knowledge of the assigned community portfolio, including property-specific features and operations.
• Collaborate with the Community Management Team to support community operations and meet and maintain customer satisfaction targets. Primarily conducted in person, except where team members are not present in the same facility.
• Assist in organizing and participating in occasional resident events across the property portfolio.
• Handle confidential resident and property information with discretion and professionalism.
• Perform occasional notice posting across the property portfolio.
• Perform other duties and special projects assigned to support community operations and resident satisfaction.
• Ensure compliance with company policies, procedures, and relevant laws, such as Fair Housing, Landlord-Tenant regulations, and OSHA standards.
• Regular, consistent, and timely in-person attendance.

Requirements

• High school diploma or equivalent required; college degree preferred.
• One year of experience in a customer service environment preferred.
• Commitment to providing exceptional customer service and a desire to help people.
• Strong organizational and time management skills to handle multiple responsibilities effectively.
• Ability to work independently and collaboratively in a centralized, high-volume hub environment.
• Must work on-site in the office five days per week.
• Proficiency with Microsoft Office Suite and familiarity with property management or CRM software.
• Ability to read, write, speak, and understand English.
• Capability to utilize a personal smart device for apps related to property operations and communication.
• Excellent verbal and written communication skills; ability to create, compose, and edit written materials.
• Regular, consistent, and timely attendance required.
• Five-day workweek that will likely include weekend coverage.
• Work is primarily performed at an Essex office location, involving extended periods of sitting at a desk or workstation, with occasional need to deliver resident notices (may involve walking and use of stairs for prolonged periods).
• Involves the use of standard office equipment such as computers, phones, and printers.
• Availability to work a flexible schedule, including weekends.
• Travel required for occasional meetings, training, and community visits.

Skills

• Ability to collaborate with coworkers in person and virtually to achieve customer goals.
• Ability to comprehend, analyze, and interpret documents.
• Problem-solving skills involving several options in situations; decisions made with thorough understanding of procedures, company policies, and business practices to achieve general results and deadlines.
• Highly organized with demonstrated project management skills.
• Ability to exercise initiative.
• Ability to meet all job requirements and assignments.

Benefits

• Competitive salaries and career growth opportunities.
• Medical, dental, and vision coverage.
• Paid parental leave.
• 401k employer match.
• Excellence rewards and wellness programs.
• 12 paid holidays and 15 PTO days.
• Housing discount of 20% (eligible for most positions).

Pay

New hires generally start between $24.50 - $29.09 per hour. The final salary offer will be determined after reviewing relevant factors, including but not limited to skill sets, relevant experience, and internal equity. This role is also eligible to participate in Essex’s discretionary Annual Bonus program.

Schedule

• Five-day workweek, likely including weekend coverage.
• Flexible schedule, including weekends.
• Regular, consistent, and timely in-person attendance required.