Resident Relations Representative

About the role

This position is dedicated to a standalone property, providing high-quality service to residents and supporting the on-site management team in delivering an exceptional living environment. The Resident Relations Representative reports to the Community Manager or General Manager.

Responsibilities

• Serve as the primary resident contact, managing inquiries, service requests, and community interactions with professionalism.
• Assist residents with work order requests, track progress, and ensure timely completion.
• Facilitate seamless move-in and move-out experiences, including paperwork processing and resident support.
• Support resident retention initiatives by providing high-touch service and resolving concerns proactively.
• Address resident conflicts related to lease terms, community policies, and other concerns, escalating to management as needed.
• Maintain accurate records of resident interactions and service requests within property management systems.
• Assist with front office operations, including answering calls, scheduling appointments, and supporting leasing functions.
• Ensure compliance with company policies and applicable laws, including Fair Housing, Landlord-Tenant regulations, OSHA, and EEOC.

Requirements

• High school diploma or equivalent required; college degree preferred.
• At least one year of customer service, administrative, or office support experience.
• Commitment to providing exceptional customer service and a desire to help people.
• Strong organizational and time management skills with the ability to prioritize tasks.
• Ability to work independently while collaborating effectively with the property management team.
• Experience using Microsoft Office Suite; property management software experience preferred.
• Ability to read, write, speak, and understand English.
• Ability to use a personal smart device for property-related applications and communication.

What the job requires

• Maintain alignment with Essex policies and procedures while effectively managing relationships with internal and external stakeholders, including Accounting, Legal, and other departments within Essex.
• Maintain compliance with all applicable laws, e.g., Fair Housing, Landlord Tenant, Local Building Codes, OSHA, and EEOC.
• Excellent verbal and written communication skills. Ability to create, compose, and edit written materials.
• Regular, consistent, and timely attendance required.
• Work is conducted at an Essex property location at least 5 days per week. Requires sitting at a desk or workstation for extended periods, with the occasional need to deliver resident notices. This may involve walking and use of stairs for prolonged periods of time.
• Involves the use of standard office equipment such as computers, phones, and printers.
• Availability to work a flexible schedule, including weekends.
• Travel may be required for occasional trainings and meetings.

What you will bring to the table

• Ability to collaborate with coworkers to achieve customer goals.
• Ability to handle multiple responsibilities while maintaining a high level of attention to detail.
• A proactive approach to problem-solving and conflict resolution.
• Strong interpersonal skills to build positive relationships with residents and team members.
• A results-driven mindset with the ability to work effectively in a fast-paced environment.
• Ability to comprehend, analyze, and interpret documents.
• Decisions made with thorough understanding of procedures, company policies, and business practices to achieve general results and deadlines.
• Ability to exercise initiative.
• Ability to meet all job requirements and assignments.

Benefits

• Medical, dental, and vision insurance.
• Paid parental leave.
• 401k employer match.
• Excellence rewards and wellness programs.
• 12 paid holidays and 15 PTO days.
• Housing discount of 20% for most positions.

Pay

New hires generally start between $22.12 – $26.20 per hour. The final salary offer will be determined after reviewing relevant factors, including but not limited to skill sets; relevant experience; internal equity; and other business and organizational needs.

Commission eligible position with earning potential averaging $100 per new move-in lease, determined by monthly performance metrics.