Resident Relations Representative

Job description

City San Francisco State California Job Location SFO 495 500 Folsom Position Type Regular The Resident Relations Representative plays a vital role in fostering a welcoming and engaging community experience. As the primary point of contact for residents, this role is responsible for maintaining positive resident relations, facilitating service requests, and ensuring seamless communication. 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. This role reports to the Community Manager or General Manager. WHAT YOU WILL DO 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. WHAT YOU WILL NEED 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. All full-time regular associates are offered competitive salaries, experience career growth, and are eligible for benefit packages that include medical, dental, vision, paid parental leave, 401k employer match, excellence rewards, wellness programs, and much more. With our 12 paid holidays and 15 PTO days, work/life balance is a priority! Additionally, most positions are eligible for a housing discount of 20%. Essex provides great communities in which to live, work and invest. We are a purpose-driven company, and we pride ourselves on promoting an internal culture of growth and opportunity by engaging, enabling, and empowering our teams. Working at Essex is not a destination. It is a journey where you can confidently build your career. 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.