Manager, Resident Relations ($28.32)
Location
Newport Beach, CA | United States
Job description
Position Summary:
The Resident Relations Manager will act as the primary point of contact for all resident related inquiries, concerns and communication related to construction projects, heavy reinvestment, water intrusion, remediation, litigation and all other projects that require inconvenience, work and relocation within residents homes.
Job Duties:
- Promotes positive, proactive customer interactions to make their Irvine Company experience of the highest quality.
- Acts as a liaison between residents, contractors and the onsite team; ensures timely and proactive communication with all residents i.e. scope of work in and around their home, anticipated completion, hotels stays as well as negotiating to reach settlement to lower litigation concerns.
- Collaborates with legal, risk management, remediation team, vendors, maintenance, project management and community/general manager to facilitate all required work and mitigate exposure and risk.
- Conducts unit interior walks to assess resident claims, status updates as work is in progress and pre-walks once work is completed.
- Completes all STARS reports and works with risk management to provide all necessary documentation.
- Provides exceptional customer service and empathy to residents; work with marketing to ensure consistent communication is distributed to residents providing progress updates and upcoming project timelines.
- Works with social media team to manage all negatively impacted social media sites as a result of resident dissatisfaction from projects within their home or community.
- Assists the team with escalated customer concerns or resident relations responsibilities as needed.
Minimum Qualifications / Other Expectations:
Education:
Experience:
- Minimum 4 years customer service experience; assistant manager or project manager experience preferred.
Authority:
- Work is closely supervised, however, the individual must be able to utilize strong business judgment and be confident in communicating in challenging situations Work is reviewed for good use of judgment as well as overall quantity, quality and efficiency.
Other:
- Valid driver’s license; valid vehicle insurance.
- This role requires the regular and frequent operation of a vehicle, as defined in the Company's MVR policy, and is part of the essential duties of this position.
- Ability to communicate clearly and effectively in English, both verbally and in writing.
- Multilingual ability a plus.
- Ability to work evenings, weekends and holidays.
- Regular, consistent and timely attendance required.
- Occasional travel required.
Compensation:
Base Pay Start Rate: $28.32
The Company also offers competitive benefits for full time employees including paid time off, matching 401(k), and health benefits.
About Us:
Irvine Company Apartment Communities (a division of Irvine Company) offers a portfolio of more than 125 resort-style apartment communities in coastal California’s most desirable locations: San Diego, Orange County, West Los Angeles and Silicon Valley.
With world-class amenities, resort-like surroundings and an unparalleled commitment to customer service, Irvine Company Apartment Communities redefines the rental-living experience.
We take as much pride in our employee community as we do the communities we create. It’s an environment populated with talented and experienced people, a collaborative spirit and abundant opportunities.
Apply today to join our employee community, and learn more about Irvine Company , our legacy and our guiding principles .
The Irvine Company is committed to providing equal opportunity in all of our employment practices, including selection, hiring, promotion, transfer, compensation, termination, and training, without regard to race, religion, color, sex, sexual orientation, gender, gender identity, national origin, ancestry, citizenship status, marital status, pregnancy, age, medical condition, genetic information, military and veteran status, disability, or any other basis protected by federal, state, and local law. Reasonable accommodation is available for qualified individuals with disabilities, upon request.
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