Community Relations Manager

Community Relations Manager

The Community Relations Manager is responsible for delivering an exceptional resident experience throughout their journey at Essex. This role manages a team of community relations representatives who serve as the primary point of contact for residents. The position 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.

WHAT YOU WILL DO:

• Oversee and support a team responsible for managing resident communications and inquiries through the CRM system.
• Ensure the team facilitates seamless move-in and move-out experiences, including processing paperwork, conducting identification checks, and addressing resident questions both in-person and virtually.
• Promote a high standard of customer service by coaching the team to address resident concerns promptly and professionally, stepping in to resolve issues when escalation is necessary.
• Oversee the team's handling of portfolio tasks and calls through Funnel, ensuring timely responses and compliance with company standards and metrics, while providing support as needed.
• Maintain a deep understanding of the assigned community portfolio and provide guidance to the team on property-specific features and operations.
• Collaborate with the Community Management Team to enhance operations and achieve customer satisfaction goals.
• Ensure the proper handling of confidential resident and property information by the team, maintaining professionalism and discretion.
• Oversee team participation in occasional resident events, ensuring successful coordination and execution.
• Manage and delegate occasional notice posting across the property portfolio.
• Assign and oversee special projects to support community operations and resident satisfaction.
• Delegate workload effectively among community relations representatives to maintain productivity and service quality.
• Monitors office expenses, ensuring that expenses are within budget and cost effective.
• Manage personnel throughout their employment lifecycle that includes career planning and development, accountability and performance management, and recognition.
• Oversee and execute additional duties and special projects as assigned to support community operations and enhance resident satisfaction.
• Ensure team compliance with company policies, Fair Housing laws, Landlord-Tenant regulations, and OSHA standards.

WHAT YOU WILL NEED:

• High school diploma or equivalent required, college degree preferred.
• 2+ years of property management experience with 1-2+ years of supervisory experience.
• Commitment to providing exceptional customer service and a desire to help people.
• Proven ability to supervise staff of two or more associates.
• Ability to work within budgeted guidelines.
• Ability to read, write, speak, and understand English.
• Ability to utilize a personal smart device for apps related to property operations and communication.
• Strong organizational and time management skills to handle multiple responsibilities effectively.
• Ability to work independently and collaboratively in a centralized hub environment.
• Proficiency with Microsoft Office Suite and property management or CRM software.
• Must work on-site in the office five days per week.

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 material.
• Regular, consistent, and timely attendance required.
• Work is primarily conducted in an office setting. Requires sitting at a desk or workstation for extended periods, with 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 required for occasional meetings, training, community visits.

WHAT YOU WILL BRING TO THE TABLE:

• Provides formal supervision to associates within a single functional or operational area. Recommends staff recruitment, selection, promotion, advancement, corrective action, and termination. Plans and monitors appropriate staffing levels and utilization of labor, including overtime. Prepares and delivers performance appraisals for staff.
• Mentors and coaches team members to further develop competencies. Leads by example and models behaviors that are consistent with Essex's values.
• Ability to respond effectively to sensitive issues. Ability to write reports. Ability to make effective and persuasive presentations to employees and clients.
• Ability to comprehend, analyze, and interpret documents. Ability to solve problems involving several options in situations. Requires intermediate analytical and quantitative skills.
• Decisions made with thorough understanding of procedures, company policies, and business practices to achieve general results and deadlines. Responsible for setting work unit and/or project deadlines.
• Ability to meet all job requirements and assignments.