Position Summary:

Serves as the first point of contact for all resident interactions on site. Assists with all inquiries including move-in process, resident requests, customer follow-up, renewal process, move-out process, resident transfers, and evictions.

Job Duties:

• Promotes positive, proactive customer interactions to make their Irvine Company experience of the highest quality.
• Solves simple to complex resident relations issues in a timely manner.
• Assists residents with the move-in and move-out process as needed.
• Performs resident retention calls according to guidelines currently in place.
• Ensures that all relevant information regarding resident concerns and requests are accurately recorded in OneSite.
• Provides input regarding how to continually improve and provide more efficient resident relations.
• Facilitates the resident retention process which includes renewal paperwork.
• Assists with achieving financial goals through closing on renewals and transfers, participating in leasing. goals and communicating the value of our communities.
• Process resident applications, lease documents and related paperwork as needed.
• Performs community inspections to ensure aesthetics are maintained to company expectations.
• Monitors NPS and Yelp scores daily to improve the customer experience and maintain awareness of community reputation. Follow up with unresolved resident concerns in surveys or reviews as needed.
• Completes and submits final account statements (FAS).
• Manages the eviction process from beginning to end.
• Participates in performance leasing consultant responsibilities as needed (leasing, tours, etc.)

Variances in responsibilities may exist by community type:

Larger Communities:

• Focus may be on a specific responsibility and then rotated regularly.
• May be required to train new hires.

Minimum Qualifications / Other Expectations:

• High School Diploma or equivalent work experience
• One year experience in customer service environment preferred
• Superior customer service skills and a desire to help people
• Ability to handle basic accounting principles and concepts
• Excellent written and oral communication and interpersonal skills
• Schedule may require work on weekends, holidays and evenings
• Regular, consistent and timely attendance required