Community Relations Manager Job at EPT SPE LLC in Sierra Madre

Overview

City: Pasadena, State: California. Job Location: LAX 516 The Stuart at Sierra Madre. Position Type: Regular. 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.
Responsibilities

Oversee and support a team responsible for managing resident communications and inquiries through the CRM system.
Facilitate seamless move‑in and move‑out experiences, including processing paperwork and conducting identification checks, while addressing resident questions in‑person and virtually.
Promote a high standard of customer service by coaching the team to resolve resident concerns promptly and professionally, stepping in to address escalations when necessary.
Oversee the team’s handling of portfolio tasks and calls through Funnel, ensuring timely responses, compliance with company standards, and adherence to metrics.
Maintain a deep understanding of the assigned community portfolio and guide the team on property‑specific features and operations.
Collaborate with the Community Management Team to enhance operations and achieve customer satisfaction goals.
Ensure proper handling of confidential resident and property information, maintaining professionalism and discretion.
Oversee team participation in occasional resident events, ensuring coordination and successful execution.
Manage and delegate occasional notice posting across the property portfolio.
Assign and oversee special projects that support community operations and resident satisfaction.
Delegate workload effectively among community relations representatives to maintain productivity and service quality.
Monitor office expenses, ensuring they remain within budget and cost‑effective.
Manage personnel throughout their employment lifecycle, including career planning, development, accountability, performance management, and recognition.
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.
Qualifications

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 a staff of two or more associates.
Ability to work within budgeted guidelines.
Strong written, verbal, and English language skills.
Comfortable using personal smart devices for property‑operations and communication apps.
Strong organizational and time‑management skills to handle multiple responsibilities.
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 managing relationships with internal and external stakeholders, including Accounting, Legal, and other departments.
Maintain compliance with all applicable laws, including Fair Housing, Landlord‑Tenant, Local Building Codes, OSHA, and EEOC.
Exemplary 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 requiring extended periods at a desk or workstation, with occasional need to deliver resident notices.
May involve walking and use of stairs for prolonged periods.
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, and community visits.
What You Will Bring to the Table

Provide formal supervision to associates within a single operational area.
Recommend staff recruitment, selection, promotion, advancement, corrective action, and termination.
Plan and monitor appropriate staffing levels and labor utilization, including overtime.
Prepare and deliver performance appraisals for staff.
Mentor and coach team members to further develop competencies.
Lead by example and model behaviors consistent with Essex’s values.
Respond effectively to sensitive issues.
Write reports and make persuasive presentations to employees and clients.
Analyze and interpret documents with intermediate analytical and quantitative skills.
Make decisions based on thorough understanding of procedures, company policies, and business practices to achieve results and deadlines.
Set work unit and/or project deadlines.
Meet all job requirements and assignments.
Benefits

All full‑time regular associates are offered competitive salaries, experience career growth, and are eligible for a benefits package that includes medical, dental, vision, paid parental leave, a 401(k) employer match, excellence rewards, wellness programs, and more. Employees have 12 paid holidays and 15 days of PTO. Most positions are eligible for a housing discount of 20%. New hires generally start between $83,000.00 and $102,000.00 per year. This role is also eligible to participate in Essex’s discretionary annual bonus program and offers flexible benefits such as wellness programs and housing discounts.

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