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Customer Care Specialist

Irvine, CA  92602

About this job



The Customer Care Specialist is responsible for responding to customer inquiries specifically related to resident concerns and to the resident portal. The role of the Customer Care Specialist is to be an outlet for onsite residents who are frustrated by or need assistance regarding their onsite Essex experience or response, and to escalate resident issues to the next level in Operations.  Essential job functions include the following: 

  • Respond to resident and onsite associate calls and emails in a timely manner
  • Escalate resident issues to the appropriate level in Operations
  • Escalate high risk issues to the appropriate personnel in the organization
  • Liaise with Communications Manager and Social Media/Reputation management, to provide business and resident insights
  • Keep accurate, detailed record of customer interaction in Yardi memos and in the Customer Care log
  • Manage the effectiveness, use and reporting capabilities of the Customer Care module in Yardi 7s
  • Oversee all Resident Portal training needs and job support for new and existing hires
  • Generate the monthly Customer Care report and share business  insights
  • Develop a strong understanding of Multi-Family regulations, as well as Essex best practices, policies, and procedures
  • Other duties and special projects as assigned by supervisor


A valid driver’s license and current automobile insurance is required.


  • Bachelor's Degree
  • 3+ years in a customer support or customer facing  role
  • Multi-family  experience  a plus
  • Exceptional customer service skills
  • Excellent verbal and written communications skills
  • Attention to detail and impeccable follow through
  • Comfortable with public speaking
  • Strong analytical and organizational skills
  • Deep experience in Microsoft  Word, Excel, PowerPoint  and Outlook
  • Must be able to function effectively in a fast-paced environment
  • Positive, personable,  outgoing individual,  able to  exhibit empathy  while remaining professional
  • Team player and collaborator,  with a belief in the importance  of transparency  and  communication
  • Strong can-do attitude. Ability to pivot as needed
  • Takes ownership and initiative to resolve issues
  • Desire for growth and development
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