Residential Relations Representative

At Equity Residential, we're dedicated to creating thriving communities, and we invite you to be part of our team. Embracing values like Diversity, Sustainability, and Total Wellbeing, we foster a workplace culture of authenticity and collaboration.

How We Deliver a Winning Performance

• Question Authority
• Walk the Talk
• Share Knowledge
• Listen, not just Hear
• See the Glass Half Full
• Take Educated Risks
• Enjoy the Ride
• Share the Spotlight
• Do the Right Thing
• Test Your Limits

What You'll Be Doing
Under the general supervision of the Centralized Operations Manager II, the
Residential Relations Representative
serves as a critical partner in creating a positive and seamless experience for our residents. This role is responsible for managing resident concerns, facilitating timely resolutions, and partnering closely with on-site teams to support a high-quality living experience. The ideal candidate brings exceptional communication skills, strong problem-solving abilities, and a service-first mindset.

Resident Intake & Issue Resolution

• Serve as the primary point of intake for resident concerns, questions, and service-related escalations.
• Assess issues with urgency and professionalism, taking initiative to identify actionable solutions.
• Ensure thorough and timely resolution, balancing empathy with sound decision-making.

Customer Communication

• Provide direct callbacks and follow-up communication with residents, ensuring transparency throughout the resolution process.
• Maintain a polished, professional, and supportive tone in all interactions.

Collaboration & Coordination

• Partner closely with on-site teams, regional leadership, and cross-functional departments to facilitate complete and efficient resolution of resident concerns.
• Act as a connector between residents and property teams, ensuring clarity and alignment on next steps.

Tracking, Documentation & Follow-Up

• Maintain accurate and up-to-date records of all resident issues, correspondence, and resolutions in internal tracking systems.
• Provide visibility into open items and resolution statuses to ensure operational transparency.

Customer Experience & Continuous Improvement

• Demonstrate a strong service mindset with an eagerness to learn, ask questions, and seek opportunities to improve resident experience processes.
• Identify recurring trends or process gaps and provide recommendations that support consistency, efficiency, and service excellence.

What You'll Need To Thrive

• A high school diploma or equivalent is required; a college degree or some college coursework is preferred.
• Four or more years of professional work experience required, along with knowledge of bookkeeping principals and practices.
• Excellent computer skills required including proficiency in keyboarding and navigating in a windows environment.
• The incumbent should demonstrate excellent verbal communication skills and excellent follow through.

Salary:
$ $23.50 / hour
; employees are eligible for overtime pay and performance incentives
The successful candidate's starting pay will be determined based on job-related skills, experience, and qualifications.
Machines, Tools And Equipment, Software

• Computer with internet and email capabilities, telephone, and photocopier.

Other Requirements
As an Equity Residential team member, you represent Equity. While you are on the job, Equity Residential expects you to wear clothing and accessories that are appropriate in a professional business environment.

Physical And Visual Activities
Ability to interpret, evaluate and communicate detailed written or verbal instructions to others accurately and quickly, including answering phones, attending meetings, written correspondence, or other forms of communication. Ability to communicate effectively (expressing or exchanging ideas using the spoken or written word). This skill/ability is essential for work activities in which workers must impart or receive detailed information through oral or written communication. Ability to lift, push, pull or carry up to 10 pounds to disseminate documents, move technology, etc. Ability to sit for prolonged periods.

The above describes the physical and visual activities that are commonly associated with the performance of the essential functions of this job. Commonly associated is not intended to mean always or only. Different experiences may suggest other ways or circumstances where reasonable changes or accommodations are appropriate.

WORKING ENVIRONMENT:
This position is 100% remote (work from home) in the following locations: Arizona, Colorado, Florida, Georgia, Illinois, Maryland, Massachusetts, New Jersey, New York, Texas, Virginia, Washington, and Washington DC. Please note: candidates located in California would need to relocate to another EQR market for this opportunity.