Administrator, Communications (Front Desk)

Base Annual Compensation: $62,400

Title:                                        Administrator, Communications (Front Desk)
Reports to:                             Senior Administrator, Communications
Primary Function:                 Front Desk and Administrative Support
Status:                                    Full-Time, Non-Exempt
Location:                                Onsite, San Francisco, CA (Parkmerced)

Summary

Brick and Timber is seeking an Administrator, Communications to support our rapidly growing team. The successful candidate will be responsible for executing all activities related to customer service, routine resident communications, ensuring resident satisfaction, clear communication of the correct information in keeping with company standards and policies.

The Company is a property management company focused upon managing residential apartment properties in the Bay Area. The Company seeks to attract and retain motivated real estate professionals who love the unique local Bay Area culture.

At Brick Timber, we believe it is possible for renters to experience San Francisco’s old-world charm without having to endure the 70's avocado fridge. We work hard to find historic apartment buildings in all the best San Francisco neighborhoods. Our architectural crew then carefully renovates each structure, restoring its unique characteristics, and builds modern amenities into the units. We believe living spaces should have integrity and are deeply committed to our tenants.

Primary Responsibilities

Front Desk Operations & Resident Interaction 
• Greet residents, guests, vendors, and contractors with warmth and professionalism 
• Serve as the first point of contact for walk-ins and phone inquiries, addressing or routing requests appropriately 
• Assist with service requests, amenity reservations, building info, and policy-related questions 
• Maintain the front desk and shared spaces in a tidy, organized, and welcoming manner 
• Track and follow up on incoming issues to ensure thorough resolution 

Resident Communication & Support 
• Respond to tenant inquiries and concerns via Zendesk and Zendesk Talk 
• Provide in-person support to residents at the Parkmerced office (1 Varela Avenue) when needed 
• Assist with sending building notices, coordinating tenant reimbursements, and communicating about relocations, unit transfers, or organized tenant activities 
• Help prepare responses related to Rent Board matters, Small Claims cases, or other tenant-facing concerns 

Team Support & Coordination 
• Collaborate with onsite staff and remote teams to ensure consistent and timely communication 
• Use approved Zendesk macros and templates to efficiently respond to common tenant requests 
• Track and share positive tenant feedback to support team performance and morale Documentation & Process Maintenance 
• Maintain the accuracy of internal communication systems such as the Zendesk Knowledge Base, Monday.com boards, and SOPs 
• Follow established Resident Communications Protocols and suggest improvements as needed 
• Support the development and maintenance of communication documentation and process tools Project Support 
• Provide administrative support for communication-related projects, including service updates, system upgrades, and resident notifications 
• Assist with the coordination of rentable items including parking and storage 
• Help identify communication trends, gaps, or recurring issues to support workflow improvement and service enhancements 

Office and Admin Support
• Monitor and help manage package deliveries, vendor check-ins, and amenity bookings as needed 
• Track office supply needs and requests 
• Support internal coordination, including meeting scheduling and event support

Minimum Requirements and Qualifications 

• High school diploma or equivalent required; Associate degree or higher preferred 
• 2 years of experience in customer service, hospitality, or office administration 
• Excellent verbal and written communication skills 
• Friendly, professional demeanor with strong interpersonal and organizational abilities 
• Proficient with email, phones, and digital platforms (e.g., Yardi, Monday.com, Zendesk preferred) 
• Ability to handle multiple tasks calmy and effectively in a fast-paced, resident-focused environment

Key Skills and Competencies 

• Experience in a property management setting or the hospitality industry strongly preferred 
• Bilingual skills a plus (especially Spanish, Mandarin, or other languages common in the SF Bay Area) 
• Familiarity with CRM and property management tools 
• Passion for hospitality, problem-solving, and helping people feel at home

Brick and Timber is committed to creating a diverse environment and is proud to be an equal opportunity employer.  All qualified applicants will receive consideration for employment, and we prohibit discrimination and harassment of any type based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.  Brick and Timber is also committed to compliance with all fair employment practices regarding citizenship and immigration status. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.