Resident Relations Coordinator

FirstService Residential transforms the property management landscape by providing professional association management services to over 9,000 residential communities across the United States and Canada. Our dedication to associate satisfaction and growth is recognized by our Great Place to Work certification, exemplifying our commitment to fostering a positive and inclusive workplace culture.

About the role

The Resident Relations Coordinator is the first point of contact for residents, tenants, board members, and vendors visiting the lobby of our Nevada Corporate Offices. In this role, you’ll support residents of the homeowners’ association while ensuring an exceptional level of customer service. You will interact regularly with residents, tenants, and fellow associates in person and through written correspondence, maintaining professionalism and organization in all communications. The ideal candidate is self-motivated, outgoing, detail-oriented, and possesses strong communication and organizational skills.

Responsibilities

• Provide exceptional customer service at the front desk lobby by greeting and assisting residents, guests, and service providers.
• Process transactions related to resident requests, including accepting assessment payments and distributing amenities.
• Monitor the Customer Service inbox, handling messages efficiently and forwarding in accordance with the established process.
• Efficiently track lobby transaction activity, capturing resident name, address, community, purpose of visit, and service provider information.
• Provide residents with an orientation on company-provided self-help resources, including ClickPay, the Resident Portal, and the Homeowner Digital Assistant (HODA). Pre-register those requesting the service.
• Provide new residents with the necessary paperwork and information about living in the community, including requirements for accessing amenities as per Info Center guidelines.
• Ensure adherence to building access protocols to prevent unauthorized personnel from entering restricted areas.
• Issue configured and pre-programmed key fobs and access controls in accordance with Info Center requirements.
• Support and track the issuance of community parking variances in accordance with Info Center requirements, and update residents' profiles with issued credentials.
• Monitor inventory levels of amenities and arrange for restocking when necessary.
• Assist residents with inquiries, requests, and information regarding community policies and amenities in accordance with Info Center.
• Process election materials, including ballot tracking.
• Review hard copy Architectural Applications received at the lobby to ensure they are complete and show residents how to properly submit through the system.
• Audit data in Info Center and partner with Community Managers to request timely updates.
• Perform data entry tasks in support of business operations.
• Maintain a professional and welcoming lobby area, including organizing seating and ensuring cleanliness.
• Maintain confidentiality while handling sensitive company, resident, and staff information.
• Respond to emergency situations promptly and effectively.
• Attend company training and mandatory functions as required.
• Work collaboratively with colleagues, sharing ideas constructively and maintaining a positive workplace culture.
• Perform other duties as assigned by management.

Requirements

• High school diploma or equivalent required.
• Minimum 4 years of administrative experience.
• Some college and/or job-related education preferred.
• Background in customer service, property management, and/or real estate.
• Exceptional written and verbal communication skills.
• Excellent spelling and proof-reading abilities.
• Strong customer service skills with the ability to communicate effectively, both verbally and in writing.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and ability to navigate company databases.
• Ability to multitask and work independently while handling multiple responsibilities.
• Knowledge of office equipment and basic administrative processes.
• Experience in handling confidential information with discretion.
• Bilingual skills are a plus.

Skills

• Excellent customer service skills.
• Ability to prioritize and multi-task.
• Ability to work independently.
• Collaborative attitude and team player.
• Exceptional interpersonal skills.
• Highly organized and detail-oriented.
• Consistent professional demeanor.
• Work efficiently under pressure.
• Handle change in a positive manner.
• Open to constructive criticism.
• Reliable and discrete.
• Able to problem solve.
• Well-versed in computer software programs (Microsoft Word, Excel, Adobe Acrobat X).

Benefits

• 10 company paid holidays.
• Medical, dental, vision.
• HSA and FSA.
• Company-paid life insurance and Employee Assistance Plan.
• Supplemental life, disability, accident, critical illness, hospital indemnity.
• Identity theft, legal services.
• Pet insurance.
• 401(k) with company match.

Pay

$20-$22 per hour.