Resident Relations Specialist - Swing Shift

About the Role

The Resident Relations Specialist - Swing Shift supports the General Manager and/or the Resident Relations Supervisor/Resident Relations Lead by providing exceptional, responsive service to every resident or guest. This role serves as the interface executing a variety of concierge, social, and resident functions to enhance the resident experience. The position focuses on "Five-Star" service excellence, understanding residents' expressed and unexpressed preferences, and executing a full-service hospitality platform under the direction of the GM.

Responsibilities

• Identifies and clarifies residents' expressed and unexpressed needs, answers questions, and provides direction in a professional and helpful manner.
• Answers the telephone within two rings, using correct salutations, personal identification, and telephone etiquette.
• Takes, records, and relays messages accurately, completely, and legibly.
• Documents all pertinent information in resident logbook(s) throughout the shift.
• Manages all package distribution (incoming and outgoing) for the property, ensuring all are logged into Buildinglink when received and signed for when picked up.
• Monitors all property access points (gates, garages, doors, elevators, pool) through Closed-Circuit Television where applicable and reports suspicious activity to ensure resident safety.
• Complies with service expectations, company standards, policies, and procedures.
• Accommodates resident requests expediently and courteously within 24 hours of the initial call, following up to ensure completion.
• Attends and participates in designated meetings or functions as required by the General Manager or the Board of Directors.
• Maintains a list of residents needing special assistance in case of an emergency and is an active member of the emergency response team.
• Informs all vendors of building rules and regulations.
• Assists with move-in questions for new residents and redirects them to the appropriate department as needed.
• Ensures all visitors are registered and authorized by the homeowner to be on the property.
• Ensures all pets, vehicles, motorcycles, and bicycles are properly registered and logged in Buildinglink.
• Verifies that people sent to the valet parking garage have a valid parking ticket.
• Maintains complete knowledge of and complies with the HOA’s policies and procedures.
• Maintains fresh, organized workstations with necessary supplies throughout the shift and ensures the cleanliness of the building’s entrance and lobby.
• Maintains current vendor information to accommodate all resident requests.
• Stays current on notices sent from the HOA regarding building work to answer resident questions.
• Makes accurate timekeeping and payroll entries each day in accordance with company policy.
• Completes daily tasks and projects assigned by the supervisor and Director of Operations, including newspaper delivery, package audit, and daily task page completion.

Requirements

• High school diploma or equivalency required; college-level courses in business or hospitality preferred.
• Past Resident Services, Customer Service, and/or Hospitality experience.
• Highly organized, detail-oriented, and a "can-do" team player.
• Excellent communication and customer service skills; administratively strong.
• Proficient in MS Office with the willingness and ability to learn company internal software.
• Able to multitask while working under pressure in a diverse environment.
• Passionate about providing exemplary customer service at all times.
• Ensures uniform and personal appearance are clean and professional while maintaining a pleasant demeanor.
• Demonstrates consistent, effective written, verbal, and listening communication skills.
• Demonstrates problem-solving abilities independently and responsibly.
• Able to quickly adapt to changes in client needs, policies, and procedures implemented by management and the HOA Board of Directors.
• Able to work independently and as a team, prioritizing daily workload efficiently and professionally.
• Receptive to receiving constructive feedback regarding personal performance for professional development.
• Works effectively with co-workers, residents, and others by sharing ideas constructively and objectively.
• Flexible in work schedule, which may include AM/PM shifts, weekends, and holidays.

Physical Requirements

• Must be mobile enough to move about the facilities, including up and down stairs and recreational areas, and navigate uneven surfaces.
• Must be able to lift up to 25 pounds.
• Must be able to sit and stand for extended periods of time.
• Must have finger dexterity for typing/using a keyboard.
• Must be able to actively talk and listen to clients, vendors, co-workers, and supervisors.

The work environment involves normal office conditions. Overtime may be required based on business needs and as approved by a supervisor. Consistent and regular attendance is required.

Pay

$22-23/hour. The salary or wage paid to the successful candidate will be commensurate with experience, education, and specific job responsibilities.

Schedule

40 hours per week; Sunday through Thursday, 2:30 PM - 11:00 PM.

Benefits

• Medical, dental, and vision plans (full-time and those working 30+ hours). Part-time (20+ hours) qualify for dental and vision.
• 401K match.
• Time off including vacation, sick, and company-paid holidays.
• Pet insurance available.
• Tuition reimbursement.
• Legal services.
• Free emotional wellbeing and daily life assistance support for all associates.
• Domestic partner coverage.
• Health savings account.
• Flexible spending account.

About Us

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. Our 19,000 associates can count on competitive salaries, top-tier medical, dental, and retirement benefits, career training, and support for continued professional development.