Resident Support Services Specialist

Job Overview

The Resident Support Specialist will provide residents, board members, and vendors with the highest level of service excellence by providing information in response to inquiries, concerns and requests about products and services. In addition, the Resident Experience Specialist will resolve complaints, errors, account questions, billing, and other queries. It is the expectation that all communications will be handled with urgency, quality, and the utmost highest level of customer satisfaction as defined by FirstService Residential.

Compensation

FirstService Residential will compensate the successful candidate in accordance with the posted range. The salary or wage paid to the successful candidate will be commensurate with experience, education, and specific job responsibilities. For positions designated at a client's property, the salary or wage will also be premised upon the client's directive. The base pay range is subject to change and may be modified in the future.

Responsibilities

• Handle incoming requests from residents, board members, and vendors and ensure that issues are resolved both promptly and thoroughly.
• Collaborate directly with Community Managers, Regional Directors, internal departments and National Customer Care Center to ensure timely resolution of all inquiries.
• Document resolution of all interactions within the appropriate systems and applications.
• Resolve all inquiries within designated SLAs.
• Maintain a balance between company policy and customer benefit in decision-making.
• Handles issues in the best interest of both customer and company.
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.
• Work cross functionally to effectively solve client facing issues.
• Coordinate Assessment and late fees - waive late fees, if appropriate.
• Move in/out - scheduling - including making special arrangements.
• Clubhouse and party room reservations.
• Elevator reservation - including making special arrangements.
• Aid realtors and sellers ordering resale documents.
• Aid with homeowner document requests.
• Create and close work orders.
• Key fob replacement and access issues.

Skills & Qualifications

• Interact effectively, communicate clearly, and understand meeting the needs of others.
• Excellent organization, planning, motivation and interpersonal skills.
• Critical thinking, complex problem solving, judgment, and decision-making ability.
• Strong work ethic and be detail-oriented with excellent multitasking skills.
• Able to prioritize work, meet deadlines and work well under pressure.
• Able to work with sensitive or confidential information.
• Able to work in a team environment as well as independently and be self-driven.
• Associate's degree in business or related field preferred, or equivalent combination of education and experience.
• 2-3 years customer service experience in a service industry setting.
• Strong proficiency in Windows and Microsoft Office, (Outlook, Word, and Excel, etc.).
• Ability to learn and navigate new technology platforms.
• Community Management or real estate experience a plus.

Physical Requirements And Working Environment

• Exposure to numerous interruptions and surrounding conversations.
• Able to lift up to 35 pounds.
• Able to multi-task.
• Able to use hands and arms for calculating, typing, grasping, pulling, etc.
• Able to perform tasks requiring eye-hand contact.
• Able to speak clearly and make self-understood.
• Able to see objects closely to print; read instructions and recognize numerals.
• Able to concentrate without interruptions.
• Able to follow instructions and handle occasional stress on the job.
• Able to reach at or above the shoulder height.
• Able to talk on the phone and work on a computer for long period of times.
• Able to work extended/flexible hours and weekends occasionally.

Tools - Equipment Used

• Computer (MS Office, FSR Connect)
• Experience with the Zendesk platform a plus
• Telephone/Cell Phone
• Copy/Scanner/Fax Machine

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. Experience exceptional service with a fulfilling career in property management with FirstService Residential. To learn more about our company and culture, please visit www.fsresidential.com/california.

Disclaimer

The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. This is not an all-inclusive job description; therefore, management has the right to assign or reassign schedules, duties, and responsibilities to this job at any time. FirstService Residential is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with federal and state laws, as well as applicable local ordinances. All offers of employment with FirstService Residential are contingent upon a satisfactory background check. Automated Employment Decision Tool (AEDT) Usage: We may utilize an Automated Employment Decision Tool (AEDT) in connection with the assessment or evaluation of candidates. The AEDT is designed to assist in objectively evaluating candidate qualifications based on specific job-related characteristics. Job Qualifications and Characteristics Assessed: The AEDT evaluates candidates based on job qualifications and characteristics pertinent to the role, including skills, experience, and competencies relevant to the position requirements. These qualifications are determined by the unique needs of each role within our company. Alternative Selection Process or Reasonable Accommodations: Candidates who require an alternative selection process or a "reasonable accommodation," as defined under applicable disability laws, may make a request through our designated contact channel national_recruiting@fsresidential.com. Requesting Information About the AEDT - NYC Local Law 144: Candidates who reside in New York City and are subject to NYC Local Law 144 may request information about the AEDT, including details on the type of data collected, the sources of such data, and our data retention policies. To submit a request, please contact us at national_recruiting@fsresidential.com; we will respond in accordance with Local Law 144, within 30 days.