Resident Support Specialist

Focus on resident interactions and act as a liaison between Community Managers, internal teams, and residents to ensure open and effective communication, with a primary emphasis on providing excellent customer service. Part of the regional operations team covering various community association support functions; specialty roles may be assigned based on need.

Responsibilities

• Respond with great customer service to a high volume of emails and phone calls.
• Serve as the customer service front line while answering emails.
• Handle escalated phone calls from the Customer Care Center.
• Receive, record, respond, and/or route customer inquiries appropriately.
• Investigate customer inquiries, concerns, and issues in a timely and courteous manner.
• Document all contacts, actions, and responses in the customer database.
• Assist in correspondence with mass communication emails.
• Follow established policies and procedures.
• Collaborate with the internal team to ensure the highest level of service is provided.
• Respond clearly and effectively to homeowner inquiries as needed.
• Maintain accurate property, owner, and resident information in company software.
• Utilize Standard Operating Procedures to exceed department expectations.
• Provide administrative support to the operations team as needed.
• Perform special projects and other duties as assigned by supervisor.

Requirements

• Two years of experience preferred in administrative office functions including data entry, internal/external communication, and task prioritization.
• Experience in high-volume processing highly preferred.
• Bachelor’s Degree or a combination of education, experience, and training.
• Ability to work independently and with minimum supervision in a fast-paced environment.
• Ability to interact with owners, residents, and internal associates.
• Ability to work alongside team members to assist in troubleshooting and problem-solving.
• Flexible, organized, and able to handle competing priorities.
• Strong communication skills (conversational and writing).
• Strong computer skills with proficiency in MS Office Suite.
• High level of attention to detail.
• Ability to establish and maintain effective working relationships.

Physical Demands

• Position involves sitting, standing, stooping, kneeling, pushing, shoving, lifting, and carrying objects that can weigh up to 25 lbs or more following appropriate safety procedures.
• Movement can occur throughout the day, including climbing several flights of stairs if necessary.
• Must be able to sit and stand for extended periods of time.
• Must be able to communicate both on the phone and in person to resolve issues and manage the business.
• Must have finger dexterity for typing/using a keyboard.
• Must be mobile enough to move around the office and property, which may include lengthy walks on uneven areas.
• Talking and hearing occur continuously in the process of communicating with guests, supervisors, and other associates.
• Capable of working extended hours, including evenings, weekends, and holidays as necessary.
• May alternate between working indoors in a controlled climate and outdoors with variable climate and lighting.
• Must be able to interact with all types of individuals, remain mentally alert, detail-oriented, and have good reasoning skills.
• Must be able to work on more than one assignment at a time with frequent interruptions, changes, and delays.
• Must remain focused and work effectively, efficiently, and cheerfully under such circumstances.
• For safety reasons, must remain alert to working conditions and aware of safety, health, and environmental concerns.
• Must be able to work effectively and cheerfully in an environment that may be stressful due to adversarial situations.
• If a hybrid work schedule is arranged, must follow the agreed-upon arrangement; flexibility is subject to change based on performance and work requirements.
• When working remotely, must maintain the same or better productivity than in the office, with a distraction-free environment.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Schedule

• Hours over and above normal office hours will occur, including evenings, holidays, and some weekends.
• Schedule is subject to change based on business needs.

Benefits

• Full comprehensive benefits including multiple medical plans, dental, vision, and others.
• Time off benefits, paid holidays, and a 401k with company match.
• Occasional travel may be required to attend training and other company functions.

Pay

$19.00/hour

Automated Employment Decision Tool (AEDT) may be utilized to evaluate candidates based on job-related characteristics. Candidates requiring an alternative selection process or reasonable accommodation may contact national_recruiting@fsresidential.com. NYC residents may request information about the AEDT under Local Law 144 by emailing the same address.