Resident Services Specialist

Resident Services Specialist

The Resident Services Specialist will provide residents with information in response to inquiries, concerns, and requests about products and services. In addition, the Resident Services Specialist will resolve complaints, errors, account questions, billing, and other queries. The Resident Services Specialist may occasionally log and document residents' calls if necessary or directed by management.

Your Responsibilities:

• Professionally handle incoming requests from residents and ensure that issues are resolved both promptly and thoroughly.
• Collaborate directly with Property 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 open inquiries within prescribed timelines.
• Thoroughly and efficiently gather information from residents, board members, and vendors, access their account and evaluate their needs, educate them where applicable to prevent the need for future contacts and document interactions through contact tracking.
• Provide quality service and support in a variety of areas.
• Review and close all homeowner service tickets and Open Calls in Connect that are not specifically awaiting an Association Manager response.
• Maintain a balance between company policy and customer benefit in decision-making. Handles issues in 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 problems.
• Coordinate: Assessment and late fees -- waive late fees, if appropriate.
• Move in/out scheduling, including making special arrangements.
• Clubhouse and party room reservations.
• Elevator reservations, including making special arrangements.
• Assist realtors and sellers ordering resale documents.
• Assist with homeowner document requests.
• Additional assignments and duties may be assigned from time to time.

Additional Duties:

• Must maintain regular and punctual attendance to required shifts, meetings, trainings, and related employment engagements to support position responsibilities and duties. Any alterations to required schedule must be reviewed and approved, in advance by your supervisor.
• Practice and adhere to FirstService Residential Global Service Standards.
• Conduct business at all times with the highest standards of personal, professional, and ethical conduct.
• Perform or assist with any operations as required to maintain workflow and to meet schedules. Notify supervision of unusual equipment or operating problems and the need for additional materials and supplies.
• May participate in any variety of meetings and work groups to integrate activities, communicate issues, obtain approvals, resolve problems, and maintain specified level of knowledge pertaining to new developments, requirements, policies, and regulatory guidelines.
• Ensure all safety precautions are followed while performing the work.
• Follow all policies and Standard Operating Procedures as instructed by management.
• Perform any range of special projects, tasks, and other related duties as assigned.

Skills & Qualifications:

• 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.
• Must have strong proficiency in Windows and Microsoft Office (Outlook, Word, Excel, etc.).
• Ability to learn and navigate new technology platforms.
• Property Management or Real Estate experience is a plus.
• 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.
• Must have a strong work ethic and be detail-oriented with excellent multi-tasking skills.
• Ability to prioritize work, meet deadlines, and work well under pressure.
• Ability to work with sensitive or confidential information.
• Ability to work in a team environment as well as independently and be self-driven.

Physical Requirements:

• Able to lift up to 30 pounds.
• Able to use hands and arms for calculating, typing, grasping, pulling, etc.
• Able to perform tasks requiring eye-hand contact.
• Able to squat, kneel, stoop to floor level, occasional climbing, and walking.
• Able to speak clearly and make self-understood.
• Able to see objects closely to print; read instructions and recognize numerals.
• Able to disseminate colors.
• Able to hear background noises.
• Able to distinguish smells to potential hazards.
• Able to concentrate without interruptions.
• Able to follow instructions and handle occasional stress on the job.
• Occasionally reaches at or above the shoulder height.
• Ability to talk on the phone and work on a computer for long period of times
• Ability to work extended/flexible hours and weekends occasionally

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Hours over and above normal office hours may occur, including evenings, holidays, and some weekends. Schedule is subject to change based on business needs.

What We Offer:

As a full-time non-exempt associate, you will be eligible for full comprehensive benefits to include your choice of multiple medical plans, dental, vision, EAP services, Life Insurance, and Long-Term Disability coverage. In addition, you will be eligible for vacation and sick time off benefits, 10 paid holidays, and a 401k with company match.

Compensation: $23 - $24 hourly

FirstService Residential