Resident Relations Lead

Job Overview The 3Roots Master Plan Community is seeking a Resident Relations Lead to oversee the daily activities of the Front Desk Team in addition to assisting the General Manager (GM) in executing “Five-Star” service excellence to its residents. The Resident Relations Supervisor is customer focused with excellent interpersonal communication and organizational skills and has a “can do” attitude. He/she must understand and adopt all community management tools (communications mediums, Connect, Access Control, Security etc.) daily to enhance the lifestyle of every resident. The Resident Relations Lead will be detail oriented and will act as the front desk liaison to ensure all residents/guest inquiries are addressed. He/she should be able to work independently and without direct supervision. In addition, the Resident Relations Lead supports and executes administrative tasks as directed by the Board of Directors and management. This position requires skilled representation (verbal, written, visual) at all times, with peak emphasis on delivering friendly, helpful and professional service to all residents, co-workers and management. Responsible for community and Board support, and the advancement of the community in terms of its quality of life and physical environment. Compensation $24-26/hr 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 Oversee front desk, resident services, and administrative workflows. Receive, process and onboard new owner registration/tenant forms, create access cards, and update homeowner files. Assist residents (via calls, email, face-to-face) with the distribution of key access devices, room reservations, maintenance requests, architectural applications, and general questions pertaining to the Community. Monitor and oversee the master community event and activities calendar and ensure accuracy for posting on the community monitors and website. (i.e. facility room reservations and administrative duties.) Assists facility coordinator by accurately imputing work orders for service requests in a timely manner; follows up with both facility coordinator and resident at completion. Responsible for facility reservation process, including provision of reservation information, provision of resident tours and education on facility amenities/usage, management of applications/fees/deposits and related communications, provision of real-time support for reservations as needed, oversight of reservations to ensure proper facility usage where possible, and post-reservation communications. Assist with enforcing the policies and procedures of the Rec Center facility. Report any issues to the General/Facility Manager. Support oversight of amenity spaces by inspecting recreation center and pool area throughout shift ensuring they are consistency, cleanliness, and ready for use. Attend and participate in Association Board meetings as required. Communicate with homeowners on the community policies and guidelines. Process compliance updates supplied by facility coordinator. Receive, review and process architectural improvement applications; coordinate with relevant committees and ensure compliance with governing documents. Perform general office duties (i.e. retrieve and distribute mail, document filing, correspondence, etc.). Assist in the administration and preparation of Board of Directors meetings, including maintaining updated reporting, board packet report generation and distribution. Coordinate any meeting logistics as required. Act as backup when G.M. is on vacation, sick days, or out of office. Read and have a general understanding of Governing Documents and their hierarchy. Monitor and evaluate the community needs: identify opportunities for improving customer service and communication. Conduct onboard training for all new Resident Relations Specialists. Apply a proactive approach to responsibilities with an emphasis on continuous improvement. Adhere to FirstService Residential guidelines, Core Values, and Global Service Standards. Comply with company policies, procedures and attend all company mandatory functions. Apply a pro‑active approach to all areas of responsibility and strive for continued improvement and excellence throughout. Ensure the representation of a positive organizational image to residents, business partners, community organizations, and surrounding communities. Ensure adherence to association policies and procedures, and compliance with corporate, civil code, and state and federal obligations. This includes reviewing policies on an ongoing basis and ensuring proper records are maintained. Represent the community and organization with professionalism at all times. Perform any range of special projects, tasks, and other related duties as assigned. Follows safety procedures and maintains a safe work environment for all. Skills & Qualifications Excellent customer service skills Strong leadership and team building skills Ability to manage multiple priorities Excellent communication skills Promotes collaboration Education & Experience Bachelor’s degree preferred or equivalent work experience. A minimum of 2 years of successful hospitality management experience. Physical Requirements and Working Environment Ability to lift 25 lbs. Work in an upright standing or sitting position for long periods of time. Must have finger dexterity for typing/using a keyboard. Must be able to sit for long periods of time at a desk. Must be mobile enough to move around office. Must be able to effectively receive telephone calls and voice mail messages. Must be literate and articulate in written form to prepare correspondence. Must be able to handle multiple tasks. What We Offer Medical, dental, and vision plans (full time and part time 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. Experience exceptional service with a fulfilling career in property management with FirstService Residential. To learn more about our company and culture, please visit 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. 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 View email address on click.appcast.io. 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 View email address on click.appcast.io; we will respond in accordance with Local Law 144, within 30 days. #J-18808-Ljbffr FirstService Residential