Resident Relations Specialist

Job Overview The Resident Relations Specialist (“RRS”) supports the General Manager (“GM”) and/or the Resident Relations Supervisor/Lead by providing exceptional, responsive service to every resident or guest they encounter. The RRS is the interface who executes a variety of concierge, social and resident functions enhancing the resident experience at their property or community. While all on‑site positions promote and exude warm and helpful service, the RRS position specifically focuses on “Five‑Star” service excellence. The RRS is tasked with understanding residents expressed and unexpressed preferences and executing a full‑service hospitality platform under the direction of the GM. The RRS 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, Buildinglink, Access Control, Security, etc.) daily to enhance the lifestyle of every resident. In addition, the RRS 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. Schedule Full time, Monday – Friday; 8 am – 4 pm Compensation $22 – 23.34 hr (commensurate with experience, education and specific job responsibilities; subject to change) Your Responsibilities Identify and clarify residents expressed and unexpressed needs, answer questions and give direction and instructions in a professional, helpful manner. Answer 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 shift. Responsible for all package distribution (incoming and outgoing) for the property; ensures 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; reports all suspicious activity to proper authority to ensure resident safety. Complies with service expectations and company standards as well as policies and procedures. Accommodate resident requests expediently and courteously within 24 hours of initial call; follows up with person assigned to task and resident to ensure completion. Attend and participate in designated meetings or functions as required by the General Manager or the Board of Directors. Maintain a list of residents needing special assistance in case of an emergency and be an active member on the emergency response team. Inform all vendors of building rules and regulations. Assist with move‑in questions new residents may have and redirect them if needed to different department. Ensure all visitors are registered and authorized by homeowner to be on property. Ensure all pets, vehicles, motorcycles and bicycles are properly registered and logged in Buildinglink. Ensure people sent downstairs to the valet parking garage have a valid parking ticket. Maintain complete knowledge of and comply with the HOA’s policies and procedures. Maintain fresh organized workstations with necessary supplies throughout shift and administer cleanliness of the building’s entrance and lobby. Maintain current vendor information to accommodate all resident requests. Stay current on notices sent from the HOA to different floors in lobby when being worked on to answer any questions from residents. Make accurate timekeeping and payroll entries each day in accordance with company policy. Complete daily tasks and projects assigned by supervisor and Director of Operations including, but not limited to, newspaper delivery, package audit and daily task page completion. Skills & Experience 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 and detail oriented with a “can do” team‑player attitude. Excellent communication and customer service skills; administratively strong. Proficient in MS Office and willing to learn company internal software. Able to multitask while working under pressure in a diverse environment. Passionate about providing residents exemplary customer service at all times. Ensures uniform and personal appearance are clean and professional at all times while maintaining a pleasant demeanor. Demonstrates clear written, verbal and listening communication skills. Demonstrates problem‑solving abilities independently and responsibly. Adapt quickly to change in client needs, policies and procedures implemented by management and the HOA Board of Directors. Able to work independently and as a team and prioritize daily workload efficiently and professionally. Receptive to constructive feedback for professional development. Works effectively with co‑workers, residents and others, sharing ideas constructively and positively; listens objectively; keeps commitments and informs others of progress, timetables and issues; addresses problems and issues constructively to find mutually acceptable solutions; addresses others by name, title or other respectful identifier. Must be flexible in work schedule which may include AM/PM shifts, weekends and holidays. Physical Requirements And Working Environment 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 characteristics are normal office conditions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Overtime may be required from time‑to‑time, based on business needs and as approved by supervisor. Consistent and regular attendance required. What We Offer 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. 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 intended to be 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 pertaining 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