Co-op Assistant Manager (Onsite)

Assistant General Manager

The Assistant General Manager will help the General Manager with overseeing the custodial staff and operations. The Assistant General Manager is responsible for helping to oversee projects and adhering to and executing the mission and vision of the Board and community.

While on duty must be in Company approved attire, follow the Company dress code policy, and identification badges and name plate must be always displayed.

• Maintain an active presence at the front desk. Provide superior customer service to residents, guests, vendors, and contractors.
• Always demonstrate a proactive and responsible friendly demeanor and helpful manner in all lines of communication with the residents, doing so in a timely and professional manner and taking immediate action to resolve a residents concerns.
• Read all previous logs and memos and stay informed of events happening at the property.
• Assist with maintaining the accuracy of the building and association documents to ensure accurate records are kept.
• Assist in the inspections of the building facilities to help guarantee appropriate property maintenance and address maintenance and building emergencies.
• Assist with maintaining Board meeting minutes and ensure minutes are produced timely, accurately, and organized with the latest meeting information.
• Assist with property arrears including tracking arrears at least twice per month, sending arrears letters to the appropriate list of tenants, and reviewing and discussing the arrears reports with the General Manager and collections department when needed.
• Answer phone calls, messages, and emails promptly; within a few hours but never to exceed 24 hours.
• Daily checking of the Companys 24/7 Customer Care Call Center log for issues and inquires.
• Responsible for the upload of property and association documents to in-house residents and building database, FirstService Residential Connect, and ensure that task lists are kept current.
• Assist with administrative duties pertaining to annual meetings such as preparation of notices, proxies, etc.
• Must also attend the annual meetings or board meetings with the General Manager if requested.
• Maintain substantial compliance with Best Practices.
• Complete special projects for both the client and manager as assigned.

Responsible for overseeing scheduling of all Front Desk & Sentinel employees and Custodial staff. Tasked with flexing schedule to fill shifts, finding temporary or fill in coverage when necessary. If we are unable to cover a shift, the Assistant General Manager will help fill in for staff when they are sick or when there is no show. Ensures staff are following through with any property rounds and documenting appropriately per established policy. Will continue to work at the front desk according to established policy. Assist with training and onboarding any Front Desk & Sentinel employees. Responsible for updating and training current staff on any changes of procedure or policy. Responsible for maintaining the desk attendant manual and training information for the property. Conducts preliminary review of biweekly payroll prior to approval by General Manager. Assists in transferring payroll costs between departments and communities as appropriate. Work with General Manager and HR to carry out any coaching or disciplinary action that needs to be taken with staff, this includes verbal and written warnings and improvement plans. Provide feedback to General Manager in preparation for Touchpoints and annual front desk and sentinel performance reviews. Work with HR Department and General Manager to conduct market analysis of pay for hourly associates, assist with making recommendations regarding starting pay and annual increases. Assists with development, implementation and oversight of policy and procedures. Communicates with General Manager regarding staffing issues and any major procedural changes.

• Practice and adhere to FirstService Residential Global Service Standards to provide exceptional service to residents, guests and vendors.
• Conduct business always 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 material 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.
• Communicate or attend Committee meetings as needed to facilitate and coordinate social events and activities.

• Bachelors degree in business or related field from an accredited college or university, and three years of experience in Property Operations, Hospitality or Construction; or equivalent combination of education and experience. Must have any state specific certifications and licenses or are willing to obtain them within one year.
• A minimum of three - five years of successful community management experience or equivalent professional experience in a related field.
• Management experience in a small or medium-sized organization including responsibility for more than one functional department or division preferred.
• Understanding of physical property management, Condominium law, financial planning and law affecting property management.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.

• Is committed to continual learning as evidenced by attendance at industry programs and industry and educational opportunities that enhance interpersonal skills.
• Display strong written skills and publish appropriate documentation directed to create the legacy for the corporation, particularly in the area of operations, and relationship management.
• Directly interact with the staff of the association/community and the designated Board of Directors within the governance model for the purpose of advisement and ultimate implementation of Board directives.
• Possess budgetary knowledge and control for the purpose(s) of executing programs within the community as well as related activities that may be cost-shared for the benefit of the community.
• Display a community posture that positively represents the vision of the association/community.
• Effectively communicate to instill confidence in the homeowners that reside within the community as well as the public that may interact through designated programs.
• Intermediate knowledge of Microsoft Applications, especially Word and Excel.
• Must be goal minded and possess a self-starting drive to get the job done.
• Ability to listen to others, collaborate, and resolve conflict.
• Protect the confidential nature of the work as appropriate.
• Executive decision-making capabilities.
• Demonstrates good client interaction and visibility.
• Demonstrates effective oral and written communication skills.
• Organizational and time management abilities with the ability to implement and monitor progress for successful completion, working well under pressure and deadlines.
• Excellent problem solver demonstrates ability to use creative alternatives.
• Working knowledge of legislation impacting property management.
• Works effectively with coworkers, clients, customers, and others by sharing ideas in a constructive and positive manner; addresses problems and issues constructively to find mutually acceptable and practical business solutions.
• Strong ethical practices.
• Must be present at the building in a full-time status and additional hours as needed.
• Must be able to operate a motor vehicle, possess a valid drivers license and must not have a record of a revoked or suspended license.

• Computer and peripherals, standard and customized software applications and tools, and usual office equipment.

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to lift 25 lbs.
• Must be able to sit for extended periods of time.
• Must be able to stand for extended periods of time.

Must be able to communicate both on the phone and in person with our clients in order to resolve issues and manage the business.

• Must have finger dexterity for typing/using a keyboard.
• Must be mobile enough to move around both the office in order to make copies, send mail and to walk around the property. This could include lengthy walks on uneven areas.
• Talking and hearing occur continuously in the process of communicating with guests, supervisors, and other associates.

The work environment characteristics are normal office conditions at an onsite community. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Hours over and above normal office hours will occur, including evenings, holidays, and some weekends. Schedule is subject to change based on business needs.

• Within the Kansas City