Resident Relations Supervisor

Overview The Resident Relations Supervisor is responsible for overseeing the daily activities of the Front Desk Team in addition to assisting Management in executing "Five-Star" service excellence to its residents. The role requires excellent interpersonal communication, organizational skills, and a "can do" attitude. The successful candidate must understand and adopt all community management tools (communications mediums, Connect, Access Control, Security, etc.) on a daily basis to enhance the lifestyle of every resident. The position is detail-oriented, multitasking, and requires working independently and with supervision from the AGM/GM. Compensation Compensation: $25/hour (FirstService Residential will compensate the successful candidate in accordance with the posted range. The salary will be commensurate with experience, education, certifications, 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.) Essential Duties Supervise front desk operations including telephone, email, clerical activities, and resident interface. Answer customer service calls/emails and provide assistance and follow‑up as appropriate. Understand community guidelines and refer to governing document resources. Collect work orders/project proposals as assigned by Management. Inspect the community consistently for violations of community rules. Identify, input, distribute, and follow‑up on violations. Conduct resident verification and complete new owner orientations. Use and maintain First Service Residential Connect system (resident database, community calendars, community website, work order, violation tools, task logs, etc.). Issue and monitor access fobs and maintain access databases. Coordinate resident facility rentals, including application processing, event setup, monitoring, inspections, and deposit handling. Accept and process revenue from facility rentals, access device purchases, etc. Coordinate vehicle safelists. Assist owners with general assessment billing questions, payment options, and ACH setup. Maintain lost and found depository. Meet with Management to discuss Board projects or procedural updates. Handle all functions outlined in the procedural manual. Provide general administrative support to Management or perform other general office duties. Deliver onboarding training for all new Resident Relations Specialists. Inspect onsite facilities throughout the shift to ensure proper maintenance, safety, and cleanliness. Assist management with investigations, and tape/log reviews for property incidents. Review and approve RRS’s daily shift checklist and shift notes. Respond to and document resident concerns and complaints in a timely manner before escalation to management. Monitor Electronic Security Control for Club facilities. Issue access fobs for resident use of community facilities. Resolve and follow‑up on all client complaints/issues quickly and thoroughly. Document and maintain daily activity logs and report back to management for review and action if needed. Efficiently fulfill resident requests. Accurately input work orders for service requests in a timely manner and follow up with Manager and resident at completion. Assist with the planning and implementation of Community Lifestyle events and activities. Follow safety procedures and maintain a safe work environment for all. Comply with service expectations, company standards, policies and procedures. Supervise the team to ensure associates take breaks and lunches according to HR policies, procedures, and Nevada state laws. Education & Experience High school diploma or equivalency required. College-level courses in Business or Hospitality preferred. Two to three years of Business/Hospitality experience preferred. Past Resident Services, Customer Service, and/or Hospitality LEAD experience required. Highly organized, detail-oriented, and possesses a "can do" team player attitude. Excellent communication, customer service, written, verbal, and listening skills. Proficient in MS Office and willing to learn company internal software. Able to multitask under pressure in a diverse environment. Passionate about providing residents with exemplary customer service. Balance resident needs with association requirements. Maintain uniform, clean, and professional appearance and demeanor for self and team. Manage work schedule and Resident Relations Specialist schedules, ensuring timely arrivals, scheduled meal breaks, and clock‑out at shift conclusion. Demonstrate effective written, verbal, and listening communication skills. Show problem‑solving abilities independently and responsibly. Adapt quickly to change in client needs, policies, and procedures. Work independently and as a team; prioritize daily workload efficiently and professionally. Meet deadlines and communicate status to Manager. Available for extended hours, weekends, and on-call shifts as required. Receptive to constructive feedback for professional development. Work effectively with co‑workers, residents, and others by sharing ideas constructively and respectfully. Flexible schedule may include AM/PM shifts, weekends, and holidays. Proficient knowledge of Microsoft Applications (Outlook, Word, Excel), and preferred familiarity with ADP. Quickly navigate property/building to meet job functions. Physical Requirements & Working Environment Must be able to sit for extended periods. Must have finger dexterity for typing/using a keyboard. Must be able to hear to place and receive telephone calls. Must be mobile enough to move around the office to make copies, distribute mail, etc. Must be able to lift 35 lbs. What We Offer 10 company paid holidays Medical, dental, vision coverage HSA and FSA plans Company‑paid life insurance and Employee Assistance Plan Supplemental life, disability, accident, critical illness, hospital indemnity Identity theft protection, legal services Pet insurance 401(k) with company match 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. FirstService Residential offers 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. Disclaimer & Equal‑Opportunity Statement The information above indicates the general nature and level of work performed by employees within this classification. It is not a comprehensive inventory of all duties or responsibilities. The job description is not all‑inclusive; management reserves the right to assign or reassign schedules, duties, and responsibilities at any time. FirstService Residential is an equal‑opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration 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, or any other protected status. Qualified applicants with arrest and/or conviction records will be considered in accordance with federal and state laws and local ordinances. All offers of employment are contingent upon a satisfactory background check. #J-18808-Ljbffr FirstService Residential