Team Leader

Job Overview: The Description Job Overview: The Team Leader will oversee the staff of Community Administrators and Onsite Assistant Community Managers (including third-party desks) in the assigned region ensuring that associates are assisting with the everyday inquiries and needs of homeowners and vendors, primarily specific to work order, violation, and amenity access/reservation. The Manager will ensure that established procedures and a consistent practice is in place for the entire region. The Team Leader may carry a modified portfolio of directly supported clients, as the business need dictates. Additionally, the Team Leader acts as the regional business office administrator and provides direct support to the regional office leadership. Compensation: $75,000 - $77,250 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. Your Responsibilities TEAM MANAGEMENT Lead a team in the successful support of the community management team and clients. Core responsibilities include: hiring, training, performance management, evaluation and support to direct reports. Participates in a leadership capacity at team FirstCall, team meetings and at company events and programs Displays a growth mindset and is a champion for change within their region and with company initiatives Serve as “quarterback” during absences (sick, vacation, vacancy, etc.) to ensure that all clients are being serviced Lead and manage the onboarding of new hires, to include setting up knee-to-knee training sessions and ownership of training schedule during first 90 days Assign and maintain an active “buddy” system to serve as back up during absences Review all client-facing work product as designated, prior to presentation to the Community Manager (to include work order and violation reports, hearing agendas, and other work product slated for inclusion in a board packet) Regularly spot check the completion of work orders, call logs, and tasks to identify high and struggling performers on the team for the purpose of aligning appropriate resources for retention and growth Review all work product of any associate identified as a struggling performer to ensure proper completion in accordance with company standards and to identify appropriate training resources Regularly evaluate workloads of all associates to ensure equitable distribution and identify any available capacity Determine and communicate to associates what items/tasks are high priority and need to be focused on at any point in time (daily task) Ensure maintenance of accurate and complete records as required to properly and effectively implement the various policies and procedures of clients within the region Ability to communicate with homeowners, vendors, and residents – meeting their needs and expectations and answering questions without having to consult a supervisor Lead regular team meetings within assigned region with ability to make decisions on next steps with any pending items, road blocks, etc. Demonstrates an ability to determine what information would be of benefit to a client and is able to prepare accurate comprehensive analyses and reasonable conclusions Demonstrates and awareness of the importance of project presentation, quality and accuracy Ensures team maintains awareness of policies and other governing documents which are related to assigned activities Ensures consistent use and maintenance of information in Connect, Tasks, ADRC and other FirstService database programs as assigned Ensure the maintenance of an accurate backup binder for each client within the assigned region Must have reliable transportation and be able to drive to other work locations, perform site reviews, pick up supplies, etc. Maintain an organized workspace according to company procedures. Stay abreast of current industry trends and laws Other projects, opportunities or assignments as may be deemed needed and appropriate for this position. REGIONAL OFFICE MANAGEMENT Acts as the Regional Office Administrator Executive assistant to office leadership Preparation of monthly chargeback Packaging of inter-office mail and payables Scheduling of couriers Maintenance of Emergency Preparedness Maintenance of office equipment Coordination of off-site storage Maintenance of office keys and access cards Maintenance of client keys and access devices Interfacing with building management company Paying of office-related bills Coordinating and notifying participants of in-house meetings on behalf of the managers Updating of databases Sorting of mail Orders company supplies and office supplies Coordinate any shared office spaces – kitchen use and supplies, conference room reservations, etc. IT local support and Helpdesk liaison Maintains supply of FirstService Residential stationery and mailing labels. Conference Call monitoring/billing monthly Vendor set up of events, team meetings and Lunch & Learns Help organize office events (symposiums, vendor appreciation, etc) Other projects, opportunities or assignments as may be deemed needed and appropriate for this position. Skills & Experience High School Diploma; College Degree preferred. Excellent customer service background/skills Ability to maintain confidentiality. Professional representative of FirstService Residential Excellent communication skills: written, verbal and listening. Collaborative decision-making, relationship building and problem solving skills. Organizational and time management abilities High level of attention to detail Intermediate to Advanced knowledge of Microsoft Applications, particularly Word, Outlook, Excel and Power Point; ADP Vantage a plus Advanced knowledge of Connect, Jenark, ADRC and AVID Physical Requirements And Working Environment Must be able to lift 25 lbs. Must be able to sit for extended periods of time. Must have finger dexterity for typing/using a keyboard. Talking and hearing occur continuously in the process of communicating with guests, supervisors, vendors and our clients. 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. Supervisory Responsibility Direct supervisory responsibility for all Assistant Community Managers and Onsite Assistant Community Managers within the assigned region Ensure accurate timecard utilization, meal break compliance and approve payroll within defined guidelines Perform all onboarding, performance management and professional development responsibilities for the team as defined Tools Used General office equipment Travel Must be able to travel to regional office for supervision duties. As it will be necessary to drive to meetings and other locations, position must have a valid California Driver’s License and State mandated vehicle insurance. Must be able to attend and actively participate at night meetings as 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 Verizon discount 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. 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 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