Resident Relations Specialist (High-Rise)

Job Overview The Resident Relations Specialist/Front Desk supports the General Manager (“GM”) and/or the Resident Relations Supervisor by delivering exceptional, responsive service to every resident or guest. The RRS is the interface executing a variety of concierge, social, and resident functions that enhance the resident experience at the 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—including communication mediums, Connect, Access Control, Security, etc.—on a daily basis 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 residents, co‑workers, and management. Compensation : $22‑24 per hour Hours : Tuesday – Saturday, 7:30 AM – 4:00 PM (schedule subject to change to accommodate business needs) Your Responsibilities Identify and clarify residents’ expressed and unexpressed needs, answering questions and giving directions in a professional, helpful manner. Answer the telephone within two rings, using correct salutations, personal identification and telephone etiquette. Follow all established site Standard Operating Procedures (SOPs). Respond quickly and efficiently to property‑threatening or other emergencies. Create and distribute accurate and thorough incident reports. Take, record and relay messages accurately, completely and legibly. Document all pertinent information in resident logbook(s) throughout shift. Responsible for all package distribution (incoming and outgoing) for the property and insure all are logged into Connect when received and signed for when picked up. Monitor all property access points (gates, garages, doors, elevators, pool) through the operation of Closed‑Circuit Television, where applicable. Report all suspicious activity to proper authority to ensure resident safety. Comply with service expectations and company standards as well as policies and procedures. Accommodate resident requests expediently and courteously within 24 hours of initial call. Follow up with the person assigned to the task and the resident to ensure completion of the request. Attend and participate in designated meetings or functions as required by the GM 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. Administer the access control program, which includes issuance of FOBS/property access cards/ID cards and updating tracking software. Inform vendors of building rules and regulations. Assist with move‑in orientation for new residents. 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 Connect. Maintain a log of temporarily available parking spaces for resident guests and visitor use. Manage and keep a status log for all rental storage lockers. Maintain complete knowledge of and comply with HOA’s policies and procedures. Maintain fresh, organized workstations with necessary supplies throughout shift and administer cleanliness of building entrance and lobby. Maintain current vendor information to accommodate all resident requests. Generate confirmation letters based on departmental standards and deliver to residents upon completion of each coordinated arrangement. Make accurate timekeeping and payroll entries each day in accordance with company policy. Ensure uniform and personal appearance are clean and professional at all times while maintaining a pleasant demeanor. Demonstrate consistent effective written, verbal and listening communication skills. Demonstrate problem‑solving abilities independently and responsibly. Have the ability to quickly adapt to change both in client needs and policies and procedures implemented by management and the HOA Board. Able to work independently and as a team and prioritize daily workload efficiently and professionally. Receptive to receiving constructive feedback regarding personal performance for professional development. Work effectively with co‑workers, residents and others by sharing ideas constructively and positively; listen to and objectively consider ideas and suggestions; keep commitments and keep others well informed of progress, timetables and issues; address problems and issues constructively to find mutually acceptable practical solutions; address others by name or title respectfully. Skills & Qualifications Proficient in written and verbal English. Second language helpful (Spanish, French, Mandarin, Japanese, Farsi, Persian). Strong general math skills. Education & Experience High school diploma or equivalency required. College level courses in business or hospitality preferred. Physical Requirements & Working Environment 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 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. Full‑time position where schedule may change based on business needs and may include weekends, evenings and holidays. 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. 401(k) 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. 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. 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