Resident Services Specialist

Description

Job Overview:

The Resident Support Specialist will provide residents, board members, managers, and vendors with information in response to inquiries, concerns, and requests about products and services. In addition, the Resident Services Specialist will resolve account questions, complaints, errors, billing, and other queries. The Resident Support Specialist may occasionally log and document residents’ calls if necessary or directed by management. 

Job Responsibilities

The job duties listed are typical examples of the work performed by positions in this job classification. Not all duties assigned to every position are included. 

• Professionally handle incoming requests from residents, board members, vendors, managers, and regional directors and ensure that issues are resolved both promptly and thoroughly. 
• Collaborate directly with property managers, regional directors, internal departments, and associates to ensure a timely resolution of all inquiries. 
• Document the appropriate resolution of all interactions within the appropriate systems and applications. 
• Resolve all open inquiries within prescribed timelines while meeting all key performance indicators. 
• Thoroughly and efficiently gather information from residents, board members, and vendors, access their accounts and evaluate their needs, educate them where applicable to prevent the need for future contacts, and document interactions through contact tracking. 
• Provide quality service and support in a variety of areas. 
• Review and close all homeowner service tickets and open calls in Connect or appropriate system that are not specifically awaiting a Community Association Manager's response. 
• Maintain an open line of communication with property managers, regional directors, and internal departments and associates. 
• Maintain a balance between company policy and customer benefit in decision-making. Handle issues in the best interest of both customer and company. 
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience. 
• Work cross-functionally to effectively solve client-facing problems. 
• Assist residents and triage inquiries including but not limited to:
• Account/Contact Updates
• Account Balance/Ledgers
• Resale Process
• Document/Form Requests
• Architectural Modifications Requests
• Compliance
• Access Control
• Complaints/Disputes
• Work Orders
• Additional assignments and duties may be assigned from time to time.
  
  

Skills & Qualifications

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.

• Practice and adhere to FirstService Residential Global Service Standards.
• Conduct business at all times 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.
  
  

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.

• Interact effectively, communicate clearly, and understand meeting the needs of others.
• Excellent organization, planning, motivation, and interpersonal skills.
• Critical thinking, complex problem-solving, judgment, and decision-making ability.
• Must have a strong work ethic and be detail-oriented with excellent multitasking skills.
• Ability to prioritize work, meet deadlines, and work well under pressure.
• Ability to work with sensitive or confidential information.
• Ability to work in a team environment as well as independently and be self-driven.
• Ability to accept feedback and apply feedback to work.
• Ability to learn and navigate new technology platforms.
• Ability to work independently with integrity.
  
  

Education & Experience

• Associate degree in business or related field preferred, or equivalent combination of education and experience.
• 2+ years of customer service experience in a service industry setting.
• Must have strong proficiency in Windows and Microsoft Office, (Outlook, Word, OneNote, Teams, and Excel, etc.).
• Real estate experience a plus.
  
  

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.

• Position involves sitting, standing, stooping, kneeling, pushing, shoving, lifting, carrying and moving objects that can weigh up to 25 lbs or more following appropriate safety procedures. This movement can occur throughout the day. Must also be able to climb several flights of stairs if necessary.
• Must be able to sit and 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 faxes 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.
• Capable of working extended hours, to include evenings, weekends and holidays as necessary.
• This position may alternate between working indoors in a controlled climate and with proper lighting, to an outdoors setting with variable climate and lighting.
• Must be able to interact with all types of individuals, be mentally alert, detail oriented, and with good reasoning skills.
• Must be able to work on more than one assignment at a time with frequent interruptions, changes and delays. Must be able to remain focused and work effectively, efficiently, and cheerfully under such circumstances. For safety reasons, employee must remain alert to working conditions and aware of safety, health, and environmental concerns.
• Must be able to work effectively and cheerfully in an environment which may be stressful due to adversarial situations resulting from the proper performance of duties
  
  

Tools & Equipment Used

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

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.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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 [email protected].

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 [email protected]; we will respond in accordance with Local Law 144, within 30 days.