Resident Services Specialist

Job Overview

The Resident Services 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 Services Specialist may occasionally log and document residents’ calls if necessary or directed by management.

• 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 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. Handles 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.
• Coordinate:
  • Assessment and late fees – waive late fees, if appropriate.
  • Move in/out – scheduling – including making special arrangements.
  • Clubhouse and party room reservations.
  • Elevator reservation - including making special arrangements.
  • City inspections – including making special arrangements.
  • Assist with providing resale documents.
  • Assist with homeowner document requests.
  • Create and close work orders.
• Additional assignments and duties may be assigned from time to time.
• Prepare for annual meetings, monthly board meetings, and special meetings; attend if requested.

• Must maintain regular and punctual attendance to required shifts, meetings, training, and related employment engagements to support position responsibilities and duties. Any alterations to the required schedule must be reviewed and approved, in advance, by your supervisor.
• Practice and adhere to First Service 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 meet deadlines.
• 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.
• May participate in any variety of meetings and work groups to integrate activities, communicate issues, obtain approvals, resolve inquiries and issues, and maintain a specified level of knowledge about new developments, requirements, policies, and regulatory guidelines.

• Associate degree in business or related field preferred, or equivalent combination of education and experience.
• 2‑3 years of customer service experience in a service industry setting.
• Must have strong proficiency in Windows and Microsoft Office (Outlook, Word, One Note, Teams, and Excel, etc.).
• Real estate experience a plus.

As a full‑time non‑exempt associate, you will be eligible for full…