Resident Support Services Team Lead

Description

The Company
First Service 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 and dental coverage, career training, and support for continued professional development.

Experience being part of a high-performing team with a fulfilling career in property management with First Service Residential.

Job Responsibilities:

The Resident Support Services Team Lead is a key contributor, supporting the management oversight of the Resident Support Services (RSS) team. The role directly supports the company mission, objectives, and goals, and is responsible for the oversight of property management homeowner support services.

Essential Duties:

• Provide direct support and oversight to RSS team; conduct ongoing 1:1’s and check-ins as needed, training and development.
• Lead operation and implementation of work processes within the RSS team.
• Lead team meetings; creating and distributing meeting agendas and recap summary.
• Partner with RSS Manager and other leaders working cross functionally on execution of company priorities and initiatives that flow in part or in whole through the RSS team.
• Propose, implement, and manage administrative policies, standard operating procedures and performance metrics that will strengthen the RSS team and meet organizational and client objectives.
• In partnership with the Director of Operations & RSS Manager, engage, strategize, review and improve current procedures and policies, to enhance efficiencies and processes within the team
• Conduct annual performance reviews
• Work directly with escalated customer inquiries and/or complaints
• Work closely with the Connect team, CSS Teams and other support teams to ensure information and processes are followed closely by the support teams.
• Create and manages necessary accounts internally for new associations.
• Support the RSS team by professionally handling incoming requests to meet team SLA’s while ensuring a high level of customer service, as necessary

Additional Duties:

• 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 to meet schedules. Notify supervision of unusual equipment or operating problems and the need for additional materials 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.

Supervisory Responsibilities:

• Supervise RSS team
• Review and approve time-off requests
• Assign, monitor, and manage tasks and responsibilities
• Evaluate performance on a regular basis using Power
  
  BI dashboards and other performance reporting tools
• Review NPS weekly and monthly in conjunction with the RSS Manager.
• Assist in recruiting, interviewing, hiring, and training members of the team
• Provide coaching and disciplinary actions, as necessary
• Review daily and manage/approve team timecards in ADP

Education and Experience:

• 2 years of office management and previous supervisory experience
• High school diploma or GED required
• Associate’s or Bachelor’s degree in business field or property management and/or at least 4 of transferrable work experience preferred
• Basic proficiency in MS PowerPoint, Excel, and Word strongly preferred

Knowledge, Skills & Proficiencies:

To perform this job successfully, an individual must be able to perform each…