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.

• 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.
• Gather information from residents, board members, and vendors, access their accounts, 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 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.
• Balance company policy with customer benefit in decision-making and 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 experience.
• Work cross-functionally to effectively solve client-facing problems.
• Coordinate with teams on exceptions and scheduling, including moves, clubhouse reservations, elevator reservations, city inspections, and related arrangements.
• Assist with providing resale documents and homeowner document requests.
• Create and close work orders.
• Prepare for and participate in annual and monthly meetings as requested.
• Maintain regular and punctual attendance; adhere to shifts, meetings, training, and related employment engagements. Any schedule alterations must be approved in advance by a supervisor.
• Practice and adhere to First Service Residential Global Service Standards and conduct business with high professional and ethical standards.
• Perform operations as required to maintain workflow and meet deadlines; follow all safety precautions and policies.
• Perform any range of special projects and duties as assigned.

• 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.
• Strong proficiency in Windows and Microsoft Office (Outlook, Word, One Note, Teams, Excel, etc.).
• Real estate experience a plus.
• Effective communication and the ability to understand and meet the needs of others.
• Excellent organization, planning, motivation, and interpersonal skills.
• Critical thinking and problem-solving abilities with sound judgment.
• Detail-oriented, able to multitask and prioritize under pressure.
• Ability to handle sensitive or confidential information and work both independently and in a team.
• Willingness to accept feedback and adapt; ability to learn new technology platforms.

As a full-time non-exempt associate, you will be eligible for comprehensive benefits including medical, dental, and vision plans, time off benefits, paid holidays, and a 401(k) with company match. Occasional travel may be required to attend training and other company functions.

Compensation: $21 / hour