Resident Services Specialist

Description

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.

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 Connector 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 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.

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 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 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,skilland/or ability required.

• Interac…