Resident Support Services Specialist

Job Overview

The Resident Support Specialist will provide residents, board members, and vendors with the highest level of service excellence by responding to inquiries, concerns, and requests about products and services. The Resident Experience Specialist will resolve complaints, errors, account questions, billing, and other queries. All communications will be handled with urgency, quality, and utmost customer satisfaction as defined by First Service Residential.

$22–25 per hour. First Service Residential will compensate the successful candidate in accordance with the posted range. The salary or wage paid will be commensurate with experience, education, and specific job responsibilities. For positions designated at a client’s property, the base pay will also be premised upon the client’s directive. The base pay range is subject to change and may be modified in the future.

• Professionally handle incoming requests from residents, board members, and vendors, ensuring issues are resolved promptly and thoroughly.
• Collaborate directly with Community Managers, Regional Directors, internal departments, and the National Customer Care Center to ensure timely resolution of all inquiries.
• Document resolution of all interactions within the appropriate systems and applications.
• Resolve all inquiries within designated SLA‑s.
• Meet or exceed KPI‑s designated by management.
• Gather information from residents, board members, and vendors, access their accounts, evaluate their needs, educate them to prevent future contacts, and document interactions through contact tracking.
• Provide service excellence, empathetic communication and support in a variety of areas.
• Review and close all resident service tickets and open calls in Connect that are not specifically awaiting a Community Manager response.
• Log and document resident calls if necessary or directed by management.
• 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 experience.
• Work cross‑functionally to effectively solve client‑facing issues.

• Assessment and late fees – waive late fees if appropriate.
• Move‑in/out scheduling – including making special arrangements.
• Clubhouse and party room reservations.
• Elevator reservations – including making special arrangements.
• Assist realtors and sellers with ordering resale documents.
• Assist with homeowner document requests.
• Create and close work orders.
• Key fob replacement and access issues.
• Additional assignments and duties as may be assigned from time to time.

• Interact effectively, communicate clearly, and meet the needs of others.
• Excellent organization, planning, motivation, and interpersonal skills.
• Critical thinking, complex problem‑solving, judgment, and decision‑making ability.
• Strong work ethic and detail‑orientation 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.

• Associate’s degree in business or related field preferred, or equivalent combination of education and experience.
• 2–3 years customer service experience in a service industry setting.
• Strong proficiency in Windows and Microsoft Office (Outlook, Word, Excel, etc.).
• Ability to learn and navigate new technology platforms.
• Community Management or real‑estate experience a plus.

• Exposure to numerous interruptions and surrounding conversations.
• Able to lift up to 35 pounds.
• Ability to multi‑task.
• Able to use hands and arms for calculating, typing, grasping, pulling, etc.
• Able to perform tasks requiring eye–hand contact.
• Able to speak clearly and be understood.
• Able to see objects closely to print; read instructions and recognize numerals.
• Able to concentrate without interruptions.
• Able to follow instructions and handle occasional stress on the job.
• Occasionally reach at…