Resident Relations Supervisor

Overview

The Resident Relations Supervisor is responsible for overseeing the daily activities of the Front Desk Team in addition to assisting Management in executing "Five-Star" service excellence to its residents. The role requires excellent interpersonal communication, organizational skills, and a "can do" attitude. The successful candidate must understand and adopt all community management tools (communications mediums, Connect, Access Control, Security, etc.) on a daily basis to enhance the lifestyle of every resident.

The position is detail-oriented, multitasking, and requires working independently and with supervision from the AGM/GM.

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

• Supervise front desk operations including telephone, email, clerical activities, and resident interface.
• Answer customer service calls/emails and provide assistance and follow‑up as appropriate.
• Understand community guidelines and refer to governing document resources.
• Collect work orders/project proposals as assigned by Management.
• Inspect the community consistently for violations of community rules.
• Identify, input, distribute, and follow‑up on violations.
• Conduct resident verification and complete new owner orientations.
• Use and maintain First Service Residential Connect system (resident database, community calendars, community website, work order, violation tools, task logs, etc.).
• Issue and monitor access fobs and maintain access databases.
• Coordinate resident facility rentals, including application processing, event setup, monitoring, inspections, and deposit handling.
• Accept and process revenue from facility rentals, access device purchases, etc.
• Coordinate vehicle safelists.
• Assist owners with general assessment billing questions, payment options, and ACH setup.
• Maintain lost and found depository.
• Meet with Management to discuss Board projects or procedural updates.
• Handle all functions outlined in the procedural manual.
• Provide general administrative support to Management or perform other general office duties.
• Deliver onboarding training for all new Resident Relations Specialists.
• Inspect onsite facilities throughout the shift to ensure proper maintenance, safety, and cleanliness.
• Assist management with investigations, and tape/log reviews for property incidents.
• Review and approve RRS’s daily shift checklist and shift notes.
• Respond to and document resident concerns and complaints in a timely manner before escalation to management.
• Monitor Electronic Security Control for Club facilities.
• Issue access fobs for resident use of community facilities.
• Resolve and follow‑up on all client complaints/issues quickly and thoroughly.
• Document and maintain daily activity logs and report back to management for review and action if needed.
• Efficiently fulfill resident requests.
• Accurately input work orders for service requests in a timely manner and follow up with Manager and resident at completion.
• Assist with the planning and implementation of Community Lifestyle events and activities.
• Follow safety procedures and maintain a safe work environment for all.
• Comply with service expectations, company standards, policies and procedures.
• Supervise the team to ensure associates take breaks and lunches according to HR policies, procedures, and Nevada state laws.

• High school diploma or equivalency required. College-level courses in Business or Hospitality preferred.
• Two to three years of Business/Hospitality experience preferred.
• Past Resident Services, Customer Service, and/or Hospitality LEAD experience required.
• Highly organized, detail-oriented, and possesses a "can do" team player attitude.
• Excellent communication, customer service, written, verbal, and listening skills.
• Proficient in MS Office and willing to learn…