Resident Support Services Agent
3 days ago
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.  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 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. Maintain a balance between company policy and customer benefit in decision-making. Handles 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. Coordinate: Assessment and late fees – waive late fees, if appropriate. Move in/out – scheduling – including making special arrangements. Clubhouse and party room reservations. Elevator reservation - including making special arrangements. City inspections – including making special arrangements. Assist with providing resale documents.  Assist with homeowner document requests.  Create and close work orders.  Additional assignments and duties may be assigned from time to time.   Additional Duties: Must maintain regular and punctual attendance to required shifts, meetings, training, and related employment engagements to support position responsibilities and duties. Any alterations to the required schedule must be reviewed and approved, in advance by your supervisor. Practice and adhere to FirstService 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 meet deadlines.  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. May participate in any variety of meetings and work groups to integrate activities, communicate issues, obtain approvals, resolve inquiries and issues, and maintain a specified level of knowledge about new developments, requirements, policies, and regulatory guidelines.  Skills & Qualifications: Associates degree with concentration in business preferred, or equivalent combination of education and experience. Three (3) to Five (5) plus years of related work experience. Computer literacy: Intermediate proficiency in Microsoft Windows software. Must possess strong administrative background. Strong working knowledge of customer service principles and practices. Excellent interpersonal, office management and communications skills. Self-starter with excellent communication, interpersonal and customer service and telephone skills.  Physical Requirements: Able to maintain focus despite numerous interruptions and surrounding conversations. Able to lift 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 coordination. Able to squat, kneel, stoop to floor level, walk, and occasionally climb. Skilled in effective verbal communication and articulating ideas clearly. Able to see objects closely to print; read instructions and recognize numerals. Able to disseminate colors. Able to sit at a desk for extended periods of time. Working on a computer throughout the day (monitor, keyboard, and mouse use) Able to concentrate without interruptions. Able to follow instructions and handle occasional stress on the job. Occasionally reaches at or above the shoulder height. Ability to talk on the phone and work on a computer for long periods of time. Ability to work extended/flexible hours occasionally.   Supervisory Responsibilities  No supervisory responsibilities   Additional Information  Schedule: Monday-Friday 8:00am – 5:00pm   What We Offer:  As a full-time associate, you will be eligible for full comprehensive benefits to include your choice of multiple medical plans, dental, and vision. In addition, you will be eligible for time off benefits, paid holidays, and a 401k with company match. Occasional travel may be required to attend training and other company functions.   Compensation: $19.00 per hour   Disclaimer Statement  This is not an all-inclusive job description; therefore, management has the right to assign or reassign schedules, duties, and responsibilities to this job at any time.  #LI-XM1
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