Resident Services Associate Position

Job Overview

The Resident Services Associate serves as the ambassador to all resident first impressions with the FirstService Residential team on behalf of the community of Rancho Mission Viejo. This position will primarily provide exceptional customer service in serving residents of this community as part of the front desk team. Possesses strong communication, telephone, and customer service skills.

Responsibilities

• High-level front-end concierge services to the residents of the community to provide a quality community lifestyle experience.
• Responds to residents in a professional, courteous and timely manner, without exception.
• Ensures that the telephone is answered professionally, and messages are handled courteously, accurately and in a timely manner.
• Assist residents with the amenity reservation process and service requests.
• Assist with facility management responsibilities that include but not limited to; monitoring of service providers/contractors and all facility operations.
• Respond to homeowner inquiries regarding facility usage and maintenance concerns.
• Receive and inspect materials delivered for various project to ensure quality and quantities of material and notify the applicable responsible party.
• Assist in vendor and sub-contractor performance and act on any concerns or issues as directed by the Resident Services Manager, Operations Manager, and/or General Manager.
• Attend and participate in designated meetings or functions as requested by the Resident Services Manager, Operations Manager, and/or General Manager.
• Positively collaborate and assist with all RanchLife and RanchRide activities and/or events as it relates to facility readiness for the activity and/or event to take place; this position will also be asked to staff various community activities and/or events as needed.
• Anticipates and improves services and/or facilities by obtaining and evaluating resident observations, and feedback.
• Tracks accomplishments and challenges, constantly evaluating the service levels.
• Improves services by obtaining and evaluating resident observations opinions, and criticisms.
• Initiate the preparation of activity logs, incident reports, Management Reports and any other documentation that may be required for risk management or mandated by governing agencies and submit to the Resident Services Manager, Operations Manager, and/or General Manager review/approval.
• Assists in investigations and tape/log reviews for any unusual incidents.
• Other duties as assigned.

Requirements

• An ability to follow oral and written directions, keep accurate records, fill out logs and journals, and perform administrative operational functions.
• Works effectively with co-workers, clients, vendors, and others by sharing ideas in a constructive and positive manner; able to address problems and issues constructively to find mutually acceptable and practical business solutions.
• Strong ethical practices.
• This position will require a schedule that includes working on all weekends. Schedule is subject to change based on business needs.
• Proficient in speaking, reading and writing English as this position requires interfacing verbally with the public, tenants, peers and supervisors.
• Bilingual Spanish, desirable.
• General math skills.
• Ability to determine next level involvement for problem resolution.
• Must demonstrate good judgment.
• Must be able to work well under pressure and deadlines, as well as work independently and prioritize time effectively.
• Ability to make decisions and solve problems creatively.
• Practice and adhere to FirstService Residential global service standards.
• Conduct business at all times with the highest standards of personal, professional and ethical conduct.
• 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.
• Must model positive attitude and customer service skills when communicating with our clients and associates.
• Strong verbal and written communication skills.
• Ensure confidentiality between FirstService Residential, Board Members, homeowners and staff.
• Enforce all rules, regulations and policies as established by the Board of Directors.
• Must be well groomed and maintain a professional demeanor at all times.
• Must have outstanding administrative and organizational skills, with the ability to perform multiple tasks at the same time.
• Must be able to research information from the internet or other appropriate resources in a time efficient manner.
• Must be able to identify priorities and implement efficiencies.
• Must be able to keep commitments; keep others informed of work progress, timetables and issues; address problems and issues constructively to find mutually acceptable and practical business solutions.
• Address others by name, title or other respectful identifier, and; respecting the diversity of our workforce in actions, words and deeds.

Education & Experience

• Must have previous experience in front end customer service in property management, concierge services in hospitality or other like industries.
• At least 2 years of experience working with a 55+ demographic is desirable.
• Certification in CPR and First Aid is desirable.
• Completion of College level courses with concentration in Business, Hospitality or Management is desirable.

Physical Requirements and Working Environment

• Must be able to sit and/or stand for extended periods of time.
• Must be able to lift up to 35 pounds to support community events and activities set up and tear down.
• Must have finger dexterity for use of a keyboard.
• Must be able to handle pressure and stress related to the job.
• Must work effectively with co-workers, clients and others by sharing ideas in a constructive and positive manner; listening to and objectively considering ideas and suggestions from others; keeping commitments; keeping others informed of work progress, timetables and issues; addressing problems and issues constructively to find mutually acceptable and practical business solutions; and; respecting the diversity of our workforce in actions, words and deeds.
• The work environment characteristics are small office conditions at an onsite facility.
• Occasional evening and weekend meetings/events will be required.
• Consistent and regular attendance required.
• Hours over and above normal office hours will occur, including evenings, holidays, and some weekends. This position will require a schedule that includes working on all weekends. Schedule is subject to change based on business needs.

Tools & Equipment Used

• General office equipment
• Valid California State Driver's License and state mandated insurance.

What We Offer

• Medical, dental, and vision plans (full time and part time 30+ hours)
• Part time 20+ hours qualify for dental and vision
• 401K match
• Time off including vacation, sick, and company paid holidays
• Pet insurance available
• Verizon discount
• Tuition reimbursement
• Legal services
• Free emotional wellbeing and daily life assistance support for all associates
• Domestic partner coverage
• Health savings account
• Flexible spending account

About Us

FirstService Residential transforms the property management landscape by providing professional association management services to over 9,000 residential communities across the United States and Canada. Our dedication to associate satisfaction and growth is recognized by our Great Place to Work certification, exemplifying our commitment to fostering a positive and inclusive workplace culture. Our 19,000 associates can count on competitive salaries, top-tier medical, dental, and retirement benefits, career training, and support for continued professional development.

Experience exceptional service with a fulfilling career in property management with FirstService Residential.

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