Community Service Specialist
FirstService Residential, Kansas City, Missouri, United States, 64101
The Company:
As the leading residential property management company in North America, we work hard to help communities thrive. Our dedication, responsiveness and integrity are why thousands of communities across the U.S. and Canada choose FirstService Residential to manage their properties. For more than four decades, communities have counted on FirstService Residential for their Missouri property management needs.
Job Overview The Community Support Specialist will provide residents, board members, managers, and vendors with information in response to inquiries, concerns, and requests about products and services. The Community Services Specialist will resolve account questions, complaints, errors, billing, and other queries. The Community Services Specialist may occasionally log and document residents’ calls if necessary or directed by management.
Essential Duties
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.
Gather information from residents, board members, and vendors, access their accounts, educate them where applicable to prevent 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.
Balance 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’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.
Prepare for annual meetings, monthly board meetings, and special meetings; attend if requested.
Additional Duties
Must maintain regular and punctual attendance to required shifts, meetings, training, and related employment engagements; 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 meetings and work groups to integrate activities, communicate issues, obtain approvals, resolve inquiries and issues, and maintain knowledge about new developments, requirements, policies, and regulatory guidelines.
Education & Experience
Associates degree in business or related field preferred, or equivalent combination of education and experience.
2-3 years of customer service experience in a service industry setting.
Strong proficiency in Windows and Microsoft Office (Outlook, Word, OneNote, Teams, Excel, etc.).
Real estate experience is a plus.
Knowledge, Skills & Proficiencies 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.
Interact effectively, communicate clearly, and understand meeting the needs of others.
Excellent organization, planning, motivation, and interpersonal skills.
Critical thinking, complex problem-solving, judgment, and decision-making ability.
Strong work ethic, attention to detail, and 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.
Ability to accept feedback and apply it to work.
Ability to learn and navigate new technology platforms.
Ability to work independently with integrity.
Tools And Equipment Used
Computer (MS Office, FirstService Connect, Zendesk) Teams, Smartsheet, Smartwebs
Telephone/Cell Phone
Copy/Scanner/Fax Machine/Postage Machine/Shredder/Laminator
Physical Requirements The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job.
Ability to maintain focus despite numerous interruptions and surrounding conversations.
Ability 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 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.
Ability 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.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Hours over and above normal office hours will occur, including evenings, holidays, and some weekends. Schedule is subject to change based on business needs.
Travel Local travel to work assignments in the Kansas City Metropolitan area. May require meetings at other FirstService Residential offices in Canada and US.
What We Offer As a full-time, non-exempt associate, you will be eligible for full comprehensive benefits to include your choice of multiple medical plans, dental, vision, and more. In addition, you will be eligible for time off benefits, paid holidays and a 401k with company match.
Compensation:
$20.00 per hour
Disclaimer The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. 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.
AEDT Usage:
We may utilize an Automated Employment Decision Tool (AEDT) in connection with the assessment or evaluation of candidates. The AEDT is designed to assist in objectively evaluating candidate qualifications based on specific job-related characteristics.
Job Qualifications and Characteristics Assessed:
The AEDT evaluates candidates based on job qualifications and characteristics pertinent to the role, including skills, experience, and competencies relevant to the position requirements. These qualifications are determined by the unique needs of each role within our company.
Alternative Selection Process or Reasonable Accommodations:
Candidates who require an alternative selection process or a “reasonable accommodation,” as defined under applicable disability laws, may make a request through our designated contact channel national_recruiting@fsresidential.com.
Requesting Information About the AEDT - NYC Local Law 144:
Candidates who reside in New York City and are subject to NYC Local Law 144 may request information about the AEDT, including details on the type of data collected, the sources of such data, and our data retention policies. To submit a request, please contact us at national_recruiting@fsresidential.com; we will respond in accordance with Local Law 144, within 30 days.
#J-18808-Ljbffr
As the leading residential property management company in North America, we work hard to help communities thrive. Our dedication, responsiveness and integrity are why thousands of communities across the U.S. and Canada choose FirstService Residential to manage their properties. For more than four decades, communities have counted on FirstService Residential for their Missouri property management needs.
Job Overview The Community Support Specialist will provide residents, board members, managers, and vendors with information in response to inquiries, concerns, and requests about products and services. The Community Services Specialist will resolve account questions, complaints, errors, billing, and other queries. The Community Services Specialist may occasionally log and document residents’ calls if necessary or directed by management.
Essential Duties
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.
Gather information from residents, board members, and vendors, access their accounts, educate them where applicable to prevent 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.
Balance 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’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.
Prepare for annual meetings, monthly board meetings, and special meetings; attend if requested.
Additional Duties
Must maintain regular and punctual attendance to required shifts, meetings, training, and related employment engagements; 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 meetings and work groups to integrate activities, communicate issues, obtain approvals, resolve inquiries and issues, and maintain knowledge about new developments, requirements, policies, and regulatory guidelines.
Education & Experience
Associates degree in business or related field preferred, or equivalent combination of education and experience.
2-3 years of customer service experience in a service industry setting.
Strong proficiency in Windows and Microsoft Office (Outlook, Word, OneNote, Teams, Excel, etc.).
Real estate experience is a plus.
Knowledge, Skills & Proficiencies 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.
Interact effectively, communicate clearly, and understand meeting the needs of others.
Excellent organization, planning, motivation, and interpersonal skills.
Critical thinking, complex problem-solving, judgment, and decision-making ability.
Strong work ethic, attention to detail, and 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.
Ability to accept feedback and apply it to work.
Ability to learn and navigate new technology platforms.
Ability to work independently with integrity.
Tools And Equipment Used
Computer (MS Office, FirstService Connect, Zendesk) Teams, Smartsheet, Smartwebs
Telephone/Cell Phone
Copy/Scanner/Fax Machine/Postage Machine/Shredder/Laminator
Physical Requirements The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job.
Ability to maintain focus despite numerous interruptions and surrounding conversations.
Ability 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 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.
Ability 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.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Hours over and above normal office hours will occur, including evenings, holidays, and some weekends. Schedule is subject to change based on business needs.
Travel Local travel to work assignments in the Kansas City Metropolitan area. May require meetings at other FirstService Residential offices in Canada and US.
What We Offer As a full-time, non-exempt associate, you will be eligible for full comprehensive benefits to include your choice of multiple medical plans, dental, vision, and more. In addition, you will be eligible for time off benefits, paid holidays and a 401k with company match.
Compensation:
$20.00 per hour
Disclaimer The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. 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.
AEDT Usage:
We may utilize an Automated Employment Decision Tool (AEDT) in connection with the assessment or evaluation of candidates. The AEDT is designed to assist in objectively evaluating candidate qualifications based on specific job-related characteristics.
Job Qualifications and Characteristics Assessed:
The AEDT evaluates candidates based on job qualifications and characteristics pertinent to the role, including skills, experience, and competencies relevant to the position requirements. These qualifications are determined by the unique needs of each role within our company.
Alternative Selection Process or Reasonable Accommodations:
Candidates who require an alternative selection process or a “reasonable accommodation,” as defined under applicable disability laws, may make a request through our designated contact channel national_recruiting@fsresidential.com.
Requesting Information About the AEDT - NYC Local Law 144:
Candidates who reside in New York City and are subject to NYC Local Law 144 may request information about the AEDT, including details on the type of data collected, the sources of such data, and our data retention policies. To submit a request, please contact us at national_recruiting@fsresidential.com; we will respond in accordance with Local Law 144, within 30 days.
#J-18808-Ljbffr