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. In addition, 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.
Thoroughly and efficiently gather information from residents, board members, and vendors, accessing 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.
Assit 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, an 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 inquires and issues, and maintain a specified level of 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.
Must have strong proficiency in Windows and Microsoft Office, (Outlook, Word, OneNote, Teams, and Excel, etc.)
Real estate experience a plus.
Knowledge, Skills & Proficiencies
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.
Must have a strong work ethic and be detail-oriented 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.
Ability to accept feedback and apply feedback 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
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.
Albe to follow instructions and handle occasional stress on the job.
Occasionally reaches at or above the shoulder height.
Ability to talk on the pone 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 and EEO Statements 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. Candidates requiring an alternative selection process or a reasonable accommodation may make a request through our designated contact channel national_recruiting@fsresidential.com. 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.
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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. In addition, 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.
Thoroughly and efficiently gather information from residents, board members, and vendors, accessing 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.
Assit 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, an 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 inquires and issues, and maintain a specified level of 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.
Must have strong proficiency in Windows and Microsoft Office, (Outlook, Word, OneNote, Teams, and Excel, etc.)
Real estate experience a plus.
Knowledge, Skills & Proficiencies
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.
Must have a strong work ethic and be detail-oriented 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.
Ability to accept feedback and apply feedback 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
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.
Albe to follow instructions and handle occasional stress on the job.
Occasionally reaches at or above the shoulder height.
Ability to talk on the pone 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 and EEO Statements 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. Candidates requiring an alternative selection process or a reasonable accommodation may make a request through our designated contact channel national_recruiting@fsresidential.com. 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.
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