Resident Services Specialist
FirstService Residential, Florida, NY, United States
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.
Responsibilities
Professionally handle incoming requests from residents, board members, vendors, managers, and regional directors to ensure prompt and thorough resolution.
Collaborate directly with property managers, regional directors, internal departments, and associates to achieve timely resolution of all inquiries.
Document the appropriate resolution of all interactions within the designated 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, evaluate their needs, educate them 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 open communication with property managers, regional directors, internal departments, and associates.
Maintain a balance between company policy and customer benefit in decision‑making, handling 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.
Coordinate move‑in/move‑out scheduling, including making special arrangements.
Skills & Qualifications
Maintain regular and punctual attendance to required shifts, meetings, training, and related engagements.
Practice and adhere to FirstService Residential Global Service Standards.
Conduct business with the highest standards of personal, professional, and ethical conduct.
Perform or assist with any operations 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 a range of special projects, tasks, and related duties as assigned.
Participate in meetings and work groups to integrate activities, communicate issues, obtain approvals, resolve inquiries, and maintain knowledge of new developments, requirements, policies, and regulatory guidelines.
Benefits As an associate, you will be eligible for comprehensive benefits including multiple medical plans, dental, and vision coverage. Additional benefits include time‑off, paid holidays, and a 401(k) with company match.
Legal and Compliance The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not intended to be a comprehensive inventory of all duties, responsibilities, and qualifications required. Management reserves the right to assign or reassign schedules, duties, and responsibilities at any time.
Automated Employment Decision Tool (AEDT) Usage: We may use an AEDT to objectively evaluate candidate qualifications.
Alternative Selection Process or Reasonable Accommodations: Candidates requiring reasonable accommodation may request through national_recruiting@fsresidential.com.
Requesting Information About the AEDT – NYC Local Law 144: Candidates in New York City may request information about the AEDT; inquiries should be sent to national_recruiting@fsresidential.com and will be responded to within 30 days.
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Responsibilities
Professionally handle incoming requests from residents, board members, vendors, managers, and regional directors to ensure prompt and thorough resolution.
Collaborate directly with property managers, regional directors, internal departments, and associates to achieve timely resolution of all inquiries.
Document the appropriate resolution of all interactions within the designated 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, evaluate their needs, educate them 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 open communication with property managers, regional directors, internal departments, and associates.
Maintain a balance between company policy and customer benefit in decision‑making, handling 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.
Coordinate move‑in/move‑out scheduling, including making special arrangements.
Skills & Qualifications
Maintain regular and punctual attendance to required shifts, meetings, training, and related engagements.
Practice and adhere to FirstService Residential Global Service Standards.
Conduct business with the highest standards of personal, professional, and ethical conduct.
Perform or assist with any operations 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 a range of special projects, tasks, and related duties as assigned.
Participate in meetings and work groups to integrate activities, communicate issues, obtain approvals, resolve inquiries, and maintain knowledge of new developments, requirements, policies, and regulatory guidelines.
Benefits As an associate, you will be eligible for comprehensive benefits including multiple medical plans, dental, and vision coverage. Additional benefits include time‑off, paid holidays, and a 401(k) with company match.
Legal and Compliance The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not intended to be a comprehensive inventory of all duties, responsibilities, and qualifications required. Management reserves the right to assign or reassign schedules, duties, and responsibilities at any time.
Automated Employment Decision Tool (AEDT) Usage: We may use an AEDT to objectively evaluate candidate qualifications.
Alternative Selection Process or Reasonable Accommodations: Candidates requiring reasonable accommodation may request through national_recruiting@fsresidential.com.
Requesting Information About the AEDT – NYC Local Law 144: Candidates in New York City may request information about the AEDT; inquiries should be sent to national_recruiting@fsresidential.com and will be responded to within 30 days.
#J-18808-Ljbffr