Resident Support Services
FirstService Residential, Irvine, CA, United States
Job Overview
The Resident Support Specialist will provide residents, board members, and vendors with the highest level of service excellence by providing information in response to inquiries, concerns and requests about products and services. The Resident Experience Specialist will resolve complaints, errors, account questions, billing, and other queries. It is the expectation that all communications will be handled with urgency, quality, and the utmost highest level of customer satisfaction as defined by FirstService Residential.
Compensation
$22-25/hr
Responsibilities
Professionally and with service excellence in mind, handle incoming requests from residents, board members, and vendors and ensure that issues are resolved both promptly and thoroughly.
Collaborate directly with Community Managers, Regional Directors, internal departments and National Customer Care Center to ensure timely resolution of all inquiries.
Document resolution of all interactions within the appropriate systems and applications.
Resolve all inquiries within designated SLA‑s.
Meet or exceed KPI‑s designated by management.
Thoroughly and efficiently gather information from residents, board members, and vendors, access their account and evaluate their needs, educate them where applicable to prevent the need for future contacts and document interactions through contact tracking.
Provide service excellence, empathetic communication and support in a variety of areas.
Review and close all resident service tickets and Open Calls in Connect that are not specifically awaiting a Community Manager response.
The Resident Experience Specialist may occasionally log and document residents‑calls if necessary or directed by management.
Maintain a balance between 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 issues.
Coordinate Tasks
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.
Assist realtors and sellers ordering resale documents.
Assist with homeowner document requests.
Create and close work orders.
Key fob replacement and access issues.
Additional assignments and duties as may be assigned from time to time.
Skills & Qualifications
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.
Education & Experience
Associate’s degree in business or related field preferred, or equivalent combination of education and experience.
2–3 years customer service experience in a service industry setting.
Must have strong proficiency in Windows and Microsoft Office (Outlook, Word, Excel, etc.).
Ability to learn and navigate new technology platforms.
Community Management or real estate experience a plus.
Physical Requirements
Exposure to numerous interruptions and surrounding conversations.
Able 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 contact.
Able to speak clearly and make self‑understood.
Able to see objects closely to print; read instructions and recognize numerals.
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 period of times.
Ability to work extended/flexible hours and weekends occasionally.
Tools & Equipment Used
Computer (MS Office, FSR Connect).
Experience with the Zendesk platform a plus.
Telephone/Cell Phone.
Copy/Scanner/Fax Machine.
Benefits
Medical, dental, and vision plans (full time and those working 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.
Tuition reimbursement.
Legal services.
Free emotional wellbeing and daily life assistance support for all associates.
Domestic partner coverage.
Health savings account.
Flexible spending account.
EEO Statement
FirstService Residential is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status.
Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with federal and state laws, as well as applicable local ordinances. All offers of employment with FirstService Residential are contingent upon a satisfactory background check.
Compliance
Automated Employment Decision Tool (AEDT) Usage: We may utilize an 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.
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.
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The Resident Support Specialist will provide residents, board members, and vendors with the highest level of service excellence by providing information in response to inquiries, concerns and requests about products and services. The Resident Experience Specialist will resolve complaints, errors, account questions, billing, and other queries. It is the expectation that all communications will be handled with urgency, quality, and the utmost highest level of customer satisfaction as defined by FirstService Residential.
Compensation
$22-25/hr
Responsibilities
Professionally and with service excellence in mind, handle incoming requests from residents, board members, and vendors and ensure that issues are resolved both promptly and thoroughly.
Collaborate directly with Community Managers, Regional Directors, internal departments and National Customer Care Center to ensure timely resolution of all inquiries.
Document resolution of all interactions within the appropriate systems and applications.
Resolve all inquiries within designated SLA‑s.
Meet or exceed KPI‑s designated by management.
Thoroughly and efficiently gather information from residents, board members, and vendors, access their account and evaluate their needs, educate them where applicable to prevent the need for future contacts and document interactions through contact tracking.
Provide service excellence, empathetic communication and support in a variety of areas.
Review and close all resident service tickets and Open Calls in Connect that are not specifically awaiting a Community Manager response.
The Resident Experience Specialist may occasionally log and document residents‑calls if necessary or directed by management.
Maintain a balance between 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 issues.
Coordinate Tasks
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.
Assist realtors and sellers ordering resale documents.
Assist with homeowner document requests.
Create and close work orders.
Key fob replacement and access issues.
Additional assignments and duties as may be assigned from time to time.
Skills & Qualifications
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.
Education & Experience
Associate’s degree in business or related field preferred, or equivalent combination of education and experience.
2–3 years customer service experience in a service industry setting.
Must have strong proficiency in Windows and Microsoft Office (Outlook, Word, Excel, etc.).
Ability to learn and navigate new technology platforms.
Community Management or real estate experience a plus.
Physical Requirements
Exposure to numerous interruptions and surrounding conversations.
Able 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 contact.
Able to speak clearly and make self‑understood.
Able to see objects closely to print; read instructions and recognize numerals.
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 period of times.
Ability to work extended/flexible hours and weekends occasionally.
Tools & Equipment Used
Computer (MS Office, FSR Connect).
Experience with the Zendesk platform a plus.
Telephone/Cell Phone.
Copy/Scanner/Fax Machine.
Benefits
Medical, dental, and vision plans (full time and those working 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.
Tuition reimbursement.
Legal services.
Free emotional wellbeing and daily life assistance support for all associates.
Domestic partner coverage.
Health savings account.
Flexible spending account.
EEO Statement
FirstService Residential is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status.
Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with federal and state laws, as well as applicable local ordinances. All offers of employment with FirstService Residential are contingent upon a satisfactory background check.
Compliance
Automated Employment Decision Tool (AEDT) Usage: We may utilize an 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.
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.
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