Office Manager

at  FirstService Residential

JOB OVERVIEW:

The Office Manager, under the direction and supervision of the Association Manager and FirstService Residential is responsible for supervising the daily operation of the Association. This includes but is not limited to running the Association office, responding to resident’s requests in a timely manner, ensuring compliance with the Association’s governing documents, coordinating a maintenance schedule (daily/quarterly/annual) and working with on-site staff. The Office Managers hours are Monday-Thursday 8:00 a.m.-2:30 p.m. plus attendance at monthly Board of Director’s meetings.

SKILLS & QUALIFICATIONS:

• Associate or bachelor’s Degree
• Previous Association Management experience or a general understanding of Condo Associations
• Excel, Outlook and Word experience
• Customer service focused and understands the value of a smile and positive interaction.
• Ability to work as a team and communicate with fellow team members: Association Manager, corporate support and vendors.
• Ability to multitask and prioritize duties
• Professional demeanor and collaborative attitude
• Proactive and deadline oriented
• Resourceful and decisive in handling of daily issues
• Articulate and can communicate clearly in writing and verbally
• Superior attention to detail, organizational and follow-up abilities
• Reliable, punctual and discreet

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.

• Standing, sitting, walking throughout the property, ability to lift/move up to 30 lbs., use of a keyboard

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 is primarily local and only necessary for training or meetings in the Twin Cities Metro area.

YOUR RESPONSIBILITIES:

The job duties listed are typical examples of the work performed by positions in this job classification. Not all duties assigned to every position are included, nor is it expected that all positions will be assigned every duty.

• Accountability for servicing customers with a focus on the values of FirstService Residential: Do What’s Right, Own It, Improve It, Aim High, Build Great Relationships, and Be Genuinely Helpful
• Must maintain regular and punctual attendance to required shifts, meetings, trainings and 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.

Communication with Homeowners about Building or Association Issues

• Foster a welcoming and friendly environment for residents, guests, staff, and vendors.
• The Office Manager is the central on-site contact for addressing homeowner questions and concerns and will answer all incoming calls and emails on a timely basis.
• Communicate with homeowners about activities in the building, which may affect them via Connect, Email, Phone, Posting signs in message board/bulletin board/elevator.
• Provide individualize communications to homeowners about pertinent matters.
• Ensure that on-site staff and contractors communicate with homeowners in a clear manner.

Manage Building Information

• Maintain all owner and renter information in Connect.
• Distribute memos, letters and weekly Newsletter via Connect.
• Create a weekly or month-end report as directed by the Association Manager.
• Maintain a calendar of building activity.
• Move-In, Move-Out Dates/Schedules: Coordinate move in of new tenants and support unit owner in assisting lessees as they acclimate to the Association, as per Rules and Regulations, electronic fob and garage card, etc.
• Maintain secure key entry system by keeping all key-records updated in the database and in the entry system.
• Ensure that information utilized by other staff is kept current

Oversee/Facilitate On-Site Staff (where applicable)

• Perform the role as team leader of staff.
• Ensure that employees have necessary tools, and access to necessary physical and informational resources to do their work.
• Conduct regular “check in “meetings with the on-site staff.
• Communicate new procedures/polices to staff.
• Ensure that staff procedures and performance are consistent with objectives of the Board of Directors, FirstService Residential management practices, and the rules of the Association.
• Coordinate appropriate coverage of Building for Caretaker/Maintenance for holiday, vacation or sick time.

Building Maintenance

• Maintain an annual maintenance calendar and update as needed. Review maintenance check lists with the Maintenance staff and Association Manager.
• Maintain Vendor List
• Gather detailed bids as directed by Associations Manager or Board for major non-recurring projects or for requested changes in recurring vendor contracts.
• Coordinate day-to-day building maintenance issues with staff and/or vendors and make sure that proper authorization for the job is acquired before starting the project.
• Write Work Orders for On-Site Maintenance Tasks
• Advise homeowners on issues of homeowner versus association expenses.
• Ensure cleanliness and condition of the building and the surroundings by walking the property interior and exterior weekly and initiating necessary action to correct conditions.
• Ensure compliance and safety as it pertains to all applicable procedures including building safety and emergency procedures.
• Conduct quarterly safety walk-throughs utilizing checklist and coordinate any issues with the corporate Safety Committee.
• Work with Association Manager on larger maintenance projects. Communicate deficiencies in need of attention.

Contact and Advise Contractors Serving the Association

• Advise contractors of homeowner versus association responsibility.
• Authorize appropriate work as directed by the Association Manager.
• Monitor contractor compliance with the Rules and Regulations
• Oversee work to its satisfactory completion. Advise the Association Manager when non-routine problems occur, or work is not satisfactorily completed.

Financial Management

• Submit charge forms to Association in a timely manner for charges and payments made by owners
• Review and approve vendor invoices in Avid
• Understand and review monthly financial reports
• Understand the annual budget and reserve plan
• Work with Association Manager to provide information for annual budgeting process

Organize Payroll for On-Site Employees

• Review hours submitted by building staff
• Oversee and approve payroll in ADP, make corrections when necessary.

Miscellaneous Duties/Projects

• Place orders for supplies and services needed for the Association.
• Create/maintain an effective filing system for the office and shared files.
• Work on miscellaneous projects, as necessary or as requested by Association Manager.
• Work on miscellaneous duties and tasks as necessary for proper operation of the building.

Security and Camera System

• Maintain secure key entry system and update key records in database and entry system. Know how to program electronic key fobs/garage devices with unit and/or resident identity.
• Be knowledgeable on how to disable, add, rename fobs and garage cards as needed.
• Order additional fobs and garage cards well in advance of running out
• Ensure performance of camera monitoring system and educate staff on system capabilities. Record incident retrievals.
• Use camera views to assist in managing the building and adjust views when necessary. Calibrate clocks on all cameras for accuracy.
• Prepare incident reports for incidents that take place in the building. Make sure on-site staff is trained to use the system to gather information and complete reports as needed. Take pictures of the incident scene as soon as possible.
• Contact the security companies when necessary for security system tweaking, and for questions, requests, and additional training.

Meetings

• Attend monthly Board meetings as well as the Annual meeting.
• Post approved agenda
• Draft meeting minutes if needed
• Follow up with Association Manager to coordinate action items.

Oversee Unit Leasing Compliance

• Distribute Leasing Requirements paperwork to those who may be moving in.
• Communicate with unit owners upon discovery of a resident who has leased a unit from an owner who has neglected to submit required paperwork.
• Coordinate move in of new tenant.

Additional Duties and Responsibilities:

• 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 to meet schedules. Notify supervision of unusual equipment or operating problems and the need for additional material and supplies.
• May participate in any variety of meetings and work groups to integrate activities, communicate issues, obtain approvals, resolve problems and maintain specified level of knowledge pertaining to new developments, requirements, policies, and regulatory guidelines.
• 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.

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.

• Standing, sitting, walking throughout the property, ability to lift/move up to 30 lbs., use of a keyboar