Resident Relations Supervisor

at  FirstService Residential

JOB OVERVIEW:

The Resident Relations Supervisor is responsible for overseeing the daily activities of the Front Desk Team in addition to assisting the General Manager (GM) in executing “Five-Star” service excellence to its residents. The Resident Relations Supervisor is customer focused with excellent interpersonal communication and organizational skills and has a “can do” attitude. The successful candidate must understand and adopt all community management tools (communications mediums, Connect, Access Control, Security etc.) on a daily basis to enhance the lifestyle of every resident.
The Resident Relations Supervisor must be detail oriented and have the ability to multitask several projects at one time. The successful candidate should be able to work independently and without direct supervision. In addition, the Resident Relations Supervisor supports and executes administrative tasks as directed by the Board of Directors and management. This position requires skilled representation (verbal, written, visual) at all times, with peak emphasis on delivering friendly, helpful and professional service to all residents, co-workers and management.

SKILLS & QUALIFICATIONS:

• Possesses past Resident Services, Customer Service and/or Hospitality supervisory experience.
• Is highly organized and detail oriented with a “can do” team player attitude. Has excellent communication and customer service skills and is administratively strong.
• Is proficient in MS Office with the willingness and ability to learn company internal software. Is able to multitask while working at times under pressure in a diverse environment. Must be passionate about providing our residents exemplary customer service at all times.
• Has the ability to balance resident needs with association needs and requirements.
• Ensures uniform and personal appearance are clean and professional at all times while maintaining a pleasant demeanor for self and team.
• Must be able to manage work schedule and work schedule of Resident Relations Specialist including arriving to work on time, taking scheduled meal breaks in accordance with law, and clocking out at the time the scheduled shift has concluded.
• Demonstrates consistent effective written, verbal and listening communication skills.
• Demonstrates problem-solving abilities independently and responsibly.
• Has the ability to quickly adapt to change both in client needs and policies and procedures which have been implemented by management and the HOA Board of Directors.
• Able to work independently and as a team and prioritizes daily workload efficiently and professionally.
• Must be able to meet deadlines and communicate status to Manager.
• Ability to work extended hours and weekends based on project requirement or as necessary to fill shifts in times of demand.
• Receptive to receiving constructive feedback regarding personal performance for personal professional development.
• Works effectively with co-workers, residents and others by sharing ideas in a constructive and positive manner; listens to and objectively considers ideas and suggestions; keeps commitments and keeps others well informed of work progress, timetables and issues; address problems and issues constructively to find mutually acceptable and practical business solution; address others by name, title or other respectful identifier.
• Must be flexible in work schedule which may include AM/PM shifts, weekends and holidays.
• Proficient knowledge of Microsoft Applications, especially Outlook, Word and Excel.
• Command of information system hardware/software is preferred, including ADP.
• Ability to quickly and easily navigate the property/building as required to meet the job functions.

EDUCATION & EXPERIENCE:

• High school diploma or equivalency required. College level courses in Business or Hospitality preferred.
• Two (2) to three (3) years of Business/Hospitality experience preferred.
• Proficient in English (written and verbal)
• Excellent general math skills.
• Ability to determine next level involvement for problem resolution.
• Must demonstrate good judgment and critical thinking skills.
• Able to think and respond quickly with reason and confidence and not emotion.
• Ability to define operational problems, collect data, establish facts, and draw valid conclusions.
• Must be able to work well under pressure and deadlines, as well as work independently and prioritize time effectively.
• As a supervisor, the Resident Relations Supervisor has the ability to recognize strengths and weaknesses of key staff members and adjust job descriptions, positions, assignments and training accordingly in order to maximize return on both employee retention as well as company performances.

PHYSICAL REQUIREMENTS & WORKING ENVIRONMENT:

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be mobile enough to move about the facilities, including up and down stairs and recreational areas and navigate uneven surfaces.
• Must be able to lift up to 25 pounds.
• Must be able to sit and stand for extended periods of time.
• Must have finger dexterity for typing/using a keyboard.
• Must be able to actively talk and listen to clients, vendors, co-workers and managers.

Work is performed in a variety of environmental conditions, with exposure to outdoor temperatures, weather variations, traffic and equipment noise, equipment vibrations, vehicle and/or chemical fumes, chemicals such as cleaning solvents and grease, machinery and their moving parts and dust.

ABOUT US:

FirstService Residential transforms the property management landscape by providing professional association management services to over 9,000 residential communities across the United States and Canada.
Our dedication to associate satisfaction and growth is recognized by our Great Place to Work certification, exemplifying our commitment to fostering a positive and inclusive workplace culture. Our 19,000 associates can count on competitive salaries, top-tier medical, dental, and retirement benefits, career training, and support for continued professional development.

DISCLAIMER:

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 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.
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. All offers of employment with FirstService Residential are contingent upon a satisfactory background check

JOB RESPONSIBILITIES:

Principal performance requirements include the following and other duties may be assigned:

• Supervises and is responsible for all front desk operations including but not limited to telephone, email, clerical activities, interfacing with residents, and other duties as assigned. Answer customer service calls/emails from residents and provide assistance and follow up as appropriate
• Understand community guidelines and refer to governing document resources
• Collect work order/project proposals as assigned by Management
• Inspect community on a consistent basis for violations of community rules
• Identify, input, distribute, and follow up on violations
• Conduct resident verification and complete new owner orientations
• Consistent use and maintenance of FirstServiceResidential Connect system (resident database, community calendars, community website, work order and violation tools, task logs, etc.)
• Issue and monitor access fobs and maintenance of access databases
• Coordination of resident facility rentals including application processing, event setup, monitoring, inspections, and deposit handling
• Accept and process revenue (from facility rentals, access device purchases, etc.)
• Input and coordinate vehicle safelists
• Assist owners with general assessment billing questions, payment options, and ACH setup
• Maintain lost and found depository
• Issue mass communication to residents or owners as directed by Management
• Meet with Management on a regular basis to discuss Board projects or procedural updates
• Handle all functions outlined in the procedural manual
• Provide general administrative support to Management or perform other general office duties.
• Conducts onboard training for all new Resident Relations Specialists.
• Inspects the Club and onsite facilities throughout shift ensuring proper maintenance, safety and cleanliness.
• Assists management with investigations, tape/log reviews for property incidents.
• Reviews and approves RRS’s daily shift checklist and shift notes.
• Responds and documents resident concerns and complaints in a timely manner before escalation to management.
• Monitors Electronic Security Control for Club facilities.
• Issues access fobs for resident use of community facilities.
• Resolves and follows-up on all client complaints/issues in a quick and thorough manner
• Documents and maintains daily activity logs and reports back to management for review and action if needed.
• Works efficiently to fulfill resident requests.
• Accurately input work orders for service requests in a timely manner; follows up with both Manager and resident at completion
• Assists with the planning and implementation of Community Lifestyle events and activities.
• Follows safety procedures and maintains a safe work environment for all.
• Complies with service expectations and company standards as well as policies and procedures.
• Supervises team ensuring associate takes breaks and lunches according to HR policies and procedures and California state laws.

SUPERVISORY RESPONSIBILITIES:

• Creates, adjusts and reviews schedule for Resident Relations Specialist.
• Coaches and councils RRS team when needed and communicates findings to Manager.
• Conducts job interviews for new RRS when appropriate.
• Active participant in annual performance reviews for direct reports.
• Checks and monitors that accurate timekeeping and payroll entries are done by direct reports each day in accordance with company policy.

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be mobile enough to move about the facilities, including up and down stairs and recreational areas and navigate uneven surfaces.
• Must be able to lift up to 25 pounds.
• Must be able to sit and stand for extended periods of time.
• Must have finger dexterity for typing/using a keyboard.
• Must be able to actively talk and listen to clients, vendors, co-workers and managers