Resident Services Associate

at  FirstService Residential

JOB OVERVIEW:

The Resident Services Associate serves as the ambassador to all residents, responsible for creating positive first impressions on behalf of the FirstService Residential team and the Association. We are looking for an individual that will be exemplify FirstService Residential’s commitment to client, staff, and community as well as GPN’s vision and philosophies. This front desk position will provide exceptional customer service to residents of the community. Candidates should possess strong communication and customer service skills. This position reports directly to the Assistant General Manager.
Spanning approximately 2,100 acres in the heart of Irvine, the Great Park Neighborhoods Community (GPN) sits on the former Marine Corps Air Station El Toro base. The base has been transformed into a community that honors its military past while creating an inventive city of the future. Great Park Neighborhoods Community will continue to be developed over the coming years into multiple neighborhoods offering homes for people of all ages and all lifestyles. The community is slated for approximately 10,000 homes to be built over these years of development and will have several parks, pools, clubhouses, reservable indoor and outdoor spaces, school sites, and more. All of this falls under the careful care of Management of Great Park Neighborhoods Community Association.
All team members operate by the FirstService Residential Employee Code of Conduct and embrace the Great Park Neighborhoods motto: “Life will be different here”.
Compensation: $20-22/hr
FirstService Residential will compensate the successful candidate in accordance with the posted range. The salary or wage paid to the successful candidate will be commensurate with experience, education, and specific job responsibilities. For positions designated at a client’s property, the salary or wage will also be premised upon the client’s directive. The base pay range is subject to change and may be modified in the future.

SKILLS & QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.

• Must be able to work well under pressure and meet deadlines, as well as work independently and prioritize time effectively.
• An ability to follow oral and written directions, keep accurate records, fill out logs and journals, and perform administrative operational functions.
• Works effectively with co-workers, clients, and vendors
• Perform any range of special projects, tasks, and other related duties as assigned.
• Must be well-groomed and maintain a professional demeanor at all times.
• Must be able to identify priorities and implement efficiencies.
• Must demonstrate good judgment; able to make decisions and solve problems creatively.
• Ability to determine next level involvement for problem resolution. Must be able to research information from the internet or other appropriate resources in an efficient manner.
• Proficient in speaking, reading, and writing English as this position requires interfacing verbally with the public, tenants, peers and supervisors.
• General math skills.
• Ensure all safety precautions are followed while performing work.
• Follow all policies and Standard Operating Procedures as instructed by Management.
• Enforce all rules, regulations, and policies as established by the Board of Directors.
• Address others by name, title or other respectful identifier, respecting the diversity of our workforce in actions, words, and deeds.
• Practice and adhere to FirstService Residential global service standards.
• Conduct business at all times with the highest standards of personal, professional, and ethical conduct.
• Ensure confidentiality between FirstService Residential, Board Members, homeowners, and staff.
• Is a people person; possesses public charisma and the ability to develop positive relationships
• Creates outstanding customer loyalty with both internal and external customers by delivering on our commitments of being genuinely helpful and providing the highest value of service through honesty, integrity and authenticity
• Demonstrates strong organization, prioritization, multi-tasking, and time management skills, working both independently and within the team structure
• Fosters change and improves the business by simplifying challenging situations and sometimes contradictory information to effectively solve problems; challenges commonly held assumptions and originates new solutions with cross-functional partnership
• Must be able to quickly gather information and make good decisions without supervision. Must have ability to define problems, research, 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. Must have the ability to make decisions and solve problems creatively.
• Performs or assists with any operations as required to maintain workflow and to meet schedules
• Training will be required in the following areas/systems: Connect, Facility Reservation System, and community website
• Is committed to continual learning

EDUCATION & EXPERIENCE:

• High school diploma or equivalent
• Must have previous experience in front-end customer service in property management, concierge services in hospitality, or other similar industries
• Second language helpful (Spanish, Mandarin, Japanese, Hindi, Farsi, Persian)

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.

• Desired work schedule: Monday – Friday, 8am – 5pm
• Consistent and regular attendance required
• Hours over and above normal office hours will occur, including evenings, holidays, and some weekends; schedule is subject to change based on business needs
• Occasional evening and weekend meetings/events will be required
• Must be able to handle pressure and stress related to the job
• Must be able to lift 30 lbs
• Must be able to sit and/or stand for extended periods of time
• Must have finger dexterity for typing/using a keyboard
• Some heavy lifting, standing, climbing
• The work environment characteristics are small office conditions at an onsite facility.
• 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:

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.

Operational Excellence:

• Provide high-level front-end concierge services to the residents of the community to ensure a quality community lifestyle experience
• Ensure that telephone, email, and in-person inquiries are answered promptly, professionally are handled courteously and accurately, without exception. Respond to, document, and ensure resolution of resident concerns and complaints in a timely manner before escalation to management
• Collaborate and communicate effectively with multiple departments, maintaining knowledge of all internal functions, understanding how/when to relay issues or resident messages to team members when needed, and ensuring team follow up
• Outstanding administrative and organizational skills, with the ability to perform multiple tasks at the same time.
• Maintain complete knowledge of Association governing documents and procedures
• Educate residents on Association guidelines and processes, providing guidance on how the community website can be used, how community documents and forms can be accessed, and how to set up or troubleshoot Association bill pay
• Provide administrative support to Management as needed
• Maintain and update New Homeowner Packets
• Routinely update resident database (Connect) and Association document storage to ensure information is organized, accurate, and secure
• Initiate the preparation of activity logs, incident reports, Management Reports, and any other documentation as assigned
• Receive and inspect project-related deliveries to ensure quality and quantities of material(s); notify the applicable responsible party
• Receive and distribute incoming mail; prepare outgoing certified/regular mailings
• Maintain organized workspace and ensure the cleanliness of the building’s entrance and lobby
• Anticipate resident concerns to improve services and/or facilities, constantly evaluating the service level provided to the Association. Provide recommendations for improvement or optimization to Management
• Attend and participate in designated meetings or functions as requested by the Assistant General Manager, and/or General Manager
• Assist residents with the amenity reservation process and maintenance or service requests as needed
• Provide support for Lifestyle activities and/or events as it relates to recording RSVPs or ensuring facility readiness for the activity and/or event; this position may also be asked to staff various community activities and/or events as needed
• Assist other departments as needed

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.

• Desired work schedule: Monday – Friday, 8am – 5pm
• Consistent and regular attendance required
• Hours over and above normal office hours will occur, including evenings, holidays, and some weekends; schedule is subject to change based on business needs
• Occasional evening and weekend meetings/events will be required
• Must be able to handle pressure and stress related to the job
• Must be able to lift 30 lbs
• Must be able to sit and/or stand for extended periods of time
• Must have finger dexterity for typing/using a keyboard
• Some heavy lifting, standing, climbing
• The work environment characteristics are small office conditions at an onsite facility.
• 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 dus