Resident Services Coordinator/ Lead Concierge

at  FirstService Residential

JOB OVERVIEW:

Oversees all operations of the Front of the House, Concierge, Resident Services Associates and Door Staff. Ensures that daily logs, records and forms, systems procedures and operational and service standards are maintained and exceed expectations. Meets and greets residents; checks guests and service providers in/out. Maintains strong relationships with service providers. Looks for opportunities to enhance resident experience. Possesses strong communication, telephone, and customer service skills. Able to understand and react to emergency response and access control procedures

SKILLS & QUALIFICATIONS:

• High school diploma or equivalency required. College level courses in business or hospitality preferred.
• Must possess strong customer service background.
• Two (2) to three (3) years of business experience in similar position preferred.
• Computer literacy
• Command of information system hardware/software is preferred.
• Effective written and verbal communication skills.
• Multiple language fluency is desirable.
• Strong customer service, communication and interpersonal skills required.

Special Requirements:

• Ability to lift up to 50 lbs.
• Standing, sitting, walking and occasional climbing
• The employee is required to work at a personal computer for extended periods of time as well as talking on the phone for extended periods of time.
• Ability to detect auditory and/or visual emergency alarms.
• Ability to work extended/flexible hours, weekends, and attend Board meetings as required.
• Driving when necessary.
• Excellent organizational skills and project management
• Exceptional communication and interpersonal skills.
• Advanced written communication skills.
• Advanced Microsoft Office skills.
• Knowledge of basic accounting/budgeting procedures.
• Ability to work under pressure, to adjust to constant changes, to handle multiple tasks, and to coordinate the work of others.
• Ability to keep complex records, to assemble and organize data of complex nature, and to prepare and submit reports in acceptable formats and in a timely manner
• Ability to conceptualize, plan and organize multiple programs and assignments effectively.
• Ability to work on complex and confidential tasks utilizing judgment, tact, and resourcefulness.
• Skill in developing and maintaining good working relationships.

What We Offer:
As a full-time exempt associate, you will be eligible for full comprehensive benefits to include your choice of multiple medical plans, dental, vision, and others. In addition, you will be eligible for time off benefits, paid holidays and a 401k with company match. Occasional travel may be required to attend training and other company functions.

DISCLAIMER STATEMENT:

The above information on 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

• Regular attendance and punctuality are essential functions for the role
• Provide excellent customer service and maintain open lines of communication with fellow Associates, homeowners, guests, business partners
• Conduct business at all times with the highest standards of personal, professional and ethical conduct
• Responsible for creating weekly staff schedule and ensure adequate coverage
• Respond to staff absences and cover shifts when necessary
• Have thorough understanding of elevated service standards and ensure adherence by all associates
• Maintain office and other supplies needed for amenities
• Assist with new resident on boarding
• Assist with Update of homeowner directory and create new homeowner file.
• Copy of all documents to be kept in homeowner file.
• Assist Gm with set up homeowners with Connect access.
• Update and maintain community information in BuildingLink and Connect, including but not limited to Community
• Projects, Management Reports and all Association documents and forms
• Utilize BuildingLink and Connect’s Resident Alert feature in order to keep homeowners apprised of Association activities and important updates, subject to Board authorization
• Provide customer service assistance to homeowners as needed. Assist with homeowners’ calls and inquiries and respond accordingly or direct to the appropriate party.
• Assist with preparation of newsletter, where applicable