Resident Services Manager

at  FirstService Residential

Job Overview:
As a Resident Services Manager, you will provide support to management in the overall operations of the Community and delivers exceptional customer service to owners, residents, clients and vendors. Also responsible for identifying and implementing process improvements that will optimize service delivery, enhance customer and associate experience

Your Responsibilities:

• Provide exceptional customer service to clients and vendors at all times
• Oversee all front of the house operations
• Set up operational processes and procedures (Front Desk, Maintenance, Management Office) with General Manager and execute with team
• Lead Concierge team to ensure the delivery of service excellence per FirstService Standards
• Ensure that BuildingLink is being utilized in its fullest capabilities by all team members
• Respond to resident inquiries and provide resolution to questions or concerns in timely fashion
• Assist with the daily general financial management and recordkeeping
• Assist with bid process
• Conduct regular inspections of site, where needed.
• Maintain all records in Building Link including work orders, resident information, Association documents, community information.
• Ensure maintenance of all files, records and correspondence in accordance with company procedures and good business practice.
• Attend all Board meetings, where necessary as directed by General Manager.
• Assist with preparation of Board meeting agenda, monthly management report and all other reports and material needed for Board Packet
• Assist with establishing an annual calendar indicating all association activity, deadlines, election, meetings, projects, etc.
• Assist all walk-in homeowners and refer to General Manager, when necessary.
• Recordkeeping – binders to be kept with the following: Monthly Agendas, Modification Requests, Work Orders, Financials (including Social/Trip accounting).
• Meet with General Manager weekly to ensure completion of open action items.

Skills & Qualifications:

• Bachelor’s degree in business or related field from an accredited college or university, and three years’ experience in Property Operations, Hospitality or Construction; or equivalent combination of education and experience. Must have any state specific certifications and licenses or they are preferable to not required by the state.
• A minimum of seven years of successful community management experience or equivalent professional experience in a related field, with at least 4 of those years responsible for a staff with a variety of expertise, background and job assignments.
• Management experience in a small or medium-sized organization including responsibility for more than one functional department or division preferred.
• Understanding of physical building management, Condominium law, financial planning and law affecting property management.
• Valid Driver’s License and State Mandated Vehicle Insurance
• Commitment to obtain CPM, PCAM, ARM or AMS designations or equivalent.

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.
Compensation:
$80,000 - $100,000 / annually

DISCLAIMER STATEMENT:

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

• Provide exceptional customer service to clients and vendors at all times
• Oversee all front of the house operations
• Set up operational processes and procedures (Front Desk, Maintenance, Management Office) with General Manager and execute with team
• Lead Concierge team to ensure the delivery of service excellence per FirstService Standards
• Ensure that BuildingLink is being utilized in its fullest capabilities by all team members
• Respond to resident inquiries and provide resolution to questions or concerns in timely fashion
• Assist with the daily general financial management and recordkeeping
• Assist with bid process
• Conduct regular inspections of site, where needed.
• Maintain all records in Building Link including work orders, resident information, Association documents, community information.
• Ensure maintenance of all files, records and correspondence in accordance with company procedures and good business practice.
• Attend all Board meetings, where necessary as directed by General Manager.
• Assist with preparation of Board meeting agenda, monthly management report and all other reports and material needed for Board Packet
• Assist with establishing an annual calendar indicating all association activity, deadlines, election, meetings, projects, etc.
• Assist all walk-in homeowners and refer to General Manager, when necessary.
• Recordkeeping – binders to be kept with the following: Monthly Agendas, Modification Requests, Work Orders, Financials (including Social/Trip accounting).
• Meet with General Manager weekly to ensure completion of open action items