Resident Support Specialist (Customer Service)

at  FirstService Residential

JOB OVERVIEW:

The Resident Support Specialist will provide residents, board members, managers, and vendors with information in response to inquiries, concerns, and requests about products and services. In addition, the Resident Services Specialist will resolve account questions, complaints, errors, billing, and other queries. The Resident Support Specialist may occasionally log and document residents’ calls if necessary or directed by management.
This is a great opportunity for individuals looking for a career path as a property manager or in general business operations. This position will interact with primarily internal clients and also external clients to deliver excellent customer service and support.

SKILLS & QUALIFICATIONS:

• Associate’s degree in business or related field preferred, or equivalent combination of education and experience.
• Critical thinking, problem solving, judgement and decision-making abilities are necessary.
• Proficiency in computer programs like Microsoft Office, Outlook and Windows required.
• Ability to work with sensitive and/or confidential information.
  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:
  $19.00/hour
  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.

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.

• Professionally handle incoming requests from residents, board members, vendors, managers, and regional directors and ensure that issues are resolved both promptly and thoroughly.
• Collaborate directly with property managers, regional directors, internal departments, and associates to ensure a timely resolution of all inquiries.
• Document the appropriate resolution of all interactions within the appropriate systems and applications.
• Resolve all open inquiries within prescribed timelines while meeting all key performance indicators.
• Thoroughly and efficiently gather information from residents, board members, and vendors, access their accounts and evaluate their needs, educate them where applicable to prevent the need for future contacts, and document interactions through contact tracking.
• Provide quality service and support in a variety of areas.
• Review and close all homeowner service tickets and open calls in Connect or appropriate system that are not specifically awaiting a Community Association Manager’s response.
• Maintain an open line of communication with property managers, regional directors, and internal departments and associates.
• Maintain a balance between company policy and customer benefit in decision-making. Handle issues in the best interest of both customer and company.
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.
• Work cross-functionally to effectively solve client-facing problems.
• Assist residents and triage inquiries including but not limited to:
• Account/Contact Updates
• Account Balance/Ledgers
• Resale Process
• Document/Form Requests
• Architectural Modifications
• Compliance
• Access Control
• Complaints/Disputes
• Work Orders
• Additional assignments and duties may be assigned from time to time.