RSS/CSS Manager

at  FirstService Residential

The Regional RSS/CSS Manager is responsible for strategically managing the Community Support Services (CSS) and Resident Support Services (RSS) teams and ensuring efficient and effective operations. They exhibit strong leadership values that epitomize the culture of unparalleled customer service within FirstService Residential while creating an environment of ownership and accountability within their team. Managing a team focused on customer service and administration support, they will handle escalated matters and build strong relationships with fellow leaders throughout the organization.

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.

• Provide direct support and oversight to RSS/CSS team; conduct ongoing 1:1’s with direct reports and check-ins as needed, training and development.
• Lead operation and implementation of work processes within the RSS/CSS team.
• Lead team meetings; creating and distributing meeting agendas and recap summary.
• Partner with the Director Strategy & Operations and other leaders working cross functionally on execution of company priorities and initiatives that flow in part or in whole through the RSS/CSS team.
• Propose, implement, and manage administrative policies, standard operating procedures and performance metrics that will strengthen the RSS/CSS team and meet organizational and client objectives.
• In partnership with the Director Strategy & Operations and RSS/CSS Team Leads, engage, strategize, review and improve current procedures and policies, to enhance efficiencies and processes within the team
• Conduct annual evaluations in partnership with Team Leads, develop compensation recommendations for the team, and conduct performance reviews with review and approval of the Director Strategy & Operations.
• Work directly with escalated customer inquiries and/or complaints.
• Professionally handle incoming requests from residents, board members, vendors, managers, and regional directors and ensure that issues are escalated or 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.
• Ensure all open inquiries are resolved within prescribed timelines while meeting all key performance indicators.
• Provide quality service and support in a variety of areas.
• 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. Handles 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.
• Additional assignments and duties may be assigned from time to time.
• Associate degree in business or related field preferred, or equivalent combination of education and experience.
• 2+ years of customer service experience in a service industry setting.
• Office management and previous supervisory experience preferred
• Must have strong proficiency in Windows and Microsoft Office, (Outlook, Word, OneNote, Teams, and Excel, etc.).
• Real estate experience a plus.

• Provide direct support and oversight to RSS/CSS team; conduct ongoing 1:1’s with direct reports and check-ins as needed, training and development.
• Lead operation and implementation of work processes within the RSS/CSS team.
• Lead team meetings; creating and distributing meeting agendas and recap summary.
• Partner with the Director Strategy & Operations and other leaders working cross functionally on execution of company priorities and initiatives that flow in part or in whole through the RSS/CSS team.
• Propose, implement, and manage administrative policies, standard operating procedures and performance metrics that will strengthen the RSS/CSS team and meet organizational and client objectives.
• In partnership with the Director Strategy & Operations and RSS/CSS Team Leads, engage, strategize, review and improve current procedures and policies, to enhance efficiencies and processes within the team
• Conduct annual evaluations in partnership with Team Leads, develop compensation recommendations for the team, and conduct performance reviews with review and approval of the Director Strategy & Operations.
• Work directly with escalated customer inquiries and/or complaints.
• Professionally handle incoming requests from residents, board members, vendors, managers, and regional directors and ensure that issues are escalated or 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.
• Ensure all open inquiries are resolved within prescribed timelines while meeting all key performance indicators.
• Provide quality service and support in a variety of areas.
• 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. Handles 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.
• Additional assignments and duties may be assigned from time to time.
• Associate degree in business or related field preferred, or equivalent combination of education and experience.
• 2+ years of customer service experience in a service industry setting.
• Office management and previous supervisory experience preferred
• Must have strong proficiency in Windows and Microsoft Office, (Outlook, Word, OneNote, Teams, and Excel, etc.).
• Real estate experience a plus