Senior Representative, Customer Care

at  FirstService Residential

THE COMPANY

Do you aim high? Are you genuinely helpful? Are you looking for a place where you can make a difference, receive ongoing support and training, and build a rewarding, long-lasting career? Then you may be a good fit for FirstService Residential, North America’s foremost property management firm. We’re all about our associates, and as we continue to grow, we’re looking for even more quality people who share our dedication to doing what’s right, improving residents’ quality of life, building great relationships, and truly making a difference for their clients, their colleagues and themselves. Is that you? If so, we think you should get to know us.

EDUCATION & EXPERIENCE

• Must have a minimum of 6 months of experience as a Customer Care Associate working within the FirstService Residential Customer Care department.
• Must have been a Tier II trained and certified Associate for a minimum of 45 days.

KNOWLEDGE, SKILLS & PROFICIENCIES

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, skills and/or ability required.

• Scorecard average of 3.50 or higher over the previous 90 days.
• Quality Assurance average scores of 90% or higher over the previous 90 days.
• Received no more than one escalation in the past 60 days.
• Be in ‘good standing,’ defined as not exceeding a Corrective Action level of a written warning.
• Have no more than two occurrences in the past three months.
• Demonstrate excellent customer service skills, with the ability to effectively handle high-stress situations.
• Possess strong verbal and written communication skills, crucial for documenting incidents and interacting with clients and management.
• Be detail-oriented, with strong organizational, time management, and multitasking abilities, essential for managing multiple platforms and communication channels.
• Maintain a flexible schedule, with the ability to work any day of the week, adapting to overnight operational needs.
• Be technically adept, capable of independently troubleshooting and resolving technical issues using company-provided guides, outside of standard IT support hours.
• Have the ability to work independently and remain self-driven and proactive, with minimal supervision and limited direct collaboration.

PHYSICAL REQUIREMENTS / WORKING ENVIRONMENT

This position works under usual office conditions. The employee is required to work at a personal computer as well as be on the phone for extended periods of time. Must be able to stand, sit, walk, reach, and grasp objects with hands and arms. The incumbent must be able to work extended and flexible hours and weekends as needed (schedule is subject to change based on business needs). Physical demands include ability to lift, up to 10 lbs.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

DISCLAIMER

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

JOB RESPONSIBILITIES

The Overnight Customer Care Associate is responsible for managing the urgent and essential functions of nighttime operations with a high degree of independence. This includes handling emergency calls to provide immediate, effective solutions, and managing social media interactions to uphold the community’s online reputation.
Additionally, the associate oversees incoming emails and Zendesk tickets, responding to inquiries, updating information, and routing issues to appropriate departments or for escalation as needed. They are also tasked with compiling daily reports for senior leadership to summarize night activities and highlight any significant trends or issues.
This role requires a proactive and attentive individual who can navigate various challenges with limited supervision, ensuring that the organization’s standards of excellence are consistently met.

ESSENTIAL DUTIES & RESPONSIBILITIES

In addition to the responsibilities held by a Tier II Associate, the Overnight Associate role involves specific tasks that focus on addressing urgent needs and maintaining operations throughout the night.This includes, but is not limited to:

• Handle a high volume of emergency calls, applying heightened urgency and strict adherence to established protocols to ensure rapid resolution and high customer satisfaction.
• Monitor and manage social media interactions during nighttime hours, responding to comments and inquiries in a manner that maintains and enhances the organization’s online reputation.
• Process and resolve incoming emails and support tickets via Zendesk, ensuring comprehensive updates and accurate routing to appropriate departments or escalation paths as necessary.
• Compile and submit detailed daily reports to senior leadership, highlighting any critical incidents, emerging trends, or operational challenges encountered during the shift.
• Identify and escalate critical issues promptly, including technical disruptions affecting call flow or resident services, ensuring management is informed regardless of the time.
• Adhere to downtime procedures to mitigate impact and prevent extended service interruptions

ADDITIONAL DUTIES & RESPONSIBILITIES

• Practice and adhere to FirstService Residential Global Service Standards.
• Conduct business at all times with the highest standards of personal, professional and ethical conduct.
• Perform or assist with any operations as required to maintain workflow.
• Ensure all safety precautions are followed while performing the work.
• Follow all policies and Standard Operating Procedures as instructed by Management.
• Perform any range of special projects, tasks and other related duties as assigned.