Job Description

Job descriptionThe CompanyFirstService Residential transforms the property management landscape by providing professional association management services to over 9,000 residential communities across the United States and Canada.Our dedication to associate satisfaction and growth is recognized by our Great Place to Work certification, exemplifying our commitment to fostering a positive and inclusive workplace culture. Our 19,000 associates can count on competitive salaries, career training, and support for continued professional development.Experience being part of a high-performing team with a fulfilling career in property management with FirstService Residential.Job ResponsibilitiesThe Resident Support Services Agent will provide residents, boards of directors and vendors with information in response to inquiries, concerns and requests about products and services. In addition, the Resident Support Services Agent will resolve complaints, errors, account questions, billing, and other queries.Essential Duties & ResponsibilitiesThe 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, nor is it expected that all positions will be assigned every duty.

• Professionally handle incoming requests from residents, board members, and vendors and ensure that issues are resolved both promptly and thoroughly.
• Collaborate directly with Community Managers, internal departments and Customer Care Center to ensure timely resolution of all inquiries.
• Document resolution of all interactions within the appropriate systems and applications
• Resolve all open inquiries within prescribed timelines
• Thoroughly and efficiently gather information from residents, board members, and vendors , access their account 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 that are not specifically awaiting an Association Manager response.
• 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 customers experience.
• Work cross functionally to effectively solve client facing problems,
• Assist with homeowner document requests
• Additional support and duties as assigned.

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 and to meet schedules. Notify supervision of unusual equipment or operating problems and the need for additional material and supplies.
• May participate in any variety of meetings and work groups to integrate activities, communicate issues, obtain approvals, resolve problems and maintain specified level of knowledge pertaining to new developments, requirements, policies, and regulatory guidelines.
• 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.

Skills & Qualifications

• 2-3 years customer service experience in a service industry setting.
• Must have strong proficiency in Windows and Microsoft Office, (Outlook, Word, and Excel, etc.).
• The successful candidate must possess excellent written and verbal communication skills
• The successful candidate must be able to type 40-50 words per minute
• Ability to learn and navigate new technology platforms
• Property Management/Real Estate experience is considered an asset.
• Experience with Zendesk software is considered an asset.

Knowledge & ProficienciesTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.

• Interact effectively, communicate clearly, and understand meeting the needs of others.
• Excellent organization, planning, motivation and interpersonal skills.
• Critical thinking, complex problem solving, judgment, and decision making ability.
• Must have a strong work ethic and be detail-oriented with excellent multitasking skills.
• Ability to prioritize work, meet deadlines and work well under pressure.
• Ability to work with sensitive or confidential information.
• Ability to work in a team environment as well as independently and be self-driven

DisclaimerThe 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.

FirstService Residential