Lead Resident Relations Specialist - Swing Shift

Description

Job Overview :

The  Lead Resident Relations Specialist - Swing Shift  is responsible for overseeing the daily activities of the Front Desk Team in addition to assisting the General Manager (GM) in executing “Five-Star” service excellence to its residents. The Resident Relations Supervisor is customer focused with excellent interpersonal communication and organizational skills and has a “can do” attitude. The successful candidate must understand and adopt all community management tools (communications mediums, Connect, Access Control, Security etc.) on a daily basis to enhance the lifestyle of every resident.

The Lead Resident Relations Specialist must be detail oriented and have the ability to multitask several projects at one time. The successful candidate should be able to work independently and without direct supervision. In addition, the Lead Resident Relations Specialist supports and executes administrative tasks as directed by the Board of Directors and management. This position requires skilled representation (verbal, written, visual) at all times, with peak emphasis on delivering friendly, helpful and professional service to all residents, co-workers and management.

Compensation :   $24-25 / hr

FirstService Residential will compensate the successful candidate in accordance with the posted range. The salary or wage paid to the successful candidate will be commensurate with experience, education, and specific job responsibilities. For positions designated at a client's property, the salary or wage will also be premised upon the client's directive. The base pay range is subject to change and may be modified in the future.

Job Responsibilities :

Principal performance requirements include the following and other duties may be assigned :

• Responsible for all front desk operations during the swing shift including but not limited to telephone, email, clerical activities, interfacing with residents, and other duties as assigned.
• Answer customer service calls / emails from residents and aid and follow up as appropriate
• Understand community guidelines and refer to governing document resources
• Collect work order / project proposals assigned by Management
• Inspect community on a consistent basis for violations of community rules
• Identify, input, distribute, and follow up on violations
• Consistent use and maintenance of BuildingLink  (resident database, community calendars, work order and violation tools, task logs, etc.)
• Issue mass communication to residents or owners as directed by Management
• Meet with Management on a regular basis to discuss Board projects or procedural updates
• Handle all functions outlined in the procedural manual
• Provide general administrative support to Management or perform other general office duties.
• Conducts onboard training for all new Swing Shift Resident Relations Specialists.
• Inspects the onsite facilities throughout shift ensuring proper maintenance, safety and cleanliness.
• Assists management with investigations, tape / log reviews for property incidents.
• Reviews and approves RRS’s daily shift checklist and shift notes.
• Responds and documents resident concerns and complaints in a timely manner before escalation to management.
• Resolves and follows up on all client complaints / issues in a quick and thorough manner
• Documents and maintains daily activity logs and reports back to management for review and action if needed.
• Works efficiently to fulfill resident requests.
• Accurately input work orders for service requests in a timely manner; follows up with both Manager and resident at completion
• Follows safety procedures and maintains a safe work environment for all.
• Complies with service expectations and company standards as well as policies and procedures.
• Ensure associates take breaks and lunches according to HR policies and procedures and California state laws.

Skills & Qualifications :

Education & Experience :

Physical Requirements & Working Environment :

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Work is performed in a variety of environmental conditions, with exposure to outdoor temperatures, weather variations, traffic and equipment noise, equipment vibrations, vehicle and / or chemical fumes, chemicals such as cleaning solvents and grease, machinery and their moving parts and dust.

Supervisory Responsibilities :

What We Offer :

About Us :

FirstService 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, top-tier medical, dental, and retirement benefits, career training, and support for continued professional development.

Disclaimer :

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.

FirstService Residential is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status.

Qualified applicants with arrest and / or conviction records will be considered for employment in a manner consistent with federal and state laws. All offers of employment with FirstService Residential are contingent upon a satisfactory background check.