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.
The Connect Coordinator works under the direction of the Director of Operations to provide support and management of the system by performing administrative tasks, user assistance, and other responsibilities.
Essential Duties & Responsibilities
The job duties listed are typical examples of the work performed by the Connect Coordinator and may not include all duties performed.
Create and deactivate properties
Communicate status updates to key staff and attend transition meetings
Track completion of transition phases as information is received
Upload unit/homeowner data file and create new units
Set community website settings and modify as necessary
Generate and mail website registration letters to homeowners at newly managed properties
For those still under development, monitor property for newly purchased units and send letters accordingly
Maintain Property Groups
Create, modify and deactivate profiles
Upload signature files
Maintain User Groups
Conduct monthly Connect usage audit
Audit Community Website
Audit system data and settings as needed
Module setup and maintenance, including but not limited to
Other setup and maintenance
E-forms and Surveys
Help maintain master Info Center question lists for Condo and HOA
Create and manage property notes for Customer Care
Handle property assignments changes in user profiles and Management Team
Compose and maintain Mass Comm and Violation templates
Field questions and provide further training/guidance for end users
Compose and submit bug reports for resolution
Track progress of bug tickets to ensure timely resolutions
Conduct UAT in staging site when resolution has been implemented
Compose and submit enhancement requests for consideration
Advocate for and track progress of enhancement requests
Monitor iShare and support enhancement requests from other markets
Assist with and actively participate in company acquisition integration/setup
For properties currently managed, generate website registration letter for new homeowners to follow the Welcome Packet sent by Administrative Assistant
Participate in meetings and conference calls: monthly Connect Forum call, bi-weekly Transition Team, special project meetings and any others as needed
Assist with user guides by creating, proofreading and providing suggestions
Monitor Out of Office calendar and create Customer Care Notes
Assist with training efforts as necessary
Assist in rolling out new features or directives to Missouri Market from National
Maintain printer and postage machine setup by adding/deactivating entries for properties and users
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 supervisor 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.
Follow all policies and Standard Operating Procedures as instructed by Management.
Perform any range of special projects, tasks and other related duties as assigned.
Education & Experience
High school diploma
Some college and/or job related experience preferred
Property management and/or IT background
Advanced knowledge of Microsoft equipment, operating systems, software and browsers
Knowledge and experience with other internet applications, web browsers and software, including mobile devices and apps
Experience with customer service and operational support
Experience with public speaking, training and facilitation
Data management, problem-solving and troubleshooting expertise
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, skill and/or ability required.
Ability to prioritize and multi-task to meet deadlines
Works well independently and as a team player
Handles complaints diplomatically
Demonstrates leadership qualities and abilities
Highly organized and attentive to detail
Works efficiently under pressure
Excellent written and verbal comprehension and communication skills
Self-starter and resourceful problem-solver
Maintains a professional and personable demeanor at all times
Willingness to go above and beyond
Handles change in a positive manner
Conduct timely follow-up on items of concern
Builds strong rapport with co-workers, clients and customers
Tools & Equipment Used
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.
Sitting at a desk for extended periods of time
Working on a computer throughout the day (monitor, keyboard, and mouse use)
Ability to listen and focus for long periods of time
Use of computer equipment; Desktop PC, mobile device, external hardware
Ability to lift up to 30 lbs.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Hours over and above normal office hours may rarely occur, including evenings, holidays, and some weekends. Schedule is subject to change based on business needs.
Minimal; typically less than one time per month
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.