Full Time - Regular
Resident Relations Specialist
Job Number: N9204
Last Updated (Date):
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.
Provides exceptional customer service. Meets and greets residents; checks guests and service providers in/out. Able to understand and react to emergency response and access control procedures; monitors and operates electronic security control systems; and accurately maintains daily logs, records and forms. Assists with general concierge services and performs administrative clerical, Word and Excel document work. Walks the building premises as directed for monitoring purposes.
Essential Duties & Responsibilities
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, nor is it expected that all positions will be assigned every duty.
Responds to emergency situations in a timely and efficient manner
Monitors and controls access to the building
Maintains daily log, records and forms
Resolves and follows-up on all complaints/issues, escalating to supervisor if necessary
Provides general concierge services as well as administrative clerical work when needed
Helps maintain a safe and secure environment throughout the building/property(s)
Walks the building premises as directed for monitoring purposes
Have the ability to understand and complete all required forms
May be assigned other duties by the General manager and/or Resident Services Supervisor or Concierge
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.
Practice and adhere to FirstService Residential global service standards
Education & Experience
High school diploma or equivalency preferred. College level courses in business or hospitality preferred.
Must possess strong customer service background
Two (2) to three (3) years of business experience in similar position preferred
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.
Requires some driving; must have a valid driver's license
Ability to manage multiple priorities
Demonstrates excellent customer service, communication and time management skills.
Basic knowledge of Microsoft Applications, especially Outlook, Word and Excel. Command of information system hardware/software is preferred
Good written and verbal communication skills
Strong customer service and interpersonal skills required
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Tools & Equipment Used
Computer and peripherals, standard and customized software applications and tools, and usual office equipment.
Physical Requirements / Working Environment
The physical requirement described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Ability to quickly and easily navigate the property/building as required to meet the job functions
Ability to lift 30 - 50 lbs
Requires standing, sitting position for long periods of time, walking and occasional climbing when necessary
Handle, finger, grasp and lift objects and packages; must be able to reach with hands and arms
The employee is required to work at a personal computer for extended periods of time as well as talking on the phone for extended periods of time
Must have the ability to detect auditory and/or visual emergency alarms
Occasional overtime may be required
Must have the ability to work extended/flexible hours, weekends, and attend Board meetings.
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. The physical demands described within this document 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.
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 allinclusive job description; therefore, management has the right to assign or reassign schedules, duties and responsibilities to this job at any time.
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