Community Support Services Associate

FirstService Residential; Charleston (SC); On-site; USD 25,000 - 28,000; Full time

Benefits offered by this job

Medical plans

Dental plan

Vision plan

Paid holidays

401k with company match

Job summary

FirstService Residential is seeking a Community Support Specialist to assist residents, board members, managers and vendors with inquiries, concerns and requests about products and services. The role focuses on delivering timely information, resolving account questions, complaints and billing issues while documenting interactions.

You will collaborate with property managers and regional directors to ensure consistent, high-quality customer service, handle tickets in Connect or similar systems,

Qualifications

• Associate’s degree in business or related field preferred, or equivalent combination of education and experience.
• Critical thinking, problem solving, judgement and decision-making abilities are necessary.
• Proficiency in computer programs like Microsoft Office, Outlook and Windows required.
• Ability to work with sensitive and/or confidential information.

Responsibilities

• Professionally handle incoming requests from residents, board members, vendors, managers, and regional directors and ensure that issues are resolved both promptly and thoroughly.
• Collaborate directly with property managers, regional directors, internal departments, and associates to ensure a timely resolution of all inquiries.
• Document the appropriate resolution of all interactions within the appropriate systems and applications.
• Resolve all open inquiries within prescribed timelines while meeting all key performance indicators.
• Gather information from residents, board members, and vendors, access accounts and educate them to prevent future contacts.

Skills

Critical thinking

Problem solving

Judgement & decision-making

Microsoft Office

Outlook

Windows

Education

Associate’s degree or equivalent

Tools

Microsoft Office

Outlook

Windows

Job description

Description

Job Overview:

The Community Support Specialist will provide residents, board members, managers, and vendors with information in response to inquiries, concerns, and requests about products and services. In addition, the Resident Services Specialist will resolve account questions, complaints, errors, billing, and other queries. The Resident Support Specialist may occasionally log and document residents’ calls if necessary or directed by management.

This is a great opportunity for individuals looking for a career path as a property manager or in general business operations. This position will interact with primarily internal clients and external clients to deliver excellent customer service and support.

Your 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.

• Professionally handle incoming requests from residents, board members, vendors, managers, and regional directors and ensure that issues are resolved both promptly and thoroughly.
• Collaborate directly with property managers, regional directors, internal departments, and associates to ensure a timely resolution of all inquiries.
• Document the appropriate resolution of all interactions within the appropriate systems and applications.
• Resolve all open inquiries within prescribed timelines while meeting all key performance indicators.
• Thoroughly and efficiently gather information from residents, board members, and vendors, access their accounts 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 or appropriate system that are not specifically awaiting a Community Association Manager's response.
• Maintain an open line of communication with property managers, regional directors, and internal departments and associates.
• Maintain a balance between company policy and customer benefit in decision-making. Handle issues in the best interest of both customer and company.
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.
• Work cross-functionally to effectively solve client-facing problems.
• Assist residents and triage inquiries including but not limited to:
• Account/Contact Updates
• Account Balance/Ledgers
• Resale Process
• Document/Form Requests
• Architectural Modifications
• Compliance
• Access Control
• Complaints/Disputes
• Work Orders
• Additional assignments and duties may be assigned from time to time.

Skills & Qualifications

• Associate’s degree in business or related field preferred, or equivalent combination of education and experience.
• Critical thinking, problem solving, judgement and decision-making abilities are necessary.
• Proficiency in computer programs like Microsoft Office, Outlook and Windows required.
• Ability to work with sensitive and/or confidential information.

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 accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Position involves sitting, standing, stooping, kneeling, pushing, shoving, lifting, carrying and moving objects that can weigh up to 25 lbs or more following appropriate safety procedures. This movement can occur throughout the day. Must also be able to climb several flights of stairs if necessary.
• Must be able to sit and stand for extended periods of time.
• Must be able to communicate both on the phone and in person with our clients in order to resolve issues and manage the business.
• Must have finger dexterity for typing/using a keyboard.
• Must be mobile enough to move around both the office in order to make copies, send mail and faxes and to walk around the property. This could include lengthy walks on uneven areas.
• Talking and hearing occur continuously in the process of communicating with guests, supervisors and other associates.
• Capable of working extended hours, to include evenings, weekends and holidays as necessary.
• This position may alternate between working indoors in a controlled climate and with proper lighting, to an outdoors setting with variable climate and lighting.
• Must be able to interact with all types of individuals, be mentally alert, detail oriented, and with good reasoning skills.
• Must be able to work on more than one assignment at a time with frequent interruptions, changes and delays. Must be able to remain focused and work effectively, efficiently, and cheerfully under such circumstances. For safety reasons, employee must remain alert to working conditions and aware of safety, health, and environmental concerns.
• Must be able to work effectively and cheerfully in an environment which may be stressful due to adversarial situations resulting from the proper performance of duties
• If hybrid work schedule is arranged with supervisor, must follow agreed upon arrangement. Flexibility for hybrid schedule is subject to change by department leaders based on performance and work requirements.
• If hybrid work schedule is arranged, when working remotely must be able to work with same or better productivity than when in office. Remote work environment must be clear of distractions.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Hours over and above normal office hours will occur, including evenings, holidays and some weekends. Schedule is subject to change based on business needs.

What We Offer

As a full-time exempt associate, you will be eligible for full comprehensive benefits to include your choice of multiple medical plans, dental, vision and others. In addition, you will be eligible for time off benefits, paid holidays and a 401k with company match. Occasional travel may be required to attend training and other company functions.

Compensation

$19.00/hour

Disclaimer Statement

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.

Automated Employment Decision Tool (AEDT) Usage:

We may utilize an Automated Employment Decision Tool (AEDT) in connection with the assessment or evaluation of candidates. The AEDT is designed to assist in objectively evaluating candidate qualifications based on specific job-related characteristics.

Job Qualifications and Characteristics Assessed:

Job Qualifications and Characteristics Assessed: The AEDT evaluates candidates based on job qualifications and characteristics pertinent to the role, including skills, experience, and competencies relevant to the position requirements. These qualifications are determined by the unique needs of each role within our company.

Alternative Selection Process or Reasonable Accommodations:

Alternative Selection Process or Reasonable Accommodations: Candidates who require an alternative selection process or a “reasonable accommodation,” as defined under applicable disability laws, may make a request through our designated contact channel [e-mail].

Requesting Information About the AEDT - NYC Local Law 144:

Requesting Information About the AEDT - NYC Local Law 144: Candidates who reside in New York City and are subject to NYC Local Law 144 may request information about the AEDT, including details on the type of data collected, the sources of such data, and our data retention policies. To submit a request, please contact us at [e-mail]; we will respond in accordance with Local Law 144, within 30 days.