Customer Support Specialist

FirstService Residential; New York (NY); On-site; USD 31,684 - 33,062; Full time

Benefits offered by this job

Full comprehensive benefits

Vacation and sick time

401k with company match

Job summary

FirstService Residential in New York City is seeking a Resident Services Specialist to assist residents with inquiries, resolve issues, and coordinate services for community living. You will collaborate with Property Managers, Regional Directors and internal teams, document interactions, manage tickets and respond promptly to requests while maintaining confidentiality and high service standards.

This full-time role offers comprehensive benefits, paid holidays, vacation time, and a 401(k) with

Qualifications

• Associate's degree in business or related field preferred, or equivalent combination of education and experience.
• 2-3 years customer service experience in a service industry setting.
• Must be proficient in Windows and Microsoft Office (Outlook, Word, Excel).
• Ability to learn and navigate new technology platforms.
• Property Management or Real Estate experience is a plus.

Responsibilities

• Professionally handle incoming requests from residents and ensure issues are resolved promptly and thoroughly.
• Collaborate with Property Managers, Regional Directors, internal departments and National Customer Care Center to ensure timely resolution.
• Document resolution of interactions within appropriate systems and applications.
• Resolve all open inquiries within prescribed timelines.
• Gather information from residents, board members and vendors, access accounts and educate to prevent future contacts.
• Review and close homeowner service tickets in Connect and manage open calls.
• Maintain balance between policy and customer benefit; handle issues in best interest of both customer and company.
• Identify opportunities to drive process improvements that enhance customer experience.
• Move in/out scheduling, clubhouse, party room and elevator reservations; assist realtors and sellers with documents.
• Additional assignments may be assigned as needed.

Skills

Customer service

Communication

Organization

Teamwork

Multitasking

Conflict resolution

Education

Associate's degree in business or related field

Tools

Windows OS

Microsoft Office

Job description

Job Overview

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

Description

Job Overview

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

Your Responsibilities

• Professionally handle incoming requests from residents and ensure that issues are resolved both promptly and thoroughly.
  • Collaborate directly with Property Managers, Regional Directors, internal departments and National 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 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
  • Assessment and late fees -- waive late fees, if appropriate
  • Move in/out scheduling, including making special arrangements
  • Clubhouse and party room reservations
  • Elevator reservations, including making special arrangements
• Assist realtors and sellers ordering resale documents
• Assist with homeowner document requests
• 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.
• 2-3 years customer service experience in a service industry setting
• Must have strong proficiency in Windows and Microsoft Office (Outlook, Word, Excel, etc.).
• Ability to learn and navigate new technology platforms
• Property Management or Real Estate experience is a plus
• 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 multi-tasking 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.

Physical Requirements

• Able to lift up to 30 pounds.
• Able to squat, kneel, stoop to floor level, occasional climbing, and walking.
• Able to speak clearly and make self-understood.
• Able to see objects closely to print; read instructions and recognize numerals.
• Able to concentrate without interruptions.
• Able to follow instructions and handle occasional stress on the job.

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, EAP services, Life Insurance, and Long-Term Disability coverage.
• In addition, you will be eligible for vacation and sick time off benefits, 10 paid holidays, and a 401k with company match.

Compensation

$23 - $24 hourly

Disclaimer

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

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

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

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.