Front Desk Associate (Part Time)

FirstService Residential

Glendale (CA)

On-site

USD 32,000 - 33,000

Part time

2 days ago

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Benefits offered by this job

Medical, dental, and vision plans

401K match

Paid time off

Pet insurance available

Job summary

FirstService Residential in Glendale, CA is seeking a Part Time Front Desk professional to provide residents, board members, and vendors with exceptional service. Responsibilities include answering inquiries, resolving complaints, updating account information, and handling billing questions with urgency and accuracy.

The role requires 2–3 years of customer service experience, an Associate's degree preferred, and proficiency with Windows/Microsoft Office; Zendesk experience is a plus.

Qualifications

Associate's degree preferred or equivalent combination of education and experience.
2-3 years customer service experience in a service environment.
Strong proficiency in Windows and Microsoft Office (Outlook, Word, Excel).
Community management or real estate experience is a plus.

Responsibilities

Handle inquiries from residents, board members, and vendors and resolve issues promptly and thoroughly.
Collaborate with Community Managers, Regional Directors, and internal teams to ensure timely resolution.
Document resolution of all interactions in the appropriate systems.
Resolve inquiries within SLA targets.
Meet or exceed KPIs designated by management.
Gather information, access accounts, educate to prevent future contacts.
Provide service excellence with empathetic communication.
Review and close resident service tickets in Connect.
Log and document calls as directed by management.
Balance company policy with customer benefit in decision making.

Skills

Effective communication

Organization & planning

Critical thinking

Attention to detail

Prioritization under pressure

Confidential information handling

Team & independent work

Education

Associate's degree or equivalent

2-3 years customer service

Windows & Microsoft Office

Real estate/Community management a plus

Tools

Zendesk

MS Office

Job description

Description

Job Overview

The Part Time Front Desk will provide residents, board members, and vendors with the highest level of service excellence by providing information in response to inquiries, concerns and requests about products and services. In addition, the Resident Experience Specialist will resolve complaints, errors, account questions, billing, and other queries. It is the expectation that all communications will be handled with urgency, quality, and the utmost highest level of customer satisfaction as defined by FirstService Residential.

Compensation

$23-24/hr

Compensation Details

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.

Hours

Friday, Saturday & Sunday
3:00PM - 11:30PM
(Hours subject to change to accommodate business needs)

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, nor is it expected that all positions will be assigned every duty.

Professionally and with service excellence in mind, handle incoming requests from residents, board members, and vendors and ensure that issues are resolved both promptly and thoroughly.
Collaborate directly with Community 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 inquiries within designated SLA-s.
Meet or exceed KPI-s designated by management.
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 service excellence, empathetic communication and support in a variety of areas.
Review and close all resident service tickets and Open Calls in Connect that are not specifically awaiting a Community Manager response.
The Resident Experience Specialist may occasionally log and document residents- calls if necessary or directed by management.
Maintain a balance between company policy and customer benefit in decision-making.
Handles 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 issues

Coordinate

Assessment and late fees - waive late fees, if appropriate.
Move in/out - scheduling - including making special arrangements
Clubhouse and party room reservations
Elevator reservation - including making special arrangements
Assist realtors and sellers ordering resale documents
Assist with homeowner document requests
Create and close work orders
Key fob replacement and access issues
Additional assignments and duties as may be assigned from time to time

Skills & Qualifications

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.

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 multitasking 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.

Education - Experience

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, and Excel, etc.).
Ability to learn and navigate new technology platforms.
Community Management or real estate experience a plus.

Physical Requirements and 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.

Exposure to numerous interruptions and surrounding conversations.
Able to lift up to 35 pounds.
Ability to multi-task.
Able to use hands and arms for calculating, typing, grasping, pulling, etc.
Able to perform tasks requiring eye-hand contact.
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.
Occasionally reaches at or above the shoulder height.
Ability to talk on the phone and work on a computer for long period of times
Ability to work extended/flexible hours and weekends occasionally

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.

Tools - Equipment Used