Resident Coordinator

Firstservice-Residential; Annapolis (MD); On-site; USD 39,000 - 40,000; Full time

Benefits offered by this job

Medical plans

Dental & Vision

401k match

Paid holidays

Time off

Travel occasionally

Job summary

FirstService Residential is seeking a Resident Services Administrator to support day‑to‑day community association operations and provide exceptional customer service to residents and homeowners. You will work with the Board of Trustees and Management to maintain information systems, log requests, and manage communications across multiple channels.

The role emphasizes attention to governance documents, building systems knowledge, and confidential handling of information, with a focus on process

Qualifications

• Knowledge of Association Governing Documents, Rules and Regulations and general legal requirements of a community association
• Excellent customer service and open communication with residents, homeowners, Board of Trustees
• General knowledge of building systems and components
• Follow all Company policies and procedures
• Work with Management to learn site operations
• Log work requests in Connect and generate work orders for maintenance staff/contractors
• Update work orders with notes and actions taken by vendors
• Provide Board package with work order log
• Use resident alert feature for updates with Board authorization
• Assist homeowners and respond to inquiries or direct to appropriate party
• Log all homeowner inquiries in call log
• Assist with newsletter preparation where applicable

Responsibilities

• Be knowledgeable of governing documents, rules, and regulations
• Provide excellent customer service and maintain communications with residents and Board
• Understand building systems and components
• Follow company policies and procedures
• Learn site operations with Management
• Log and manage work orders for vendors
• Update logs and close completed work orders
• Support Community Manager with information for Board packages
• Maintain community information in portal and respond to inquiries
• Assist homeowners by handling calls and directing to the right party
• Document homeowner inquiries in call logs
• Assist with preparing newsletters when needed

Skills

Organizational skills

Communication skills

Word processing & computer skills

Critical thinking

MS Office / Outlook proficiency

Confidential information handling

Tools

Microsoft Office

Outlook

Job description

Description

ob Overview: As a Resident Services Administrator, you’ll be responsible for assisting with the management and administration of the day-to-day operations of the Community Association business. Handling customer service functions. Maintaining communication with Board of Trustees and homeowners. Serving as the primary source of contact for residents and homeowners on association matters.

Your Responsibilities

• Be knowledgeable of all Association Governing Documents, Rules and Regulations and general legal requirements of a community association
• Provide excellent customer service and maintain open lines of communication with fellow Associates, homeowners and Board of Trustees
• Have general knowledge and understanding of building systems and components
• Follow all policies and procedures of the Company
• Work closely with Management to learn all responsibilities of site operations
• Such other duties and responsibilities as may reasonably be directed and required
• Log work requests in Connect and generate work orders for maintenance staff and/or contractors
• Update work order log with notes and action taken by vendors.
• Close open work orders in system when complete by vendor. Work order is not considered complete unless the vendor has signed original work order and returned to office.
• Provide Community Manager with work order log for inclusion in Board package.
• Provide excellent customer service and maintain open lines of communication with fellow Associates, homeowners and Board of Trustees
• Update and maintain community information in portal, including but not limited to the c ommunity w ebs, c ommunity p rojects, m anagement r eports and all a ssociation documents and forms
• Utilize resident a lert feature to keep homeowners apprised of Association activities and important updates, subject to Board authorization
• Provide customer service assistance to homeowners as needed. Assist with homeowners’ calls and inquires and respond accordingly or direct to the appropriate party.
• Log all homeowner inquires in call log
• Assist with preparation of newsletter, where applicable

Skills & Qualifications

• Strong organizational skills
• Strong written and verbal communication skills
• Excellent word processing, mathematic, and computer skills required.
• 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.

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. 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. 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.

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, and vision. 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: $28-$29/hour