Resident Experience Champion

FirstService Residential; Las Vegas (NV); On-site; USD 45,000 - 60,000; Full time

Benefits offered by this job

Competitive salaries

Top-tier medical, dental & retirement

Career training & professional growth

Job summary

FirstService Residential is seeking a Resident Experience Specialist in Las Vegas to serve residents, board members, and vendors with prompt, professional support. You will handle accounts, billing inquiries, and community operations while ensuring high service standards.

You will collaborate with Community Managers and Regional Directors, document interactions, and help prevent repeated inquiries through proactive education and process improvements.

Qualifications

• 2+ years customer service experience (Required)
• Proficient in Windows and Microsoft Office (Outlook, Word, and Excel, etc.) (Required)
• Community Management or real estate experience is a plus.

Responsibilities

• Deliver professional, high-quality service when handling inquiries from residents, board members, and vendors, ensuring prompt and thorough resolution.
• Collaborate with Community Managers, Regional Directors, internal departments, and the National Customer Care Center to resolve issues efficiently.
• Accurately document all interactions and resolutions in the appropriate systems, meeting established SLA and KPI standards.
• Gather and evaluate information to understand resident needs, provide education when applicable, and help prevent repeat inquiries.
• Review and close resident service tickets and open calls in Connect, ensuring timely follow-up on outstanding items.
• Balance company policies with customer needs to ensure fair and effective resolutions.
• Identify and recommend process improvements to enhance the overall resident experience.
• Partner cross-functionally to address and resolve community or client-facing issues.

Skills

Exceptional interpersonal skills

Strong organizational skills

Outstanding communication skills

Tremendous listener

Collaborative team player

Judgment and decision-making

Prioritization under pressure

MS Office proficiency

Education

2+ years customer service experience

Proficient in Windows and Microsoft Office (Outlook, Word, Excel)

Tools

MS Office

Job description

FirstService Residential is seeking a Resident Experience Specialist in Las Vegas to serve residents, board members, and vendors with prompt, professional support. You will handle accounts, billing inquiries, and community operations while ensuring high service standards.

You will collaborate with Community Managers and Regional Directors, document interactions, and help prevent repeated inquiries through proactive education and process improvements.