Resident Experience Champion

FirstService Residential; Las Vegas (NV); On-site; USD 42,000 - 63,000; Full time

Job summary

FirstService Residential seeks a Resident Experience Specialist to serve as a key contact for residents, board members, and vendors, delivering prompt, professional support and resolving inquiries related to accounts, billing, services, and community operations.

You will document interactions in our systems, collaborate with Community Managers and internal teams to resolve issues, balance policy with customer needs, and identify opportunities to improve the resident experience.

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

Interpersonal skills

Organizational skills

Communication skills

Active listening

Collaboration

Judgment and decision making

Prioritization

MS Office proficiency

Tools

MS Office

Job description

FirstService Residential seeks a Resident Experience Specialist to serve as a key contact for residents, board members, and vendors, delivering prompt, professional support and resolving inquiries related to accounts, billing, services, and community operations.

You will document interactions in our systems, collaborate with Community Managers and internal teams to resolve issues, balance policy with customer needs, and identify opportunities to improve the resident experience.