Resident Experience Concierge

FirstService Residential; Las Vegas (NV); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Competitive salaries

Medical, dental, and retirement plans

Career training & development

Job summary

FirstService Residential seeks a Resident Experience Specialist to serve residents, board members, and vendors with prompt, professional support. You will resolve inquiries related to accounts, billing, services, and community operations while documenting interactions in our systems.

The role emphasizes delivering exceptional service, collaborating with Community Managers and internal teams, and identifying process improvements to enhance the resident experience.

Qualifications

• 2+ years of customer service experience (Required)
• Proficient in Windows and Microsoft Office (Outlook, Word, 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

Tools

MS Office

Windows OS

Job description

FirstService Residential seeks a Resident Experience Specialist to serve residents, board members, and vendors with prompt, professional support. You will resolve inquiries related to accounts, billing, services, and community operations while documenting interactions in our systems.

The role emphasizes delivering exceptional service, collaborating with Community Managers and internal teams, and identifying process improvements to enhance the resident experience.