Resident Experience Concierge

FirstService Residential; Las Vegas (NV); On-site; USD 42,000 - 60,000; Full time

Job summary

FirstService Residential is seeking a Resident Experience Specialist toserve as the main contact for residents, board members and vendors, delivering prompt, professional support and resolving inquiries related to accounts, billing and community operations.

The role emphasizes exceptional service, collaboration withCommunity Managers, and accurate documentation of interactions in our systems. This position may require schedule flexibility and a focus on resolving issues efficiently.

Qualifications

• 2+ years of customer service experience (Required).
• Proficient with 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

Collaborative

Judgment

Prioritization

Tools

MS Office

Excel

Job description

FirstService Residential is seeking a Resident Experience Specialist toserve as the main contact for residents, board members and vendors, delivering prompt, professional support and resolving inquiries related to accounts, billing and community operations.

The role emphasizes exceptional service, collaboration withCommunity Managers, and accurate documentation of interactions in our systems. This position may require schedule flexibility and a focus on resolving issues efficiently.