Resident Experience & Support Specialist

FirstService Residential; Austin (TX); On-site; USD 42,000 - 64,000; Full time

Job summary

FirstService Residential in Austin, TX, is seeking a ResidentSupportSpecialist to help residents, board members, managers, and vendors with information, inquiries, and requests about products and services. You will assist with account questions, billing, and complaints, and document interactions as needed.

You will collaborate with property managers and internal teams to resolve issues efficiently, maintain records in the appropriate systems, and ensure timely responses while meeting KPIs.

Qualifications

• Associate degree in business or related field preferred
• 2+ years of customer service experience in a service industry setting
• Strong proficiency in Windows and Microsoft Office (Outlook, Word, OneNote, Teams, Excel)
• Real estate experience a plus

Responsibilities

• Handle incoming resident inquiries from residents, board members, vendors, managers, and regional directors professionally and resolve issues promptly
• Collaborate with property managers, regional directors, and internal teams to ensure timely responses
• Document resolutions in appropriate systems and applications
• Resolve inquiries within prescribed timelines while meeting KPIs
• Gather information from residents and vendors, review accounts, and educate to reduce future contacts
• Provide quality service across multiple areas and triage inquiries such as account updates, balances, documents, requests, and work orders
• Close homeowner service tickets and communicate with management when needed
• Maintain open communication with managers and internal departments
• Balance company policy with customer needs and drive process improvements
• Work cross-functionally to solve client-facing problems
• Assist residents with requests related to accounts, resale, documents, architectural modifications, compliance, access control, disputes, and work orders

Skills

Customer service

Communication

Organization

Multitasking

Interpersonal skills

Education

Associate degree in business or related field

Tools

Windows

Outlook

Word

OneNote

Teams

Excel

Job description

FirstService Residential in Austin, TX, is seeking a ResidentSupportSpecialist to help residents, board members, managers, and vendors with information, inquiries, and requests about products and services. You will assist with account questions, billing, and complaints, and document interactions as needed.

You will collaborate with property managers and internal teams to resolve issues efficiently, maintain records in the appropriate systems, and ensure timely responses while meeting KPIs.