Resident Services Associate

FirstService Residential; California (MO); On-site; USD 32,000 - 34,000; Full time

Benefits offered by this job

Medical, dental, and vision plans

401K match

Paid time off

Tuition reimbursement

Employee assistance program

Job summary

FirstService Residential is seeking a Resident Services Associate for the Rancho Mission Viejo community. You will be the ambassador for the front desk, delivering exceptional customer service and coordinating resident communications.

The role requires strong English communication, professional presentation, and the ability to manage multiple tasks. Bilingual Spanish is desirable, and hours are Tuesday through Saturday with daytime shifts.

Qualifications

• Front-end customer service experience is required.
• 2+ years of experience with 55+ demographics is desirable.
• CPR and First Aid certification is desirable.
• College-level courses in Business, Hospitality, or Management are desirable.

Responsibilities

• Provide high-level front-end concierge services to residents.
• Respond to residents professionally and promptly.
• Handle telephone inquiries and messages courteously and accurately.
• Assist residents with amenity reservations and service requests.
• Attend meetings with management as requested.
• Staff community activities and events as needed.
• Track and evaluate service levels to improve operations.
• Maintain confidentiality and adhere to company standards.

Skills

Customer service

Communication

Bilingual Spanish

English proficiency

Problem solving

Time management

Professional conduct

Teamwork

Confidentiality

Adaptability

Safety awareness

Education

CPR and First Aid certification

College-level courses in Business/Hospitality/Management

Job description

Description

Job Overview

The Resident Services Associate / Front Desk serves as the ambassador to all resident first impressions with the FirstService Residential team on behalf of the community of Rancho Mission Viejo.

This position will primarily provide exceptional customer service in serving residents of this community as part of the front desk team. Possesses strong communication, telephone, and customer service skills.

Compensation

$23-25/hr

FirstService Residential will compensate the successful candidate in accordance with the posted range. The salary or wage paid to the successful candidate will be commensurate with experience, education, and specific job responsibilities. For positions designated at a client's property, the salary or wage will also be premised upon the client's directive. The base pay range is subject to change and may be modified in the future.

Hours

Tuesday – Saturday

8:30AM – 5:00PM

(hours subject to change to accommodate business needs)

Your Responsibilities

• High-level front-end concierge services to the residents of the community to provide a quality community lifestyle experience.
• Responds to residents in a professional, courteous and timely manner, without exception.
• Ensure that the telephone is answered professionally, and messages are handled courteously, accurately and in a timely manner.
• Assist residents with the amenity reservation process and service requests. Respond to homeowner inquiries regarding facility usage and maintenance concerns.
• Attend and participate in designated meetings or functions as requested by the Resident Services Manager, Assistant General Manager, and/or General Manager.
• Positively collaborate and assist with all RanchLife and RanchRide activities and/or events as it relates to facility readiness for the activity and/or event to take place; this position will also be asked to staff various community activities and/or events as needed.
• Anticipates and improves services and/or facilities by obtaining and evaluating resident observations, and feedback.
• Tracks accomplishments and challenges, constantly evaluating the service levels and how operations can be improved.
• Improves services by obtaining and evaluating resident observations opinions, and criticisms.
• Other duties as assigned.

Skills & Qualifications

• An ability to follow oral and written directions, keep accurate records, fill out logs and journals, and perform administrative operational functions.
• Works effectively with co-workers, clients, vendors, and others by sharing ideas in a constructive and positive manner; able to address problems and issues constructively to find mutually acceptable and practical business solutions.
• Strong ethical practices.
• Proficient in speaking, reading and writing English as this position requires interfacing verbally with the public, tenants, peers and supervisors.
• Bilingual Spanish, desirable
• General math skills.
• Ability to determine next level involvement for problem resolution.
• Must demonstrate good judgment.
• Must be able to work well under pressure and deadlines, as well as work independently and prioritize time effectively.
• Ability to make decisions and solve problems creatively.
• Practice and adhere to FirstService Residential global service standards.
• Conduct business at all times with the highest standards of personal, professional and ethical conduct.
• Ensure all safety precautions are followed while performing the work.
• Follow all policies and Standard Operating Procedures as instructed by Management.
• Perform any range of special projects, tasks and other related duties as assigned.
• Must model positive attitude and customer service skills when communicating with our clients and associates.
• Strong verbal and written communication skills.
• Ensure confidentiality between FirstService Residential, Board Members, homeowners and staff.
• Enforce all rules, regulations and policies as established by the Board of Directors.
• Must be well groomed and maintain a professional demeanor at all times.
• Must have outstanding administrative and organizational skills, with the ability to perform multiple tasks at the same time.
• Must be able to research information from the internet or other appropriate resources in a time efficient manner.
• Must be able to identify priorities and implement efficiencies.
• Must be able to keep commitments; keep others informed of work progress, timetables and issues; address problems and issues constructively to find mutually acceptable and practical business solutions.
• Address others by name, title or other respectful identifier, and; respecting the diversity of our workforce in actions, words and deeds.

Education & Experience

• Must have previous experience in front end customer service in property management, concierge services in hospitality or other like industries.
• At least 2 years of experience working with a 55+ demographic is desirable.
• Certification in CPR and First Aid is desirable.
• Completion of College level courses with concentration in Business, Hospitality or Management is desirable.

Physical Requirements And Working Environment

• Must be able to sit and/or stand for extended periods of time.
• Must be able to lift up to 35 pounds to support community events and activities set up and tear down.
• Must have finger dexterity for use of a keyboard.
• Must be able to handle pressure and stress related to the job.
• Must work effectively with co-workers, clients and others by sharing ideas in a constructive and positive manner; listening to and objectively considering ideas and suggestions from others; keeping commitments; keeping others informed of work progress, timetables and issues; addressing problems and issues constructively to find mutually acceptable and practical business solutions; and; respecting the diversity of our workforce in actions, words and deeds.
• The work environment characteristics are small office conditions at an onsite facility.
• Occasional evening and weekend meetings/events will be required.
• Consistent and regular attendance required.
• Hours over and above normal office hours will occur, including evenings, holidays, and some weekends. Schedule is subject to change based on business needs.

Tools & Equipment Used

• General office equipment
• Valid California State Driver’s License and state mandated insurance.

What We Offer

• Medical, dental, and vision plans (full time and those working 30+ hours)
• Part time 20+ hours qualify for dental and vision
• 401K match
• Time off including vacation, sick, and company paid holidays
• Pet insurance available
• Tuition reimbursement
• Legal services
• Free emotional wellbeing and daily life assistance support for all associates
• Domestic partner coverage
• Health savings account
• Flexible spending account

About Us

FirstService Residential transforms the property management landscape by providing professional association management services to over 9,000 residential communities across the United States and Canada.

Our dedication to associate satisfaction and growth is recognized by our Great Place to Work certification, exemplifying our commitment to fostering a positive and inclusive workplace culture. Our 19,000 associates can count on competitive salaries, top-tier medical, dental, and retirement benefits, career training, and support for continued professional development.

Experience exceptional service with a fulfilling career in property management with FirstService Residential.

To learn more about our company and culture, please visit www.fsresidential.com/california

Disclaimer

The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. This is not an all-inclusive job description; therefore, management has the right to assign or reassign schedules, duties, and responsibilities to this job at any time.

FirstService Residential is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status.

Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with federal and state laws, as well as applicable local ordinances. All offers of employment with FirstService Residential are contingent upon a satisfactory background check.

Automated Employment Decision Tool (AEDT) Usage

We may utilize an Automated Employment Decision Tool (AEDT) in connection with the assessment or evaluation of candidates. The AEDT is designed to assist in objectively evaluating candidate qualifications based on specific job-related characteristics.

Job Qualifications and Characteristics Assessed

The AEDT evaluates candidates based on job qualifications and characteristics pertinent to the role, including skills, experience, and competencies relevant to the position requirements. These qualifications are determined by the unique needs of each role within our company.

Alternative Selection Process or Reasonable Accommodations

Candidates who require an alternative selection process or a “reasonable accommodation,” as defined under applicable disability laws, may make a request through our designated contact channel [e-mail].

Requesting Information About the AEDT - NYC Local Law 144

Candidates who reside in New York City and are subject to NYC Local Law 144 may request information about the AEDT, including details on the type of data collected, the sources of such data, and our data retention policies. To submit a request, please contact us at [e-mail]; we will respond in accordance with Local Law 144, within 30 days.