Resident Services Coordinator

FirstService Residential; Austin (TX); On-site; USD 57,308,000 - 60,174,000; Full time

Benefits offered by this job

Medical plans

Dental plan

Vision plan

401k with company match

Paid holidays

Job summary

FirstService Residential seeks a Resident Services Specialist to assist residents, board members, managers, and vendors by providing information and resolving inquiries about products and services. The role includes handling account questions, complaints, billing, and documenting interactions; occasional logging of calls may be required by management.

Responsibilities include coordinating move in/out, clubhouse reservations, city inspections, and preparing for board meetings.

Qualifications

• Associate degree in business or related field preferred.
• 2-3 years of customer service experience in a service industry setting.
• Must have strong proficiency in Windows and Microsoft Office, (Outlook, Word, OneNote, Teams, and Excel, etc.).
• Real estate experience a plus.

Responsibilities

• Professionally handle incoming requests from residents, board members, vendors, managers, and regional directors and ensure that issues are resolved both promptly and thoroughly.
• Collaborate directly with property managers, regional directors, internal departments, and associates to ensure a timely resolution of all inquiries.
• Document the appropriate resolution of all interactions within the appropriate systems and applications.
• Resolve all open inquiries within prescribed timelines while meeting all key performance indicators.
• Thoroughly and efficiently gather information from residents, board members, and vendors, access their accounts and evaluate their needs, educate them where applicable to prevent the need for future contacts, and document interactions through contact tracking.
• Provide quality service and support in a variety of areas.
• Review and close all homeowner service tickets and open calls in Connect that are not specifically awaiting a Community Association Manager's response.
• Maintain an open line of communication with property managers, regional directors, and internal departments and associates.
• Maintain a balance between company policy and customer benefit in decision-making. Handles issues in the best interest of both customer and company.
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.
• Work cross-functionally to effectively solve client-facing problems.
• Coordinate: Assessment and late fees - waive late fees, if appropriate.
• Coordinate: Move in/out - scheduling - including making special arrangements.
• Coordinate: Clubhouse and party room reservations.
• Coordinate: Elevator reservation - including making special arrangements.
• Coordinate: City inspections - including making special arrangements.
• Coordinate: Assist with providing resale documents.
• Coordinate: Assist with homeowner document requests.
• Coordinate: Create and close work orders.
• Coordinate: Additional assignments and duties may be assigned from time to time.
• Coordinate: Prepare for annual meetings, monthly board meetings, and special meetings; attend if requested.

Skills

Customer service

Microsoft Office

Real estate experience

Education

Associate degree in business or related field

Tools

Windows OS

Outlook

Excel

Teams

OneNote

Job description

FirstService Residential seeks a Resident Services Specialist to assist residents, board members, managers, and vendors by providing information and resolving inquiries about products and services. The role includes handling account questions, complaints, billing, and documenting interactions; occasional logging of calls may be required by management.

Responsibilities include coordinating move in/out, clubhouse reservations, city inspections, and preparing for board meetings.