Resident Services Specialist

FirstService Residential; Plantation (FL); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Medical plans

Dental

Vision

401k with company match

Time off benefits

Job summary

FirstService Residential in Plantation, FL is seeking a Resident Services Specialist to respond to inquiries from residents, boards, managers, and vendors, resolving account questions, complaints, errors, and billing in a timely, thorough manner.

You will collaborate with property managers and internal teams to ensure resolution, log interactions, document outcomes, and drive service improvements while maintaining policy alignment and customer satisfaction.

Qualifications

• Regular attendance and punctuality to required shifts and meetings.
• Adherence to FirstService Residential Global Service Standards.
• Professional demeanor and ethical conduct at all times.
• Ability to perform operations to maintain workflow and meet deadlines.
• Follow safety precautions and company policies.
• Participate in meetings and work groups to coordinate activities.
• Open to variety of projects and assigned duties as needed.

Responsibilities

• Professionally handle incoming requests from residents, board members, vendors, managers, and regional directors and ensure issues are resolved promptly.
• Collaborate with property managers and internal departments to ensure timely resolution of inquiries.
• Document resolutions within appropriate systems and applications.
• Resolve open inquiries within prescribed timelines while meeting KPIs.
• Gather information from residents and vendors, assess needs, educate to prevent future contacts, and document interactions.
• Provide quality service and support across areas.
• Review and close homeowner service tickets in Connect not awaiting CM response.
• Maintain communication with property managers and internal teams.
• Balance policy and customer benefit in decision-making.
• Drive process improvements to enhance customer experience.
• Work cross-functionally to solve client-facing problems.
• Coordinate assessment of late fees, move in/out scheduling, and special arrangements.

Skills

Regular attendance

Company standards

Professional conduct

Deadline adherence

Safety procedures

Policy compliance

Cross-functional collaboration

Process improvement

Job description

Job Overview

The Resident Services Specialist will provide residents, board members, managers, and vendors with information in response to inquiries, concerns, and requests about products and services. In addition, the Resident Services Specialist will resolve account questions, complaints, errors, billing, and other queries. The Resident Services Specialist may occasionally log and document residents’ calls if necessary or directed by management.

• 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.
• Move in/out - scheduling - including making special arrangements.

Job Overview

The Resident Services Specialist will provide residents, board members, managers, and vendors with information in response to inquiries, concerns, and requests about products and services. In addition, the Resident Services Specialist will resolve account questions, complaints, errors, billing, and other queries. The Resident Services Specialist may occasionally log and document residents’ calls if necessary or directed by management.

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.
• Move in/out - scheduling - including making special arrangements.

Skills & Qualifications

• Must maintain regular and punctual attendance to required shifts, meetings, training, and related employment engagements to support position responsibilities and duties.Any alterations to the required schedule must be reviewed and approved, in advance, by your supervisor.
• Practice and adhere to FirstService Residential Global Service Standards.
• Conduct business at all times with the highest standards of personal, professional, and ethical conduct.
• Perform or assist with any operations as required to maintain workflow and meet deadlines.
• 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.
• May participate in any variety of meetings and work groups to integrate activities, communicate issues, obtain approvals, resolve inquiries and issues, and maintain a specified level of knowledge about new developments, requirements, policies, and regulatory guidelines.

What We Offer

As an associate, you will be eligible for full comprehensive benefits to include your choice of multiple medical plans, dental, vision. In addition, you will be eligible for time off benefits, paid holidays, and a 401k with company match.

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

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.