Resident Support Operations Lead

FirstService Residential; BLOOMINGTON (MN); On-site; USD 40,000 - 41,000; Full time

Benefits offered by this job

Health benefits

401k with company match

Paid time off

Paid holidays

Job summary

FirstService Residential in Bloomington, MN is seeking a Resident Support Services Team Lead to oversee the RSS team, drive process improvements, and ensure high-quality homeowner support services. You will lead meetings, conduct 1:1s, and partner with senior leaders to execute company priorities and KPIs.

The role requires supervisory experience, strong communication, and the ability to manage performance metrics and customer inquiries.

Qualifications

• 2 years of office management and previous supervisory experience required.
• High school diploma or GED required.
• Associate’s or Bachelor’s degree in business field or property management and/or at least 4 of transferrable work experience preferred.
• Basic proficiency in MS PowerPoint, Excel, and Word strongly preferred.

Responsibilities

• Provide direct support and oversight to RSS team; conduct ongoing 1:1’s and check-ins as needed, training and development.
• Lead operation and implementation of work processes within the RSS team.
• Lead team meetings; creating and distributing meeting agendas and recap summary.
• Partner with the Manager of RSS, Director of Operations and other leaders working cross functionally on execution of company priorities and initiatives that flow in part or in whole through the RSS team.
• Propose, implement, and manage administrative policies, standard operating procedures and performance metrics that will strengthen the RSS team and meet organizational and client objectives.
• In partnership wit the Director of Operations, engage, strategize, review and improve current procedures and policies, to enhance efficiencies and processes within the team
• Conduct annual performance reviews with review and approval of the Director of Operations
• Work directly with escalated customer inquiries and/or complaints
• Work closely with Connect Manager, Senior WelcomeLink Coordinator, and CSS Team Lead to ensure information and processes are followed closely by the support teams.
• Create necessary accounts internally for new associations.
• Support the RSS team by professionally handling incoming requests to meet team SLA’s while ensuring a high level of customer service, as necessary
• Provide and coordinate back-up administrative support, as needed.

Job description

FirstService Residential in Bloomington, MN is seeking a Resident Support Services Team Lead to oversee the RSS team, drive process improvements, and ensure high-quality homeowner support services. You will lead meetings, conduct 1:1s, and partner with senior leaders to execute company priorities and KPIs.

The role requires supervisory experience, strong communication, and the ability to manage performance metrics and customer inquiries.