Resident Support Services Manager

FirstService Residential; Las Vegas (NV); Sur place; USD 70 000 - 75 000; Plein temps

Avantages offerts par ce poste

Medical, dental, vision plans

401K match

Paid time off

Pet insurance

Tuition reimbursement

Legal services

Wellbeing support

Domestic partner coverage

HSA

FSA

Résumé du poste

FirstService Residential in Las Vegas is seeking a Resident Support Services Manager - West to lead a team of ~22 associates and ensure timely, accurate responses to resident inquiries. You will supervise Team Leads/Supervisors, work with HOA and Community Managers, and drive continuous improvement in service delivery.

The role emphasizes coaching, performance management, and cross-functional collaboration to meet business needs while maintaining high resident satisfaction.

Qualifications

• Leadership experience in a service setting (hospitality, property management or similar).
• Experience supervising a team and responding to customers in writing or email.
• Experience administering a ticketing system (Zendesk preferred).
• Bachelor’s degree preferred or equivalent combination of education and experience.

Responsabilités

• Ensure service excellence across all team members with quality responses to resident inquiries.
• Audit open/closed tickets and work orders to meet SLA and KPI targets.
• Escalate urgent/complex resident inquiries and coordinate cross-functional resolutions.
• Recommend and implement process improvements to enhance resident services.
• Provide coaching and training to team members as needed.
• Coordinate with CSS leader to cross-train associates and foster collaboration.
• Coach RSS team leaders and regional directors on best practices.
• Lead with a Talent Champion mindset to develop and support staff.

Connaissances

Team management

Clear communication

Organization skills

Critical thinking

Prioritization

Confidential data handling

Team collaboration

Policy alignment

Formation

Bachelor’s degree in business or related field

Outils

Zendesk

Description du poste

Description

The Resident Support Services Manager - West (RSS Manager) reports to the Director of Operations, West Hub, the Manager, RSS, West provides leadership to critical internal teams that are at the heart of our client deliverables. The Manager is responsible for overseeing Team Leads/Supervisors and their direct reports (approx. 22 associates). The Manager, RSS, West, works collaboratively with the HOA and Community Managers to ensure our residents’ needs are fulfilled in a timely and accurate way. This function identifies opportunities for continuous improvement, people development and internal relationship management to enable to team to be effective and ensure the requirements of the business are met.

Work Location:

Las Vegas, NV

Compensation:

$70,000-$75,000 / Annual

Job Responsibilities:

• Ensure service excellence is the focus across all team members in the department and that consistent, quality service and prompt resolution to all customer enquiries (tickets) is executed


• Conduct regular audits on open and closed tickets and work orders to ensure team is meeting and delivering defined service-level agreements (SLA) and key performance indicators (KPI). Periodically review and resolve escalated resident calls and inquiries from service agents


• Escalate urgent / complex resident inquires and work with appropriate cross functional departments to ensure resolution. Handle escalations of resident inquiries/tickets


• Make recommendations and implement process improvements to streamline and continuously enhance service offering to residents


• Provide coaching/training or assistance with providing resolutions to residents as required


• Coordinate with the CSS (Community Support Services) leader to cross train associates and identify opportunities for additional cross functional collaboration


• Coordinate and coach on best practices for the Property Management and Regional Director teams.


• Leads with the mindset of a Talent Champion – a leader who ensures that each member of the team is coached, supported, developed, listened to, throughout their career with the company


• Proposes solutions and enhancements for the RSS teams and overall business in conjunction with the Director, Operations West Hub


• Manages and oversees the RSS team and their direct reports, including managing team performance, coaching and managing performance as required, approving timecards, vacation requests, etc.


• Be able to interpret and understand dashboards and other analytics, reports and data, to make decisions and recommendations and manage team performance and department SLA


• Manages and implements continuous process improvements


• Keeps up to date with software updates and implements change/upgrades as software allows


• Create, build and update Standard Operating Procedures (SOP’s)


• Create, build and update process flows/mapping


• Generate reporting for various stakeholders with the Market and Regional Operations and Executive Leadership teams


• Create and maintain a wide variety of reporting for the Operations team


• Conduct interviews and hire RSS agents and Supervisors/Team Leads


• Facilitates process changes and improvements within ZenDesk


• Reviews Net Promoter Score (NPS) surveys and provides feedback to team members and other departments as needed


• This role requires travel to other locations based on Company needs in accordance with our Travel and Entertainment policy.


• Additional assignments and duties may be assigned from time to time

The job duties listed are typical examples of the work performed by positions in this job classification. Not all duties assigned to every position are included, nor is it expected that all positions will be assigned every duty.

Skills & Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.

• Team management


• Interact effectively, communicate clearly, and understand meeting the needs of others.


• Excellent organization, planning, motivation and interpersonal skills.


• Critical thinking, complex problem solving, judgment, and decision-making ability.


• Must have a strong work ethic and be detail-oriented with excellent multitasking skills.


• Ability to prioritize work, meet deadlines and work well under pressure.


• Ability to work with sensitive or confidential information.


• Ability to work in a team environment as well as independently and be self-driven


• Ability to balance policy and consistency with customer needs and the needs of the business

Education & Experience:

The ideal candidate will be either:

• A team leader from a service industry setting (hospitality, property management or similar), with experience responding to customers in writing or via email.

OR

• A call center supervisor with experience improving processes and systems, and experience administering a ticketing system (ideally, Zendesk)

Preferred candidates will also bring:

• Bachelor’s degree in business or related field preferred, or equivalent combination of education and experience.


• Advanced proficiency in Windows and Microsoft Office, (Outlook, Word, and Excel, Visio, etc.).


• Experience in data analytics, goal setting and performance management

Physical Requirements and Working Environment:

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to lift 25lbs.


• Must be able to sit for extended periods of time.


• Must be able to stand for extended periods of time.


• Must be able to communicate both on the phone and in person with our clients in order to resolve issues and manage the business.


• Must have finger dexterity for typing/using a keyboard.


• Must be mobile enough to move around both the office in order to make copies, send mail and faxes and to walk around the property. This could include lengthy walks and uneven areas.

Consistent and regular attendance required. Hours over and above normal office hours might occur, including evenings and some weekends. Schedule is subject to change based on business needs.

Supervisory Responsibility:

• Interview, hire and train new associates


• Develop staffing plans and use approved job descriptions to set performance expectations.

Tools & Equipment Used:

• General office equipment

What We Offer:

• Medical, dental, and vision plans (full time and part time 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 visitwww.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.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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.