Resident Support Specialist

FirstService Residential; Charlotte (NC); Hybrid; USD 24,796 - 30,307; Full time

Job summary

FirstService Residential in Charlotte, NC is seeking a Resident Support Specialist to focus on resident interactions and serve as a liaison between Community Managers, internal teams, and residents to ensure open lines of communication and excellent customer service.

In this role you will respond to a high volume of emails and calls, handle escalations, document inquiries, and collaborate with the operations team to deliver top-tier service.

Qualifications

• Two years of experience in administrative office functions is preferred.
• Bachelor’s Degree or equivalent combination of education and experience.
• Ability to work independently with minimal supervision in a fast-paced environment.
• Ability to interact with owners, residents and internal associates.
• Strong communication and writing skills are required.
• High level of attention to detail and accuracy.

Responsibilities

• Respond with great customer service to a high volume of emails and phone calls.
• Serve as the customer service front line while answering emails.
• Handle escalated phone calls from our Customer Care Center.
• Receive, record, respond, and/or route customer inquiries in an appropriate manner.
• Investigate customer inquiries, concerns, and issues in a timely and courteous manner.
• Document all contacts, actions, and responses in customer database.
• Collaborate with internal team to ensure highest level of service.
• Respond clearly and effectively to homeowner inquiries as needed.
• Maintain accurate property, owner and resident information in company software.
• Provide administrative support to the operations team as needed.
• Special projects and other duties as assigned by supervisor.

Skills

Two years of experience in admin ORM

Bachelor’s Degree

Independent working

Resident and owner interaction

Troubleshooting

Flexible and organized

Strong communications

Strong writing skills

MS Office Suite

Attention to detail

Teamwork / relationships

Education

Bachelor’s Degree

Tools

MS Office Suite

Job description

Description

Job Overview: As a Resident Support Specialist you will focus on resident interactions and act as a liaison between Community Managers, internal teams, and residents to ensure that lines of communication are open and viable, with a primary focus on providing excellent customer service. As part of the regional operations team covering a variety of community association support functions, other specialty roles may be assigned based on need.

Your Responsibilities

• Respond with great customer service to a high volume of emails and phone calls.
• Serve as the customer service front line while answering emails.
• Handle escalated phone calls from our Customer Care Center.
• Receive, record, respond, and/or route customer inquiries in an appropriate manner.
• Investigate customer inquiries, concerns, and issues in a timely and courteous manner.
• Document all contacts, actions, and responses in customer database.
• Assist in correspondence with mass communication emails.
• Follow established policy and procedures.
• Collaborate with internal team to ensure highest level of service is provided.
• Respond clearly and effectively to homeowner inquiries as needed.
• Maintain accurate property, owner and resident information in company software.
• Utilize Standard Operating Procedures to strive to exceed department expectations.
• Provide administrative support to the operations team as needed.
• Special projects and other duties as assigned by supervisor.

Skills & Qualifications

• Two years of experience preferred in administrative office functions including data entry, internal/external communication and task prioritization. Experience in high volume processing highly preferred.
• Bachelor’s Degree or combination of education, experience and training.
• Ability to work independently and with minimum supervision in a fast-paced environment.
• Ability to interact with owners, residents and internal associates.
• Ability to work alongside team members to assist in troubleshooting and problem solving.
• Flexible, organized and able to handle competing priorities.
• Strong communications skills (i.e., conversational skills and writing skills).
• Strong computer skills with a proficiency in MS Office Suite
• High level of attention to detail.
• Ability to establish and maintain effective working relationships.

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.

• Position involves sitting, standing, stooping, kneeling, pushing, shoving, lifting, carrying and moving objects that can weigh up to 25 lbs or more following appropriate safety procedures. This movement can occur throughout the day. Must also be able to climb several flights of stairs if necessary.
• Must be able to sit and 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 on uneven areas.
• Talking and hearing occur continuously in the process of communicating with guests, supervisors, and other associates.
• Capable of working extended hours, to include evenings, weekends and holidays as necessary.
• This position may alternate between working indoors in a controlled climate and with proper lighting, to an outdoors setting with variable climate and lighting.
• Must be able to interact with all types of individuals, be mentally alert, detail oriented, and with good reasoning skills.
• Must be able to work on more than one assignment at a time with frequent interruptions, changes and delays. Must be able to remain focused and work effectively, efficiently, and cheerfully under such circumstances. For safety reasons, employee must remain alert to working conditions and aware of safety, health, and environmental concerns.
• Must be able to work effectively and cheerfully in an environment which may be stressful due to adversarial situations resulting from the proper performance of duties
• If hybrid work schedule is arranged with supervisor, must follow agreed upon arrangement. Flexibility for hybrid schedule is subject to change by department leaders based on performance and work requirements.
• If hybrid work schedule is arranged, when working remotely must be able to work with same or better productivity than when in office. Remote work environment must be clear of distractions.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Hours over and above normal office hours will occur, including evenings, holidays, and some weekends. Schedule is subject to change based on business needs.

What We Offer

As a full-time exempt associate, you will be eligible for full comprehensive benefits to include your choice of multiple medical plans, dental, vision, and others. In addition, you will be eligible for time off benefits, paid holidays and a 401k with company match. Occasional travel may be required to attend training and other company functions.

Compensation

$19.00/hour

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.