Resident Relations Specialist

Job Title: Resident Relations Specialist

Reportsto: General Manager

Location: Rocklin, CA

Salary Range: $17-18/hr

FirstService Residential will compensate the successful candidate in accordance with the posted range. The salary or wage paid to the successful candidate will be commensurate with experience, education, and specific job responsibilities. For positions designated at a client's property, the salary or wage will also be premised upon the client's directive. The base pay range is subject to change and may be modified in the future.

The Company

FirstService Residential is North America's foremost property management firm. Our dedication, responsiveness and integrity are why thousands of communities across the U.S. and Canada choose FirstService Residential to manage their properties. We have expertise working with complex communities with large budgets and numerous amenities. In addition, we manage commercial associations and mixed-use developments, as well as multi-family and investor-owned rental and REO properties for institutional and private equity clients.

We're all about our associates, and as we continue to grow, we're looking for even more quality people who share our dedication to doing what's right, improving residents' quality of life, building great relationships and truly making a difference for their clients, their colleagues and themselves. Is that you? If so, apply today or join our community and learn more about FirstService Residential.

To learn more about our company and culture, please visitwww.fsresidential.com/california

WHY WORK FOR US?

At FirstService Residential, we're all about our associates and are always looking for passionate, dedicated individuals to join our team. We employ people across a range of occupations and offer benefits for both full and part-time employees.

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
• Verizon discount
• Tuition reimbursement
• Legal services
• Free emotional wellbeing and daily life assistance support for all associates
• Domestic partner coverage
• Health savings account
• Flexible spending account

SUMMARY

The Resident Relations Specialist (“RRS”) supports the on-site staff and provides responsive service to every resident or guest they encounter. The RRS is the interface who executes a variety of concierge/social/resident functions enhancing the resident experience at their property or community. While all on-site positions promote and exude warm and helpful service, the RRS position specifically focuses on “Five-Star” service excellence. The RRS is tasked with understanding residents expressed and unexpressed preferences and executing a full-service hospitality platform under the direction of the Assistant General Manager. The RRS is customer focused with excellent interpersonal communication and organizational skills and has a “can do” attitude. He/she must understand and adopt all community management tools (communications mediums, Connect, Access Control, Security etc.) daily to enhance the lifestyle of every resident.

In addition, the RRS supports and executes administrative tasks as directed by the Board of Directors and management. This position requires skilled representation (verbal, written, visual) at all times, with peak emphasis on delivering friendly, helpful and professional service to all residents, co-workers and management.

ESSENTIAL DUTIES AND RESPONSIBILITIESinclude the following. Other duties may be assigned.

• Identifies and clarifies residents expressed and unexpressed needs, answers questions and gives direction and instructions in a professional helpful manner.
• Answers the telephone within two rings, using correct salutations, personal identification and telephone etiquette.
• Takes, records and relays messages accurately, completely and legibly.
• Complies with service expectations and company standards as well as policies and procedures.
• Accommodates Resident requests expediently and courteously within 24 hours of initial call. Follows up with person assigned to task and Resident to ensure completion of the request.
• Attends and participates in designated meetings or functions as required by the Assistant General Manager or the Board of Directors.
• Administers the access control program, which includes the issuance of FOBS/property access cards/ID cards and updates tracking software.
• Informs all vendors and residents of rules and regulations.
• Assists with set up for new residents or files, orientation, Click pay and access cards.
• Maintains complete knowledge and complies with the HOA's policies and procedures.
• Maintains fresh organized workstations with necessary supplies throughout shift as well as administers the cleanliness of the offices entrance and lobby.
• Maintains current vendor information to accommodate all resident requests.
• Generates confirmation letters based on departmental standards and delivers to residents upon completion of each coordinated arrangement.
• Makes accurate timekeeping and payroll entries each day in accordance with company policy.

QUALIFICATIONS

Will possess past Resident Services, Customer Service and/or Hospitality experience.

Is highly organized and detailed oriented with a “can do” team player attitude. Has excellent communication and customer service skills and is administratively strong. Is proficient in MS Office with the willingness and ability to learn company internal software. Is able to multitask while working at times under pressure and in a diverse environment. Must be passionate about providing our residents exemplary customer service at all times.

• Ensures personal appearance are clean and professional at all time whilemaintaining a pleasant demeanor.
• Demonstrates consistent effective written, verbal and listening communication skills.
• Demonstrates problem-solving abilities independently and responsibly.
• Has the ability to quickly adapt to change both in client needs and policies and procedures which have been implemented by management and the HOA Board of Directors.
• Able to work independently and as a team and prioritizes daily workload efficiently and professionally.
• Receptive to receiving constructive feedback regarding personal performance for professional development.
• Must work effectively with co-workers, residents and others by sharing ideas in a constructive and positive manner; listens to and objectively considers ideas and suggestions; keeps commitments and keeps others well informed of work progress, timetables and issues; address' problems and issues constructively to find mutually acceptable and practical business solution; address' others by name, title or other respectful identifier.
• Must be flexible in work schedule which may include AM/PM shifts, weekends and holidays.

CERTIFICATES, LICENSES, REGISTRATIONS

Valid California Driver's License and State Mandated Vehicle Insurance

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee 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 mobile enough to move about the facilities, including up and down stairs and recreational areas and navigate uneven surfaces.
• Must be able to lift up to 25 pounds.
• Must be able to sit and stand for extended periods of time.
• Must have finger dexterity for typing/using a keyboard.
• Must be able to actively talk and listen to clients, vendors, co-workers and supervisors.

Disclaimer

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.