The Company

Do you aim high? Are you genuinely helpful? Are you looking for a place where you can make a difference, receive ongoing support and training, and build a rewarding, long-lasting career? Then you may be a good fit for FirstService Residential, North America’s foremost property management firm. 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, we think you should get to know us.

 

Job Responsibilities

This position is responsible for the utilization, training, support and management of the Connect system. This position will create, maintain and distribute user guides, facilitate group and one-on-one training and serve as the primary point of contact for all market Connect questions.

Essential Duties & Responsibilities

The job duties listed are typical examples of the work performed by the Connect Coordinator  and may not include all duties performed.

Training & Development:

Schedule and facilitate Connect training sessions for new hires and existing staff as required, including setting up user profiles. Provide refresher training on specific features and modules by request. Manage and facilitate in-market Connect training to ensure comprehensive system understanding and adoption. Create, maintain, and distribute user guides for Connect, Connect Resident Portal, and mobile apps (including full system administrator guides, module-specific guides, and community navigation guides). Field questions and provide further training and guidance to end users as needed. Support Connect Leads in other markets by providing coaching and answering questions.

Technical Support:

Troubleshoot and resolve integration issues with other platforms, including but not limited to WelcomeLink, Jenark, and Qualtrics. Research system issues and provide solutions where possible, or submit bug tickets for resolution by the National Team. Plan and implement local rollouts of new modules, system updates, and mobile apps. Maintain user access rights, system configurations, and ensure data integrity across platforms. Conduct User Acceptance Testing (UAT) for system enhancements, bug resolutions, and new/revised modules. Partner with Customer Care to drive improvements in info center quality and First Call Resolution metrics. Troubleshoot and escalate issues related to property managers’ concerns and operational incidents. Assisting in resolving Connect related tickets in Zendesk Assist in resolving HODA escalations Assist in reporting and analytics related to resident care products

System Implementation & Enhancements:

Oversee the import of data from accounting systems to Connect for new properties. Collaborate with the National Team to submit enhancement requests and provide feedback for system improvements. Support the setup, maintenance, and optimization of modules and features within the Connect system. homeowners.

Meetings & Collaboration:

Participate in Board Meetings, Sales Meetings, and other relevant calls to demonstrate the platform and discuss its capabilities. Participate in regularly scheduled meetings, including Property Manager’s meetings, Office Manager’s meetings, and Connect Forum calls. Meet with Executive Leadership/Regional Directors to support Connect adoption and provide data-driven insights. Provide data and input to support executive decision-making and process improvements.

Leadership & Process Improvement:

Identify and correct concerns with processes and procedures, implementing necessary changes or providing suggestions for improvement. Work as a liaison between administrative teams and Connect support functions, ensuring smooth communication and operational alignment. Assist sales and marketing teams with the promotion and advertising of Connect capabilities, including the Resident Portal and mobile apps. Identify and implement process changes to assist with the success of HODA

Other Duties:

Provide feedback to corporate IT support teams and contribute to special projects, product rollouts, and system enhancements. Distribute audit reports and analyze system usage with Supervisors and Regional Directors. Perform other tasks and responsibilities as assigned by management.

 

Additional Duties & Responsibilities

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 to meet schedules. Notify supervision of unusual equipment or operating problems and the need for additional material and supplies. May participate in any variety of meetings and work groups to integrate activities, communicate issues, obtain approvals, resolve problems and maintain specified level of knowledge pertaining to new developments, requirements, policies, and regulatory guidelines. 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.

Supervisory Responsibility

N/A

 

Education & Experience

Associate’s or Bachelor’s degree in an applicable field Property management and/or IT background Advanced knowledge of Microsoft equipment, operating systems, software and browsers Knowledge and experience with other internet applications, web browsers and software, including mobile devices and apps Experience with customer service and operational support Data management, problem-solving and troubleshooting expertise

 

Knowledge, Skills & Proficiencies

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. 

 

Ability to prioritize and multi-task to meet deadlines Works well independently and as a team player Handles complaints diplomatically Demonstrates leadership qualities and abilities Highly organized and attentive to detail Works efficiently under pressure Excellent written and verbal comprehension and communication skills Self-starter and resourceful problem-solver Maintains a professional and personable demeanor at all times Willingness to go above and beyond Handles change in a positive manner Conduct timely follow-up on items of concern Builds strong rapport with co-workers, clients and customers

Tools & Equipment Used

Computer and peripherals, standard and customized software applications and tools, and usual office equipment.

 

 

Physical Requirements / 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.

Sitting at a desk for extended periods of time Use of computer equipment; Desktop PC, Laptop/Tablet, external hardware Transportation mobility to/from properties and meetings Ability to lift up to 30 lbs.

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.

Travel

Occasional travel within the market may be recommended:

Travel to properties for the purpose of equipment installation/software setup and training Travel to Board meetings and Sales meetings as required

Disclaimer

The above information on 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.