Job Overview:
The Resident Relations Supervisor is responsible for overseeing the daily activities of the Front Desk Team in addition to assisting Management in executing “Five-Star” service excellence to its residents. The Resident Relations Supervisor is customer-focused with excellent interpersonal communication and organizational skills and has a “can do” attitude. The successful candidate must understand and adopt all community management tools (communications mediums, Connect, Access Control, Security, etc.) on a daily basis to enhance the lifestyle of every resident. The Resident Relations Supervisor must be detail-oriented and have the ability to multitask several projects at one time. The successful candidate should be able to work independently and with supervision from the AGM/GM.
Compensation:
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, certifications, 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.
Your Responsibilities:
Supervises all front desk operations including but not limited to telephone, email, clerical activities, interfacing with residents, and other duties as assigned​. Answer customer service calls/emails from residents provide assistance and follow up as appropriate. Understand community guidelines and refer to governing document resources. Collect work orders/project proposals as assigned by Management. Inspect the community consistently for violations of community rules. Identify, input, distribute, and follow up on violations. Conduct resident verification and complete new owner orientations. Consistent use and maintenance of First Service Residential Connect system (resident database, community calendars, community website, work order, violation tools, task logs, etc.). Issue and monitor access fobs and maintenance of access databases. Coordination of resident facility rentals including application processing, event setup, monitoring, inspections, and deposit handling. Accept and process revenue (from facility rentals, access device purchases, etc.) Input and coordinate vehicle safelists. Assist owners with general assessment billing questions, payment options, and ACH setup. Maintain lost and found depository. Meet with Management on a regular basis to discuss Board projects or procedural updates. Handle all functions outlined in the procedural manual. Provide general administrative support to Management or perform other general office duties. Conducts onboard training for all new Resident Relations Specialists. Inspects the onsite facilities throughout the shift ensuring proper maintenance, safety, and cleanliness. Assists management with investigations, and tape/log reviews for property incidents. Reviews and approves RRS’s daily shift checklist and shift notes. Responds to and documents resident concerns and complaints in a timely manner before escalation to management. Monitors Electronic Security Control for Club facilities. Issues access fobs for resident use of community facilities. Resolves and follows up on all client complaints/issues in a quick and thorough manner. Documents and maintains daily activity logs and reports back to management for review and action if needed. Works efficiently to fulfill resident requests. Accurately input work orders for service requests in a timely manner; follow up with both Manager and resident at completion. Assists with the planning and implementation of Community Lifestyle events and activities. Follows safety procedures and maintains a safe work environment for all. Complies with service expectations and company standards as well as policies and procedures. Supervises team ensuring associate takes breaks and lunches according to HR policies and procedures and Nevada state laws.
Skills and Qualifications:
Possesses past Resident Services, Customer Service, and/or Hospitality LEAD experience. Highly organized and detail-oriented with a “can do” team player attitude. Has excellent communication and customer service skills and is administratively strong. Proficient in MS Office with the willingness and ability to learn company internal software. Is able to multitask while working at times under pressure in a diverse environment. Must be passionate about providing our residents with exemplary customer service at all times. Has the ability to balance resident needs with association needs and requirements. Ensures uniform and personal appearance are clean and professional at all times while maintaining a pleasant demeanor for self and team. Must be able to manage the work schedule and work schedule of Resident Relations Specialist including arriving to work on time, taking scheduled meal breaks in accordance with law, and clocking out at the time the scheduled shift has concluded. 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. Must be able to meet deadlines and communicate status to the Manager. Ability to work extended hours and weekends based on project requirements or as necessary to fill shifts in times of demand. Receptive to receiving constructive feedback regarding personal performance for personal and professional development. Works 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; addresses problems and issues constructively to find a 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. Proficient knowledge of Microsoft Applications, especially Outlook, Word and Excel. Command of information system hardware/software is preferred, including ADP. Ability to quickly and easily navigate the property/building as required to meet the job functions.
Education and Experience:
High school diploma or equivalency required. College-level courses in Business or Hospitality are preferred. Two (2) to three (3) years of Business/Hospitality experience preferred.
Physical Requirements:
Must be able to sit for extended periods of time. Must have finger dexterity for typing/using a keyboard. Must be able to hear to place and receive telephone calls. Must be mobile enough to move around the office in order to make copies, distribute mail, etc. Must be able to lift 35 lbs.
Work Location: Juhl 353 E. Bonneville Ave, Las Vegas, NV 89101
Work Hours: 10 am - 7 pm Weekends required
What We Offer:
11 company paid holidays Medical, dental, vision HSA and FSA Company-paid life insurance and Employee Assistance Plan Supplemental life, disability, accident, critical illness, hospital indemnity Identity theft, legal services Pet insurance 401(k) with company matchAbout 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, culture, and exciting career opportunities visit https://bit.ly/NV-Careers.
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.