Customer Service Representative (RSS) - Suburban Office

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

 

The Resident Services Specialist will provide residents, board members, and vendors with information in response to inquiries, concerns and requests about products and services. In addition, the Resident Services Specialist will resolve complaints, errors, account questions, billing, and other queries. The Resident Services Specialist may occasionally log and document residents' calls if necessary or directed by management.

 

Essential Duties & Responsibilities

 

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.

 

• Professionally handle incoming requests from residents, board members, and vendors and ensure that issues are resolved both promptly and thoroughly.
• Thoroughly and efficiently gather residents, board members, and vendors information, access their account and evaluate their needs, by educating them where applicable to prevent the need for future contacts and document interactions through contact tracking.
• Provide quality service and support in a variety of areas.
• Maintain a balance between company policy and customer benefit in decision making. Handles issues in the best interest of both customer and company.
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer's experience.
• Assessment and late fees -- waive late fees, if appropriate.
• Move in/out -- scheduling -- including making special arrangements.
• Clubhouse and party room reservations.
• Elevator reservation - including making special arrangements.
• City inspections -- including making special arrangements.
• Scheduling vendor to visit client location or Corporate office.
• Contact vendor to order additional association devices (fobs, garage remotes, gate openers, common area keys, storage locker keys, etc.) when supply is low.
• Contact vendor to order additional association maintenance and office supplies.
• Source and create vendor account for ordering supplies.
• Assist seller's attorney (assign access), buyer, relator and mortgage broker (with seller authorization).
• Assist with document requests and submit documents for board approval.
• Schedule clients to come to the Corporate office for key fob, lease drop off.
• Complete and submit change of ownership deed.
• Draft and proof letters and memos (water shut off, elevator, scheduling, construction, etc.).
• Create form letter to bank for unidentifiable payments.
• Return deposits once maintenance confirms no damage occurred.
• Create and close work orders.
• Periodically review and close out certain 'Open Calls' in Connect that are not specifically awaiting a Property Manager response.
• Additional assignments and duties as may be assigned from time to time.

 

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

 

None

 

Education & Experience

 

• Bachelor's degree (B.A./B.S.) in business or related field preferred, or equivalent combination of education and experience.
• 2-3 years customer service experience in a service industry setting.
• Must have strong proficiency in Windows and Microsoft Office, (Outlook, Word, and Excel, etc.).
• Real estate experience a plus.

 

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.

 

• 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

 

Tools & Equipment Used

 

• Computer (MS Office, FSR Connect)
• Telephone/Cell Phone
• Copy/Scanner/Fax Machine

 

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.

 

• Exposure to numerous interruptions and surrounding conversations.
• Able to lift up to 35 pounds.
• Ability to multi-task.
• Able to use hands and arms for calculating, typing, grasping, pulling, etc.
• Able to perform tasks requiring eye-hand contact.
• Able to squat, kneel, stoop to floor level, occasional climbing, and walking.
• Able to speak clearly and make self-understood.
• Able to see objects closely to print; read instructions and recognize numerals.
• Able to disseminate colors.
• Able to hear background noises.
• Able to distinguish smells to potential hazards.
• Able to concentrate without interruptions.
• Able to follow instructions and handle occasional stress on the job.
• Occasionally reaches at or above the shoulder height.
• Ability to talk on the phone and work on a computer for long period of times
• Ability to work extended/flexible hours and weekends occasionally

 

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

 

None

 

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.