Onsite Resident Service Coordinator (SCCA2024-6624)

GrandManors is a Division of RealManage, a company that specializes in the management of community associations with onsite staff. Our mission is to provide the best possible lifestyle HOA management services to our partner communities by encompassing the Best People, Best Technology, and Best Service reputation of RealManage and its CiraConnect division. The GrandManors professional staff has decades of experience managing age-restricted communities, luxury high-rise condominiums, co-ops, urban mixed-use, and large-scale single-family developments with complex amenities. Our focus is on customer service and lifestyle for the residents and the boards we serve- ensuring that the community receives the finest management in the industry.

RealManage is a values-based company with the following values as our guiding principles:

• Integrity: we always do the right thing.
• Respect: for our customers, employees and company; mutual respect is the cornerstone for every RealManage relationship.
• Selflessness: more than teamwork; we are part of something special and much larger than any of us.
• Personal Relationships: we are a professional services company; people do business with people they like.
• Always Improving: never satisfied, always learning and always growing; one is either getting worse or getting better...never staying the same. At RealManage, we are always getting better.
  
  

Summary

Responsibilities

This is a Thursday – Monday position. As a first-contact ambassador, you assure that all incoming phone and email correspondences are routed to the correct personnel and face-to-face interactions with residents receive your full, helpful attention. You will be active in the day-to-day operations of the on-site facilities by assisting the Facilities Manager and other GrandManor staff as needed in overseeing the daily needs of the community with key fob/account activations, room rental information/set-up, assessment/architectural general questions, and community event set-up/participation as a small example. This position supports the Facilities Manager to meet TMC goals and objectives by ensuring effective and efficient day-to-day operations of the Talega community vision via the maintenance of the common grounds and facility, providing recreational, administrative support and customer service assistance, upholding the aesthetics of the community as directed by the Board; and ensure that the highest level of service is being provided to TMC.

ESSENTIAL DUTIES AND RESPONSIBILITIES include but are not limited to the following:

• This is a Thursday – Monday position.
• Perform daily review of voicemail, email and resident concerns/issues, work to answer all quickly and escalate higher level concerns to appropriate team members.
• Follow up regularly on all outstanding work orders if instructed, generate new work orders with guidance from Facility Manager as needed.
• Follow-up on outstanding bid proposals and/or related information for the Facilities Manager as directed.
• Set-up access, monitor, and enforce community guidelines for all facility use activities/amenities throughout the community.
• Monitor and report violations of TMC Guidelines to the Facility Manager
• Assist Facility Manager with monitoring facility usage, be familiar with reservation calendars, and complete facility pre and post-inspections as needed.
• Check and adjust H.V.A.C. daily for all TSAC reservations, events and programs.
• Provide input regarding maintenance, repairs, purchases or policies that may benefit TMC fiscally, decrease liability, or enhance resident satisfaction.
• Perform all facility-related administrative duties assigned by Facility Manager
• Assist with monthly management reports for presentation to the Board of Directors (Vandalism Report, Facility Usage Report, Facility Closure Report, etc)
• Ensure all customer service calls and related work orders are handled in accordance with TMC procedures.
• Assist the Facilities Manager in completing and/or implementing facility-related items resulting from TMC Board of Directors meetings.
• Monitor facility usage and be familiar with rental requests, inspections, and reservation calendars and coordinate with appropriate patrol personnel as needed. Help prepare rooms for special events as time permits.
• Main point of contact for incoming resident traffic, phone calls, emails, access control programming, transponder/lost key fob changes, and resident/guest inquiries.Assist with the coordination of all TMC and TLC events/activities, including facility set-up and breakdown duties, when necessary
• Assist in monthly deactivations and activations of access control devices for punitive or other purposes as necessary.
• Assist with the coordination of and attend designated TMC meetings or functions as requested
• Assist with updating and organizing all TMC project files and maintenance manuals as needed
• Perform any other duties as assigned
  
  

Qualifications

• Excellent customer service skills are necessary as this position has face-to-face interactions with clients’ resident, vendors and the general public
• Ability to independently answer and place telephone calls. Must be able to hear to receive telephone calls and voice mail messages
• Excellent communication skills, both verbal and written, with the ability to develop thorough and concise written communications
• Outstanding administrative and organizational skills, with the ability to perform multiple tasks at the same time
• Must be proficient with Microsoft Office. Must be able to work on a computer and input information into databases and spreadsheets and prepare correspondence
• Must be able to handle pressure and deadlines as they relate to the job
• Must be flexible, calm and able to handle demanding clients and/or personalities with strength and professionalism
• Previous work experience in a customer service or facility environment is recommended; ability to lift/move up to 35 lbs
  
  

Pay and Benefits:

$23.00 to $27.00, depending on education and experience.

Benefits include:

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Life and Disability Insurance
• HSA (Required High Deductible Medical Plan to be eligible)
• FSA
• Education Reimbursement
• 401K matching
• Employee Assistance Program (EAP)
• 9 paid Holidays