Onsite Resident Services Specialist (DCO2023-4788)

Company Overview

Hammersmith is a division of RealManage. RealManage is a national Inc. 5000 firm that delivers a wide range of services to homeowners’ associations (HOAs), condominium associations, cooperatives, luxury high-rises, municipal utility districts, and master-planned communities. RealManage also serves nationally recognized developer/builder clients.

As one of the largest (#3 out of 5,000+ firms) and fastest-growing companies in the community management industry, RealManage also competes in the broader Property Technology space. The company is a tech-enabled, high-growth firm with 1500+ team members that operates in 19 states, serving 2500 community associations and over 500,000 homeowners. The company has experienced strong growth, both organically and via the acquisition of competitors. The RealManage mission is to provide comprehensive and innovative solutions; exceed the expectations of our customers; provide visibility and transparency in all that we do for our clients who place their trust in us; measure our performance and improve at the fastest rate possible; create a work environment that encourages professionalism, growth, and diversity; and grow a financially strong organization which will enable us to provide industry-leading innovations apart from our competition.

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

• Integrity we always do the right thing.
• Respect for our customers, team members, 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 / Hammersmith, we are always getting better.

Job Purpose

The purpose of the Resident Services Specialist is to facilitate, advise and assist the Community Manager in the daily onsite operations of the association. This includes building community compliance, harmony and promoting the general welfare of the community. The Resident Services Specialist is responsible for managing the daily operations of the homeowners Association, including but not limited to amenity supervision, reservation management,

Essential Duties And Responsibilities

• Primary contact during regular business hour 8am – 5pm
• Compiles weekly newsletter and distributes
• Manages calendar of private and public events for Village of Five
• Compiles weekly report for Board of Directors. Distributes every Friday via email to all Board of Directors and Community Association
• Assists Community Association Manager and Lifestyle Services Specialist in brainstorming new and exciting events and amenities for Candlewyck Condominiums
• Assists with Community and Private Events as needed.
• Identify violations and maintenance-related issues and reports findings to the Community Manager, and document maintenance-related issues in computer system. Careful attention to following up and executing failures in compliance related to association's governing documents.
• Manages and maintains new resident orientation program for owners and renters.
• Oversees and administers the Architectural Review process for changes to the units by owners; Presents report to community Manager to be signed.
• Monitor Vantaca system to answer owner questions and document updates.
• Handles all concierge duties and functions.
• Communicate with homeowners on property issues (i.e., special projects, community events, water shutdowns and repairs).
• Provide assistance to residents, staff, and vendors by fulfilling managerial role in lieu of Community
• Carries out decisions and actions of the Board and/or Community
• Responds to all emergencies; determines problems and solutions during regular hours or contacts the Community Manager and/or outside vendor for assistance.
• Assist Community Manager by attending board meetings and including the Annual Members Meeting and help facilitate in areas as needed.
• Draft minutes from Membership and Board meetings within seven (7) days following the meeting. Distribute to Community Manger for quality assurance within the same seven (7) days following the meeting.
• Assist the Community Manager with meeting notice distribution; collect, collate, and proxy management for annual/special meetings; sign-in of attending homeowners and guest speakers prior to meetings; and publishes meeting minutes on bulletin boards within the Association.
• Partner with Client Services to establish, maintain and update current community specific information; ensuring information is loaded into Hammersmith’s internal database systems and in order to consistently provide accurate information, communication and service to homeowners.
• Ensure Association documents are available on the Hammersmith website and in compliance with CCIOA and all related Senate & House bills.
• Maintain a calendar for all periodic duties (daily, weekly, monthly, annually) and a follow-up file to ensure they are accomplished.
• Oversee all reservations and any deposits.
• Maintain bulletin boards throughout the Association, which are for association business
• Compile monthly Resident Services Specialist report to be included in Board packet that will be presented by Community Manager for Board
• Document and report any loss or damage of any nature occurring in the building to the Community Manager with a full understanding of how to handle emergencies when they arise.
• Coordinate work requests with contracted
• Order supplies as required in connection with building and administration and building maintenance.
• Ensure cleanliness and organization of all work areas.
• Operate camera and recording system, Key fobs and gate stickers for car windshield.
• Performs other activities as requested by the Community Manager or Board of Directors
• Work with Community Manager in obtaining vendor

Plus other work relate tasks as needed

Qualifications

• Must possess personal values that are in alignment with those of the company, Excellence, Partnership, Professionalism, Integrity and Life Balance
• Skill in attention to detail, decision making, and problem solving
• Skill in business communication
• Skill in delivering excellent customer service
• Skill in operations management
• Skill in strong problem solving and troubleshooting
• Ability to build strong working relationships with Team Members
• Ability to demonstrate tenacity and a strong determination in achieving both company and personal goals/objectives
• Ability to develop and maintain a supportive a communicative partnership with all Directors and Department Managers
• Ability to effectively communicate both verbally and in writing
• Ability to perform duties with limited supervision
• Ability to stay alert to potential problems and propose changes to policies and programs
• Ability to utilize different computer software
• Ability to work a flexible schedule in order to meet deadlines
• Ability to work in a fast-paced environment
• Ability to be professional in appearance and presentation
• Ability to maintain positive, cordial, businesslike relationships with residents at all times
• Ability to attend after-hours meetings and events as needed

Additional Skills/Experience

• Demonstrate excellent organizational skills with the ability to prioritize and work effectively on multiple tasks in a fast-paced, demanding environment
• Demonstrated ability to make decisions, lead people and manage resources
• Focused on communication and interaction with various personalities and on problem solving.
• Be dependable/reliable and follow through on commitments, producing timely work, and pitching in to get the job completed
• Be attentive to detail and monitoring adherence to Association standards
• Valid driver’s license
• Great customer service and organizational aptitude

Benefits Medical, Dental, PTO / Vacation, Disability, 401K matching