Resident Services Coordinator

Job Description

The Resident Service Coordinator (RSC) is the primary point of contact for residents, guests, and vendors at The Carlton Condominium. This position emphasizes front-line customer service, administrative support, and the accurate use of BuildingLink to ensure residents receive timely assistance and that the management office operates smoothly. The RSC reports directly to the General Manager. All questions, concerns, or issues requiring escalation must be routed to the General Manager.

Key Responsibilities:

Resident & Concierge Relations

• Serve as the first line of communication with residents and the concierge team, ensuring smooth coordination of front desk operations.
• Act as the primary liaison with the pest control vendor, maintaining the ongoing service schedule and communicating with residents as needed.
• Respond to resident inquiries by phone, email, and in-person, resolving issues promptly or directing them to the GM/AGM within 1 business day.
• Provide information on community rules, regulations, and procedures.
  
  

Administrative Support

• Maintain and update resident records, including contact information, vehicle registration, and move-in/move-out documentation.
• Assist with distribution of notices, newsletters, and community communications.
• Support preparation of Board packets by preparing the violation report for the executive session and ensuring the concierge report is accurate and submitted to the GM no later than COB the fourth Thursday of the month (unless otherwise communicated).
• Maintain office filing systems and ensure records are kept organized and accessible.
• Assist with unit inspections as scheduled or as needed.
  
  

Alterations & Compliance

• Perform the initial review of alteration applications to ensure all required documents are included and accurate before turning them over to the AGM.
• Send all violation letters on behalf of management.
• Pull and finalize the monthly violation report for Board packet inclusion (due the fourth Thursday of each month).
  
  

Amenity & Event Oversight

• Manage party room reservations, including scheduling and coordination with residents.
• Conduct post-event inspections of the party room to check for damages or rule violations the following business day.
• Assist with amenity reservations, key fob distribution, pool passes, and parking registrations as directed.
  
  

Technology & Systems

• Operate BuildingLink to enter work orders, track packages, and send resident communications.
• Ensure resident contact information, vehicle records, and amenity reservations are accurate and up to date in BuildingLink.
• Provide basic assistance to residents with BuildingLink usage.
  
  

Community & Office Support

• Record and route incident reports within 24 hours or 1 business day following the incident.
• Provide administrative assistance for community events, programs, and special projects.
• Maintain a professional and organized management office environment.
  
  

Other duties as assigned.

Requirements

• Prior customer service or administrative experience required; property management or hospitality experience preferred.
• Proficiency in Microsoft Office and familiarity with BuildingLink or similar resident management platforms.
• Excellent interpersonal and communication skills, with the ability to handle resident concerns diplomatically.
• Strong organizational skills and attention to detail.
• Ability to manage multiple tasks and prioritize effectively in a busy office setting.
  
  

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.