Resident Services Specialist

With more than 225 branch offices across North America, Associa is building the future of community for nearly five million residents worldwide. Our 11,000+ team members lead the industry with unrivaled education, expertise, and trailblazing innovation. For more than 43 years, Associa has brought positive impact and meaningful value to communities. To learn more, visit www.associaonline.com.

Job Description

The Resident Services Specialist is the face of the community. This position plays a vital role in ensuring resident engagement and satisfaction by providing genuine and hospitable service with each interaction. An understanding of service, and a desire to be both friendly and professional to residents is a key factor in the success of the position. This is a part-time, on-call position to provide scheduling coverage.

Duties include but are not limited to:

• Demonstrates excellent customer service with each interaction and touch point.
• Proactively welcomes and directs residents, guest and vendors entering and or exiting the lobby.
• Answers telephones, and emails in a timely and friendly manner.
• Resolves and takes ownership of issues and requests.
• Understanding resident needs and providing personalized solutions and suggestions.
• Develops and maintains service relationships with residents to meet their needs and exceed their expectations.
• Alert residents to arriving guests, deliveries, and vendors.
• Assist residents with their business needs such as shipping packages and printing.
• Taking messages for residents and associates.
• Interacts with residents to ensure they are aware of activities and amenities.
• Assist and arrange any special services requested by residents.
• Receive and process incoming and outgoing mail and packages.
• Communicates a recap of the day with the Community Manager.
• Ensures the Front Desk is never left unattended.
• Utilize, manage, and maintain software for resident requests.
• Responds to emergency situations in a timely and efficient manner.
• Monitors and controls access to the building.
• Return homeowner correspondence-phone calls, emails and TSQ requests **24 HR Response**
• Input notes into database regarding correspondence.
• Process workflows for account adjustments-credits, charges, or refunds.
• Input workorders or schedule work directly with vendor.
• Coordinate parking passes and gate/garage openers.
• Assess compliance fees for keys, parking passes or openers.
• Assess compliance fines to homeowner ledger as directed by Community Manager.
• Input response forms as received.
• Administrative duties such as but not limited to: Close violations, Monitor ARC applications, newsletters, homeowner notices, welcome packets, invoices, website requests and more.
• Contact vendors as needed for routine or annual maintenance needs.
• Enter new vendors including obtain W9 and COI as needed.
• Process vendor maintenance forms as needed.
• Upload Documents to website Governing Docs, Rules and Regs, Forms, Notices, etc.
• Community event coordination – attendees, permits, licenses or fees.
• Board Meeting or Annual Meeting Attendance (as needed with supervisor approval).
• Correspondence with realtors and title companies.
• Process incoming and outgoing mail – USPS, Fed Ex and UPS.
• May be assigned other duties by the on-site Community Manager.
  
  

Requirements

Knowledge and Skills:

• Knowledge of Microsoft Office products (Word, Excel, Outlook, etc.) at a proficient level
• Knowledge of typical business correspondence (grammar, structure, punctuation, spelling, etc.) at a proficient level
• Knowledge of conflict resolution techniques at a proficient level
• Professional communication skills (phone, interpersonal, written, verbal, etc.).
• Professional customer service skills
• Self-motivated, proactive, detail oriented and a team player
• Time management and time critical prioritization skills
  
  

Education and Experience:

• Minimum of 1-2 Years' experience in customer service, hospitality, or property management perferred.
• Training will be provided.
  
  

Benefits Summary:

• World-Class Training
• Individual and Branch Achievement Bonuses
• CAI (Community Association Industry) Course/Designation Assistance
• Paid Time Off/Holidays
• Comprehensive Medical Benefits
• Employee Referral Bonus Program
• Wellness Incentives
  
  

Compensation:

Hourly: $17 hour; direct experience highly considered.

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.