Job Overview:

 

The Resident Support Services Team Lead is a key contributor, supporting the Director of Client Experience oversight of the Resident Support Services (RSS) team. The role directly supports the company mission, objectives, and goals, and is responsible for the oversight of property management homeowner support services.

 

Compensation: $25-28/hr

 

FirstService Residential will compensate the successful candidate in accordance with the posted range. The salary or wage paid to the successful candidate will be commensurate with experience, education, and specific job responsibilities. For positions designated at a client's property, the salary or wage will also be premised upon the client's directive. The base pay range is subject to change and may be modified in the future.

 

Job Responsibilities: include the following. Other duties may be assigned. 

Provide direct support and oversight to RSS team; conduct ongoing 1:1’s and check-ins as needed, training and development. Lead operation and implementation of work processes within the RSS team. Lead team meetings; creating and distributing meeting agendas and recap summary. Partner with the Director of Client Experience and other leaders working cross functionally on execution of company priorities and initiatives that flow in part or in whole through the RSS team. Propose, implement, and manage administrative policies, standard operating procedures and performance metrics that will strengthen the RSS team and meet organizational and client objectives. In partnership with the Director of Client Experience, engage, strategize, review, and improve current procedures and policies, to enhance efficiencies and processes within the team. Work directly with escalated customer inquiries and/or complaints. Work closely with cross functional leaders to ensure information and processes are followed closely by the support teams. Create necessary accounts internally for new associations. Support the RSS team by professionally handling incoming requests to meet team SLA’s while ensuring a high level of customer service, as necessary. Provide and coordinate back-up administrative support, as needed. 

Service Excellence: 

Practice and adhere to FirstService Residential Global Service Standards. Conduct business at all times with the highest standards of personal, professional, and ethical conduct. Provide service excellence, empathetic communication, and support in a variety of areas. Handles issues in the best interest of both customer and company. Build and sustain client and resident relationships through a high level of service excellence. 

Leadership:

Supervise and lead the RSS team. Provide coaching as necessary. Collaborate directly with Community Managers, Regional Directors, internal departments, and National Customer Care Center to ensure timely resolution of all inquiries. Offers helpful input when asked for suggestions for improved policies and procedures. Drive associate engagement. 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. 

Operations: 

Assign, monitor, and manage tasks and responsibilities. Follow all policies and Standard Operating Procedures as instructed by management. Evaluate performance on a regular basis using PowerBI dashboards and other performance reporting tools. Assist in recruiting, interviewing, hiring, and training members of the team. Stay connected on new and upcoming trends regarding industry standards of service. Work cross functionally to effectively solve client facing issues. Perform any range of special projects, tasks, and other related duties as assigned. 

Skills & Qualifications:

 

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. 

Ability to build and maintain positive working relationships. Strong communication skills, written, and verbal. Well-developed interpersonal aptitude including excellent organizational abilities. Effective problem-solver & collaborator. Skills and/or aptitude for managing a systems approach to administrative support. Must have a strong work ethic and be detail-oriented with excellent multitasking skills. Excellent time management skills to meet deadlines and display efficiency. 

Education & Experience: 

2 years of office management and previous supervisory experience required. High school diploma or GED required. Associate’s or bachelor’s degree in business field or property management and/or at least 4 years of transferrable work experience preferred. Basic proficiency in MS PowerPoint, Excel, and Word strongly preferred. 

Tools and equipment: 

Computer, Keyboard Office Equipment including phone system, printers, fax machines, mail machines, etc. 

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

Must be able to sit for extended periods. Must have finger dexterity for typing/using a keyboard. Talking and hearing occur continuously in the process of communicating with associates and clients.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Hours over and above normal office hours may occur, including evenings, holidays, and some weekends. Schedule is subject to change based on business needs.

 

What We Offer:

Medical, dental, and vision plans (full time and part time 30+ hours) Part time 20+ hours qualify for dental and vision 401K match Time off including vacation, sick, and company paid holidays Pet insurance available Verizon discount Tuition reimbursement Legal services Free emotional wellbeing and daily life assistance support for all associates Domestic partner coverage Health savings account Flexible spending account 

About Us:

FirstService Residential transforms the property management landscape by providing professional association management services to over 9,000 residential communities across the United States and Canada.

 

Our dedication to associate satisfaction and growth is recognized by our Great Place to Work certification, exemplifying our commitment to fostering a positive and inclusive workplace culture. Our 19,000 associates can count on competitive salaries, top-tier medical, dental, and retirement benefits, career training, and support for continued professional development.

 

Disclaimer:

The above information in 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.

 

FirstService Residential is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status.

 

Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with federal and state laws. All offers of employment with FirstService Residential are contingent upon a satisfactory background check.