Job description

The Company

As the leading residential property management company in North America, we work hard to help communities thrive. Our dedication, responsiveness and integrity are why thousands of communities across the U.S. and Canada choose FirstService Residential to manage their properties. For more than four decades, communities have counted on FirstService Residential for their Minnesota property management needs. We have the Twin Cities covered, from Plymouth and Shakopee to Woodbury and downtown Minneapolis and St. Paul.

Job Responsibilities

The Resident Services Specialist will provide residents, board members, and vendors with information in response to inquiries, concerns and requests about products and services. In addition, the Resident Services Specialist will resolve complaints, errors, account questions, billing, and other queries. The Resident Services Specialist may occasionally log and document residents’ calls if necessary or directed by management.

Essential Duties & Responsibilities

The job duties listed are typical examples of the work performed by positions in this job classification. Not all duties assigned to every position are included, nor is it expected that all positions will be assigned every duty.

• Professionally handle incoming requests from residents, board members, and vendors and ensure that issues are resolved both promptly and thoroughly.

• Collaborate directly with Property Managers, Regional Directors, internal departments and National Customer Care Center to ensure timely resolution of all inquiries
• Document resolution of all interactions within the appropriate systems and applications
• Resolve all open inquiries within prescribed timelines

· Thoroughly and efficiently gather information from residents, board members, and vendors, access their account and evaluate their needs, educate them where applicable to prevent the need for future contacts and document interactions through contact tracking.

• Provide quality service and support in a variety of areas.
• Review and close all homeowner service tickets and Open Calls in Connect that are not specifically awaiting an Association Manager response
• Maintain a balance between company policy and customer benefit in decision-making; handle issues in the best interest of both customer and company.
• Continuously evaluate and identify opportunities to drive process improvements which positively impact the customer’s experience.

· Work cross functionally to effectively solve client facing problems

• Coordinate:

o Assessment and late fees – waive late fees, if appropriate.

o Move in/out – scheduling – including making special arrangements.

o Clubhouse and party room reservations.

o Elevator reservation - including making special arrangements.

o City inspections – including making special arrangements

• Assist realtors and sellers ordering resale documents
• Assist with homeowner document requests
• Create and close work orders.
• Additional assignments and duties as may be assigned from time to time.

Additional Duties & Responsibilities

• Practice and adhere to FirstService Residential Global Service Standards.
• Conduct business at all times with the highest standards of personal, professional and ethical conduct.
• Perform or assist with any operations as required to maintain workflow and to meet schedules. Notify supervision of unusual equipment or operating problems and the need for additional material and supplies.
• 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.
• Ensure all safety precautions are followed while performing the work.
• Follow all policies and Standard Operating Procedures as instructed by Management.
• Perform any range of special projects, tasks and other related duties as assigned.

Supervisory Responsibility

None

Education & Experience

· Associate’s degree in business or related field preferred, or equivalent combination of education and experience.

· 2-3 years customer service experience in a service industry setting.

· Must have strong proficiency in Windows and Microsoft Office, (Outlook, Word, and Excel, etc.).

· Ability to learn and navigate new technology platforms

· Real estate experience a plus.

Knowledge, Skills & Proficiencies

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.

· Interact effectively, communicate clearly, and understand meeting the needs of others.

· Excellent organization, planning, motivation and interpersonal skills.

· Critical thinking, complex problem solving, judgment, and decision making ability.

· Must have a strong work ethic and be detail-oriented with excellent multitasking skills.

· Ability to prioritize work, meet deadlines and work well under pressure.

· Ability to work with sensitive or confidential information.

· Ability to work in a team environment as well as independently and be self-driven

Tools & Equipment Used

· Computer (MS Office, FSR Connect)

· Telephone/Cell Phone

· Copy/Scanner/Fax Machine

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.

· Exposure to numerous interruptions and surrounding conversations.

· Able to lift up to 35 pounds.

· Ability to multi-task.

· Able to use hands and arms for calculating, typing, grasping, pulling, etc.

· Able to perform tasks requiring eye-hand contact.

· Able to squat, kneel, stoop to floor level, occasional climbing, and walking.

· Able to speak clearly and make self-understood.

· Able to see objects closely to print; read instructions and recognize numerals.

· Able to observe and distinguish colors on charts/graphs.

· Able to hear background noises.

· Able to distinguish smells to potential hazards.

· Able to concentrate without interruptions.

· Able to follow instructions and handle occasional stress on the job.

· Occasionally reaches at or above the shoulder height.

· Ability to talk on the phone and work on a computer for long period of times

· Ability to work extended/flexible hours and weekends occasionally. Schedule is subject to change based needs of the business.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Travel

None

Job Type: Full-time

Pay: $20.00 - $22.00 per hour

Benefits:

• Flexible schedule

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: Hybrid remote in Bloomington, MN 55425

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