Are you the missing piece? As North America's leading property management company, we know the value of fitting in with a local team, of being part of a well-oiled machine, but empowered to act when needed. We are looking for energetic, adaptable people who understand that they are part of something larger and want a long-lasting career creating human connections. Our associates are the reason for our success, so we recruit quality people who will always do what's right and build great relationships with the residents of the communities we serve. At FirstService Residential, we live our values every day. If you are passionate about helping people live better lives and are looking for an environment with room for career growth, you're in the right place!

The Resident Services Administrator assists with the management and administration of the day to day operations of the Community Association business. Handle customer service functions. Maintain communication with Board of Trustees and homeowners. Serves as the primary source of contact for residents and homeowners on association matters.

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.

• Regular attendance and punctuality are essential functions for the role

• Assure that the policies, resolutions and other acts of the Board are carried out

• Be knowledgeable of all Association Governing Documents, Rules and Regulations and general legal requirements of a community association

• Provide excellent customer service and maintain open lines of communication with fellow Associates, homeowners and Board of Trustees

• Have general knowledge and understanding of building systems and components

• Follow all policies and procedures of the Company

• Work closely with Management to learn all responsibilities of site operations

• Such other duties and responsibilities as may reasonably be directed and required

• Log work requests in Connect and generate work orders for maintenance staff and/or contractors

• Update work order log with notes and action taken by vendors.

• Close open work orders in system when complete by vendor. Work order is not considered complete unless the vendor has signed original work order and returned to office.

• Provide Community Manager with work order log for inclusion in Board package.

Fiscal:

• Record, date and time stamp incoming invoices daily.
• Mail original invoices and 1 copy of package to Client Accounting.
• One copy of invoice package into voucher book.
• Verify checks when returned from Client Accounting. Ensure that all invoicing backup is attached to check and duplicate payments are not received.

Governance / Administration:

• Greet all homeowners and visitors coming to the Association office.
• Answer all calls and log both incoming and outgoing calls in Connect.
• Assist all walk-in customers and defer to Community Manager or Assistant Community Manager, when necessary.
• Maintain office supplies – prepare order to submit to Community Manager for review and approval.
• Maintain Association filing – homeowner filing, correspondence, work orders, accounting documentation etc.
• Distribution of Board communication, as directed by Community Manager daily. All Board members are to receive any materials directed to a specific committee or Board member. The President is to be consulted if there is any question related to distribution.
• Mailings, as directed by Community Manager.
• Record, date and time stamp incoming mail.
• Record Keeping – binders to be kept with the following: Monthly Agendas, Modification Requests, Work Orders, Financials (including Social/Trip accounting). Meet with Community Manager weekly to ensure completion of open action items.
• Assist with preparation of Board meeting agenda, monthly management report and all other reports and material needed for Board Packet; distribute one week in advance of meeting
• Prepare closing documents as required. Update Connect to reflect new owners.
• Update homeowner directory and create new homeowner file.
• Copy of all documents to be kept in homeowner file.
• Set up homeowners with Connect access.

Community Relations / Communication:

• Provide excellent customer service and maintain open lines of communication with fellow Associates, homeowners and Board of Trustees
• Update and maintain community information in Connect, including but not limited to the Community Web Site, Community Projects, Management Reports and all Association documents and forms
• Utilize Connect's Resident Alert feature in order to keep homeowners apprised of Association activities and important updates, subject to Board authorization
• Provide customer service assistance to homeowners as needed. Assist with homeowners' calls and inquires and respond accordingly or direct to the appropriate party.
• Log all homeowner inquires in Connect Call Log
• Assist with preparation of newsletter, where applicable

• 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.

This position does not require any supervisory responsibilities

Bachelor's degree or equivalent work experience

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.

• Strong organizational skills

• Strong written and verbal communication skills

• Excellent word processing, mathematic, and computer skills required.

Computer and peripherals, standard and customized software applications and tools, and usual office equipment.

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

• Position involves sitting, standing, stooping, kneeling, pushing, shoving, lifting, carrying and moving objects that can weigh up to 25 lbs. This movement can occur throughout the day. Must also be able to climb several flights of stairs if necessary.
• Must be able to sit and stand for extended periods of time.
• Must be able to communicate both on the phone and in person with our clients in order to resolve issues and manage the business.
• Must have finger dexterity for typing/using a keyboard.
• Must be mobile enough to move around both the office in order to make copies, send mail and faxes and to walk around the property. This could include lengthy walks on uneven areas.
• Talking and hearing occur continuously in the process of communicating with guests, supervisors, and other associates.
• Capable of working extended hours, to include evenings, weekends and holidays as necessary.
• This position may alternate between working indoors in a controlled climate and with proper lighting, to an outdoors setting with variable climate and lighting.
• Must be able to interact with all types of individuals, be mentally alert, detail oriented, and with good reasoning skills.
• Must be able to work on more than one assignment at a time with frequent interruptions, changes and delays. Must be able to remain focused and work effectively, efficiently, and cheerfully under such circumstances. For safety reasons, employee must remain alert to working conditions and aware of safety, health, and environmental concerns.
• Must be able to work effectively and cheerfully in an environment which may be stressful due to adversarial situations resulting from the proper performance of duties

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

N/A

The above information on 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.