Front Desk Operations Coordinator

Description

The Operations Coordinator, under the direction and supervision of the Community Manager and FirstService Residential provides superior customer service to residents and guests; is responsible for assisting in the daily operations of the Association; responds promptly to resident inquiries and concerns and resolves issues in a timely efficient manner. This includes but is not limited to all office tasks as outlined below. The position hours are Monday-Friday 7:30 a.m.-4:00 p.m. allowing for a 30-minute lunch. The Operations Coordinator and Desk Attendant Supervisor will be on a rotating schedule to assist the desk staff with finding coverage or covering an open shift if needed. There may be occasional staff meetings, training or shift coverage requiring additional hours.

Essential Duties and 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.

• Accountability for servicing customers with a focus on the values of FirstService Residential: Do

What’s Right, Own It, Improve It, Aim High, Build Great Relationships, and Be Genuinely Helpful

• Must maintain regular and punctual attendance to required shifts, meetings, trainings, and related employment engagements to support position responsibilities and duties. Any alterations to required schedule must be reviewed and approved, in advance by your supervisor.

Initiate Communication with Homeowners about Building or Association Issues

• Foster a welcoming and friendly environment for residents, guests, staff, and vendors.
• Communicating with homeowners about activities in the building, which may affect them via Connect, Email, Phone, Posting signs in message board/bulletin board/elevator.
• Respond to homeowner’s questions and concerns on a timely basis.
• Assist in providing individualized communications to homeowners about pertinent matters.

Manage Building Information

• Assist in maintaining Connect database of homeowners and building information as well as utilizing it as a form of communication.
• Responsible for maintaining calendars of building activities.
• Responsible for maintaining secure key entry system by keeping all key records updated in the database and in the entry system.
• Help to ensure that information utilized by other staff is kept current.

Support On-Site Staff

• Oversees Desk Attendant Supervisor and supports their role as team leader of desk staff. Ensure that employees have necessary tools, and access to necessary physical and informational resources to do their work.
• Collaborate with Desk Attendant Supervisor for communications to staff regarding new procedures and policies. May assist in training new regular or float desk staff.
• If Desk Attendant Supervisor is out, Operations Coordinator will submit the payroll grid or send the weekly Friday memo to staff.
• The Operations Coordinator and Desk Attendant Supervisor will be on a rotating schedule to assist the desk staff with finding coverage or covering an open shift if needed.
• Assists in keeping the Front Desk Manual and Connect database up-to-date and focused on supporting Desk Attendants in their work.
• Coordinate appropriate coverage of front desk for planned vacation or if taking off company observed holidays.

Building Maintenance

• Assist in maintaining updated Vendor List.
• Help to coordinate day-to-day building maintenance issues with staff and/or vendors and make sure that proper authorization for the job is acquired before starting project.

Contact and Advise Contractors Serving the Association

• Help to advise contractors of homeowner versus association responsibility.
• Help to monitor contractor compliance with the Rules and Regulations.
• Help to oversee work to its satisfactory completion.
• Advise the Community Manager when non-routine problems occur or work is not satisfactorily completed.

Respond to Resident Inquiries and Requests—General

• Respond to homeowner’s questions and concerns. The Office is the central on-site contact for addressing homeowner questions and concerns.
• Answer all incoming calls, answer all emails, and voice mails in a timely manner.

Respond to Resident Inquiries and Requests—Specific

• Write Work Orders for On-Site Maintenance Tasks
• • Help to advise homeowners on issues of homeowner versus association expenses.
• Move-In, Move-Out Dates/Schedules: Coordinate move in of new tenants and support unit owner in assisting lessees as they acclimate to the Association, as per Rules and Regulations, electronic fob, and garage card, etc.

Order Services/Approve Payments

• Responsible for placing orders for supplies and services needed for the Association.
• Submit charge forms to Association in a timely manner for charges and payments made by owners

Miscellaneous Duties/Projects

• Create/assist in creating effective systems for the front desk
• Help to Create/assist in creating procedures and forms to support the operations of the building.
• Work on miscellaneous projects, as necessary or as requested by the Community Manager.
• Work on miscellaneous duties and tasks as necessary for proper operation of the building.
• Responsible for maintaining accurate audits for both package rooms, educating carriers on the procedures, and assisting owners with common issues that arise with package rooms.

Security and Camera System

• Responsible for maintaining secure key entry system and updating key records in database and entry system. Program electronic key fobs with unit and/or resident identity.
• Help to program electronic key fobs and garage cards with unit and/or resident identity
• • Disable, add, rename fobs, and garage cards as needed.
• Help to prepare incident reports for incidents that take place in the building. Take pictures of the incident as soon as possible.
• Contact the security companies when necessary for security system tweaking, and for questions, requests, and additional training.

Oversee Unit Leasing Compliance

• Distribute Leasing Requirements paperwork.
• Coordinate move in of new tenant.
• Ensure that all Move-in/Move-out fees are assessed.

Connect

• Assist in maintaining all owner and renter information in Connect.
• Assist in maintaining updated association information with Community Manager
• Responsible for distribution of memos, letters, and other relevant information to homeowners.

Education and Experience
Qualifications Required:

• High School Diploma
• Associate or bachelor’s degree (Preferred)
• Proficient computer skills: Excel, Outlook, and Word
• Knowledge of basic administrative duties and organization skills
• Exceptional communication skills – verbal and written
• Attention to detail and accuracy
• Problem solving skills
• Previous Association Management experience or a general understanding of Condo Associations

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.

• Customer service focused and understands the value of a smile and positive interaction.
• Ability to work as a team and communicate with fellow team members: Community Manager, Maintenance Staff, Desk staff, and Association Manager
• Ability to multi-task and prioritize duties
• Professional demeanor and collaborative attitude
• Proactive and deadline oriented
• Resourceful and decisive in handling daily issues
• Articulate and can communicate clearly in writing and verbally
• Superior attention to detail, organizational and follow-up abilities
• Reliable, punctual, and discrete

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.

• Standing, sitting, walking throughout the property, ability to lift/move up to 30 lbs., use of a keyboard.

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.

Disclaimer
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.
What We Offer:
As a full-time non-exempt associate, you will be eligible for full comprehensive benefits to include your choice of multiple medical plans, dental, vision, EAP services, Life Insurance, and Long-Term Disability coverage. In addition, you will be eligible for vacation and sick time off benefits, 10 paid holidays, and a 401k with company match.

Compensation: $25-$27 an hour

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.

Automated Employment Decision Tool (AEDT) Usage: We may utilize an Automated Employment Decision Tool (AEDT) in connection with the assessment or evaluation of candidates. The AEDT is designed to assist in objectively evaluating candidate qualifications based on specific job-related characteristics.

Job Qualifications and Characteristics Assessed: The AEDT evaluates candidates based on job qualifications and characteristics pertinent to the role, including skills, experience, and competencies relevant to the position requirements. These qualifications are determined by the unique needs of each role within our company.

Alternative Selection Process or Reasonable Accommodations: Candidates who require an alternative selection process or a “reasonable accommodation,” as defined under applicable disability laws, may make a request through our designated contact channel national_recruiting@fsresidential.com.

Requesting Information About the AEDT - NYC Local Law 144: Candidates who reside in New York City and are subject to NYC Local Law 144 may request information about the AEDT, including details on the type of data collected, the sources of such data, and our data retention policies. To submit a request, please contact us at national_recruiting@fsresidential.com; we will respond in accordance with Local Law 144, within 30 days.