What are the responsibilities and job description for the Resident Experience Specialist position at FirstService Residential?
Description
Job Overview:
As a Resident Experience Specialist, you will serve as a key point of contact for residents, board members and vendors providing prompt, professional support and resolving inquiries related to accounts, billing, services, and community operations. This role focuses on delivering exceptional service, resolving issues efficiently, and ensuring every interaction reflects our commitment to service excellence.
Your Responsibilities
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.
Work Schedule: Monday–Friday, Tuesday-Saturday and Sunday-Thursday
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. To learn more about our company and culture, please visit www.fsresidential.com/Nevada
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, as well as applicable local ordinances. All offers of employment with FirstService Residential are contingent upon a satisfactory background check.
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.
Job Overview:
As a Resident Experience Specialist, you will serve as a key point of contact for residents, board members and vendors providing prompt, professional support and resolving inquiries related to accounts, billing, services, and community operations. This role focuses on delivering exceptional service, resolving issues efficiently, and ensuring every interaction reflects our commitment to service excellence.
Your Responsibilities
- Deliver professional, high-quality service when handling inquiries from residents, board members, and vendors, ensuring prompt and thorough resolution.
- Collaborate with Community Managers, Regional Directors, internal departments, and the National Customer Care Center to resolve issues efficiently.
- Accurately document all interactions and resolutions in the appropriate systems, meeting established SLA and KPI standards.
- Gather and evaluate information to understand resident needs, provide education when applicable, and help prevent repeat inquiries.
- Review and close resident service tickets and open calls in Connect, ensuring timely follow-up on outstanding items.
- Balance company policies with customer needs to ensure fair and effective resolutions.
- Identify and recommend process improvements to enhance the overall resident experience.
- Partner cross-functionally to address and resolve community or client-facing issues.
- Manage assessment and late fee reviews, waiving fees when appropriate.
- Coordinate move-in/move-out schedules and related special arrangements.
- Oversee amenity, clubhouse, and elevator reservations.
- Assist realtors, sellers, and homeowners with resale documents and other requests.
- Create and close work orders, and manage key fob replacements and access issues.
- Perform additional assignments and projects as needed.
- Exceptional interpersonal skills resulting in strong working relationships
- Strong organizational skills
- Outstanding communication skills
- Tremendous listener with the ability to diffuse tense situations
- Able to work collaboratively and cooperatively
- Superb judgment and decision-making skills
- Able to prioritize and adjust to incoming demands
- Proficient with MS Office suite
- 2 years customer service experience (Required)
- Proficient in Windows and Microsoft Office (Outlook, Word, and Excel, etc.) (Required)
- Community Management or real estate experience is a plus.
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.
- Sit or stand for extended periods of time in an office environment
- Able to safely lift, carry, and move up to 20 pounds
Work Schedule: Monday–Friday, Tuesday-Saturday and Sunday-Thursday
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. To learn more about our company and culture, please visit www.fsresidential.com/Nevada
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, as well as applicable local ordinances. All offers of employment with FirstService Residential are contingent upon a satisfactory background check.
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.