Job Overview:

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The Resident Experience Specialist  will provide residents, board members, and vendors with the highest level of service excellence by providing information in response to inquiries, concerns and requests about products and services. In addition, the Resident Experience Specialist will resolve complaints, errors, account questions, billing, and other queries. It is the expectation that all communications will be handled with urgency, quality, and the utmost highest level of customer satisfaction as defined by FirstService Residential.Â

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Compensation:Â $23-24/hr

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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.

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Your 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 and with service excellence in mind, handle incoming requests from residents, board members, and vendors and ensure that issues are resolved both promptly and thoroughly.
• Collaborate directly with Community 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 inquiries within designated SLA’s.
• Meet or exceed KPI’s designated by management.
• 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 service excellence, empathetic communication and support in a variety of areas.
• Review and close all resident service tickets and Open Calls in Connect that are not specifically awaiting a Community Manager response.
• The Resident Experience Specialist may occasionally log and document residents’ calls if necessary or directed by management.
• Maintain a balance between company policy and customer benefit in decision-making.
• Handles issues in the best interest of both customer and company.
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.
• Work cross functionally to effectively solve client facing issues

Coordinate:

• Assessment and late fees – waive late fees, if appropriate.
• Move in/out – scheduling – including making special arrangements
• Clubhouse and party room reservations
• Elevator reservation - including making special arrangements
• Assist realtors and sellers ordering resale documents
• Assist with homeowner document requests
• Create and close work orders
• Key fob replacement and access issues
• Additional assignments and duties as may be assigned from time to timeÂ

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.Â

• 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.

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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.
• Community Management or real estate experience a plus.Â

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Physical Requirements and 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 disseminate colors.
• 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

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. Â

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Location:Â Irvine, CA Â Â

Tools & Equipment Used:

• Computer (MS Office, FSR Connect)
• Experience with the Zendesk platform a plus
• Telephone/Cell Phone
• Copy/Scanner/Fax Machine

What We Offer: Â

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• 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

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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.

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Experience exceptional service with a fulfilling career in property management with FirstService Residential.

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To learn more about our company and culture, please visit www.fsresidential.com/california

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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.

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FirstService Residential is an equal opportunity employer committed to a diversea 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.

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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.

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