Resident Experience Specialist

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Join to apply for the Resident Experience Specialist role at First Service Residential

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. All communications will be handled with urgency, quality, and the utmost highest level of customer satisfaction as defined by First Service Residential.

$22.00/hr – $24.00/hr

• 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

• 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 time

• 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.

• 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.

• 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…