Front Desk Operations Coordinator

Description

The Operations Coordinator, under the direction and supervision of the Community Manager and First Service 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 First Service 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…