What are the responsibilities and job description for the Front Desk Agent position at FirstService Residential?

Job Overview :

The Resident Relations Specialist ("RRS") / Front Desk Agent - Residential Property supports the General Manager ("GM") and / or the Resident Relations Supervisor by providing exceptional, responsive service to every resident or guest they encounter. The RRS is the interface who executes a variety of concierge / social / resident functions enhancing the resident experience at their property or community. While all on-site positions promote and exude warm and helpful service, the RRS position specifically focuses on "Five-Star" service excellence.

The RRS is tasked with understanding residents expressed and unexpressed preferences and executing a full-service hospitality platform under the direction of the GM. The RRS is customer focused with excellent interpersonal communication and organizational skills and has a "can do" attitude. He / she must understand and adopt all community management tools (communications mediums, Connect, Access Control, Security etc.) on a daily basis to enhance the lifestyle of every resident.

In addition, the RRS supports and executes administrative tasks as directed by the Board of Directors and management. This position requires skilled representation (verbal, written, visual) at all times, with peak emphasis on delivering friendly, helpful and professional service to all residents, co-workers and management.

Compensation : $22-23 / hr

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.

Job Responsibilities :

Identifies and clarifies residents expressed and unexpressed needs, answers questions andgives direction and instructions in a professional helpful manner.
Answers the telephone within two rings, using correct salutations, personal identification and

telephone etiquette.

Takes, records and relays messages accurately, completely and legibly.

Documents all pertinent information in resident logbook(s) throughout their shift.

Responsible for all package distribution (incoming and outgoing) for the property and insures all are logged into Connect when received and signed for when picked up.

Monitor all property access points (gates, garages, doors, elevators, pool) through the operation of Closed-circuit Television, where applicable. Reports all suspicious activity to proper authority to ensure continued resident safety.

Complies with service expectations and company standards as well as policies and procedures.

Accommodates Resident requests expediently and courteously within 24 hours of initial call.

Follows up with person assigned to task and Resident to ensure completion of the request.

Attends and participates in designated meetings or functions as required by the General Manager or the Board of Directors.

Maintains a list of residents needing special assistance in case of an emergency and is an active member on the emergency response team.

Administers the access control program, which includes the issuance of FOBS / property access cards / ID cards and updates tracking software.

Informs all vendors of building rules and regulations.

Assists with move-in orientation for new residents.

Assures all visitors are registered and authorized by homeowner to be on property.

Assures all pets, vehicles, motorcycles and bicycles are properly registered and logged in Connect.

Maintains a log of temporarily available parking spaces for resident guests and visitor use.

Manages and keeps a status log for all rental storage lockers.

Maintains complete knowledge and complies with the HOA's policies and procedures.

Maintains fresh organized workstations with necessary supplies throughout shift as well as administers the cleanliness of the building's entrance and lobby.

Maintains current vendor information to accommodate all resident requests.

Generates confirmation letters based on departmental standards and delivers to residents upon completion of each coordinated arrangement.

Makes accurate timekeeping and payroll entries each day in accordance with company policy.

Ensures uniform and personal appearance are clean and professional at all times while maintaining a pleasant demeanor.

Demonstrates consistent effective written, verbal and listening communication skills.

Demonstrates problem-solving abilities independently and responsibly.

Has the ability to quickly adapt to change both in client needs and policies and procedures which have been implemented by management and the HOA Board of Directors.

Able to work independently and as a team and prioritizes daily workload efficiently and professionally.

Receptive to receiving constructive feedback regarding personal performance for professional development.

Must work effectively with co-workers, residents and others by sharing ideas in a constructive and positive manner; listens to and objectively considers ideas and suggestions; keeps commitments and keeps others well informed of work progress, timetables and issues; address' problems and issues constructively to find mutually acceptable and practical business solution; address' others by name,

title or other respectful identifier.

Must be flexible in work schedule which may include AM / PM shifts, weekends and holidays.

Skills & Qualifications :

Proficient in English (written and verbal)

Second language helpful (Spanish, French, Mandarin, Japanese, Farsi, Persian)

Strong general math skills.

Education & Experience :

High school diploma or equivalency required.

College level courses in business or hospitality preferred.

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Must be mobile enough to move about the facilities, including up and down stairs and recreational areas and navigate uneven surfaces.

Must be able to lift up to 25 pounds.

Must be able to sit and stand for extended periods of time.

Must have finger dexterity for typing / using a keyboard.

Must be able to actively talk and listen to clients, vendors, co-workers and supervisors.

Full time position where schedule may change based on business needs and may include weekends, evenings, and holidays.

Overtime may be required from time-to-time, based on business needs and as approved by supervisor.

Consistent and regular attendance required.

What We Offer :

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

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.

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. All offers of employment with FirstService Residential are contingent upon a satisfactory background check.

Salary : $22 - $23

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