Front Desk Lead

Job Overview:

The Front Desk Lead for The Electra Owners Association plays a critical role in ensuring smooth, efficient operations and fostering a welcoming environment for residents, guests, and vendors. This position involves training and managing the front desk team, acting as the first point of contact for community members, and performing administrative tasks that contribute to the effective management of the community. The Front Desk Lead ensures that all interactions reflect the HOA's commitment to professionalism, service, and resident satisfaction.

The Front Desk Lead will be detail-oriented and can multi-task several projects at one time. He/she should be willing and able to quickly respond and lead residents and fellow associates through emergency response situations. He/she should be able to
work independently and without direct supervision. 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: $24-27.88/hour

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.

Your Responsibilities:

Leadership:

• Lead, train, and mentor front desk team members and Resident Relation Specialists
  ensuring they provide excellent customer service. Ensure all team members are
  following procedures.
• Assign daily or weekly tasks, manage schedules, and ensure coverage throughout
  the month.

Customer Service Excellence:

• Greet owners/residents, clients, and visitors in a professional and friendly manner,
  ensuring a positive first impression.
• Maintain a professional appearance by adhering to the company dress code.
• Address and document all owner/resident inquiries, complaints, and requests
  promptly and courteously. Escalates complaints if unable to resolve.
• Ensure that all owner/resident needs are met with a resolution or follow-up when
  required and general assistance.
• Complies with service expectations and company standards as well as policies and
  procedures.

Administrative Duties:

• Manage front desk operations, including but not limited to: answering phones,
  answering emails, accepting payments, accepting EV charging applications, Move
  In/Out Applications & Fees, and Unit Key Management.
• Ensure all owner/residents and guests' records and files are accurate and up to date
  on Building Link. (Check with AGM/GM for new owner information and move-in
  date.)
• Assists management with investigations, and tape/log reviews for property
  incidents.
• Obtain owners'/residents' guests' information in writing and make appropriate notes
  on Building Link. Include an expiration date of owner/resident instructions if
  applicable.
• Monitors Electronic Security Control and Emergency Response Systems.
• Reviews and approves RRS's daily shift checklist and shift notes.
• Provide guest and vendor name tags. Provide vendors keys in exchange for their
  identification.
• Handles parcel/package acceptance and distribution and incoming and outgoing dry
  cleaning.
• Follows safety procedures and maintains a safe work environment for all.
• Assists with opening and closing of the Conservatory and facilities.
• Responsible for lobby sound system functions and player piano located in
  Conservatory.
• Buzzes in residents and guests at lobby entrance when necessary.
• Provides residents and vendors with elevator access when needed.
• Assists residents with basic questions about applications and forms.
• Enters vehicle and general resident information into Building Link.
• Assists in fob key distribution, programming, and troubleshoots problems.
• Other tasks as assigned by management.

Maintain Front Desk Environment:

• Ensure the front desk area is clean, organized, and always welcoming.
• Monitor and manage office supplies ensuring that necessary materials are available
  for staff and guests.
• Implement and enforce office policies and procedures to ensure a smooth and
  efficient workflow.

Collaboration with Other Departments:

• Coordinate with other departments, such as housekeeping or building maintenance,
  to resolve resident issues or requests.
• Relay important information to the team.
• Assists engineering team by accurately entering work orders for service requests in
  a timely manner; follows up with both engineering and resident at completion.

Skills & Qualifications:

• Demonstrates excellent customer service skills.
• Is pleasant, courteous, and professional in demeanor including professional attire. Maintains composure and professional manner when working to resolve problems even when faced with angry or unreasonable individuals.
• Knows when to call for assistance and keeps lines of communication open with his/her team members and supervisor.
• Provides quality level of service to all customers – timely, thorough, responsive and proactive interaction with various company associates to improve customer service to incoming clients.
• Represents the Company knowledgeably and credibly. Is positive and constructive in addressing problems. Actively promotes a positive image of the Company and its associates.
• Represents the Company as able to meet a broad range of customer needs. Quickly refers customers to associates within the Company, using the various company systems for up-to-date information
• Demonstrates problem-solving abilities.
• Takes ownership of problems until resolved and follows up to ensure customer satisfaction.
• Demonstrates an ability to “Connect the Dots” and is resourceful in their ability to resolve customer issues and requests.
• Ability to work under tight deadlines and consistently meet deadlines.
• Demonstrates organizational skills and time management abilities; ability to independently prioritize daily workload.
• Demonstrates excellent verbal and written communication skills
• Communicates clearly and effectively.
• Matches level of communication to the needs and sophistication of the listener.
• Listens effectively.
• Possesses sound technical skills.
• Must be proficient with computer programs needed for specific positions including Connect, Microsoft Outlook, Word and Excel.
• Must have minimum typing speed of 30 WPM.
• Develops and maintains solid working knowledge of procedures and policies relevant to the job.
• Continually works to expand job knowledge & skills.
• Maintains and demonstrates a positive attitude.
• Is optimistic in their approach with customers and able to remain focused on creating the best experience possible.
• Possesses the ability to remain resilient and positive even when customer interactions are not pleasant. Bounces back from difficult interactions.
• Addresses problems and issues constructively to find mutually acceptable and practical business solutions.
• Works effectively with co-workers, clients, vendors, and others by sharing ideas in a constructive and positive manner.
• Motivates others around them and increases the sense of optimism within the team through demeanor, actions, and communications.
• Strong ethical practices

Education & Experience:

Must have a minimum of a GED or a High School Diploma.

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

• Must be able to sit for extended periods of time.
• Must have finger dexterity for typing/using a keyboard, distributing mail and packages.
• Must be able to hear to place and receive telephone calls as an essential function of the job.
• Must have good verbal and written skills in order to converse in a clear manner when answering incoming phone calls and be able to capture a message in written form and deliver to the appropriate co-workers.
• Must be mobile enough to move around the office to make copies, distribute mail, etc.
• Must be able to lift 25lbs.

The work environment characteristics are normal office conditions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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.

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

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

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.