Resident Services Manager

Description

Job Overview:    As a Resident Services Manager, you will provide support to management in the overall operations of the Community and delivers exceptional customer service to owners, residents, clients and vendors. Also responsible for identifying and implementing process improvements that will optimize service delivery, enhance customer and associate experience   Your Responsibilities:   

• Provide exceptional customer service to clients and vendors at all times
• Oversee all front of the house operations
• Set up operational processes and procedures (Front Desk, Maintenance, Management Office) with General Manager and execute with team
• Lead Concierge team to ensure the delivery of service excellence per FirstService Standards
• Ensure that BuildingLink is being utilized in its fullest capabilities by all team members
• Respond to resident inquiries and provide resolution to questions or concerns in timely fashion
• Assist with the daily general financial management and recordkeeping
• Assist with bid process
• Conduct regular inspections of site, where needed.
• Maintain all records in Building Link including work orders, resident information, Association documents, community information.
• Ensure maintenance of all files, records and correspondence in accordance with company procedures and good business practice.
• Attend all Board meetings, where necessary as directed by General Manager.
• Assist with preparation of Board meeting agenda, monthly management report and all other reports and material needed for Board Packet
• Assist with establishing an annual calendar indicating all association activity, deadlines, election, meetings, projects, etc.
• Assist all walk-in homeowners and refer to General Manager, when necessary.
• Recordkeeping – binders to be kept with the following: Monthly Agendas, Modification Requests, Work Orders, Financials (including Social/Trip accounting).
• Meet with General Manager weekly to ensure completion of open action items.

         Skills & Qualifications: 

• Bachelor's degree in business or related field from an accredited college or university, and three years’ experience in Property Operations, Hospitality or Construction; or equivalent combination of education and experience. Must have any state specific certifications and licenses or they are preferable to not required by the state.  

• A minimum of seven years of successful community management experience or equivalent professional experience in a related field, with at least 4 of those years responsible for a staff with a variety of expertise, background and job assignments.  

• Management experience in a small or medium-sized organization including responsibility for more than one functional department or division preferred.  

• Understanding of physical building management, Condominium law, financial planning and law affecting property management.  

• Valid Driver’s License and State Mandated Vehicle Insurance  

• Commitment to obtain CPM, PCAM, ARM or AMS designations or equivalent. 

    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.

• Position involves sitting, standing, stooping, kneeling, pushing, shoving, lifting, carrying and moving objects that can weigh up to 25 lbs. This movement can occur throughout the day. Must also be able to climb several flights of stairs if necessary.
• Must be able to sit and stand for extended periods of time. 
• Must be able to communicate both on the phone and in person with our clients in order to resolve issues and manage the business. 
• Must have finger dexterity for typing/using a keyboard. 
• Must be mobile enough to move around both the office in order to make copies, send mail and faxes and to walk around the property. This could include lengthy walks on uneven areas. 
• Talking and hearing occur continuously in the process of communicating with guests, supervisors, and other associates. 
• Capable of working extended hours, to include evenings, weekends and holidays as necessary.
• This position may alternate between working indoors in a controlled climate and with proper lighting, to an outdoors setting with variable climate and lighting.
• Must be able to interact with all types of individuals, be mentally alert, detail oriented, and with good reasoning skills.
• Must be able to work on more than one assignment at a time with frequent interruptions, changes and delays. Must be able to remain focused and work effectively, efficiently, and cheerfully under such circumstances. For safety reasons, employee must remain alert to working conditions and aware of safety, health, and environmental concerns.
• Must be able to work effectively and cheerfully in an environment which may be stressful due to adversarial situations resulting from the proper performance of duties.

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.    What We Offer:    As a full-time exempt associate, you will be eligible for full comprehensive benefits to include your choice of multiple medical plans, dental, vision, and others. In addition, you will be eligible for time off benefits, paid holidays and a 401k with company match. Occasional travel may be required to attend training and other company functions.      Compensation:  $80,000 - $100,000 / annually    Disclaimer Statement:     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.