Resident Support Services Team Lead

Company Information

As the leading residential property management company in North America, we work hard to help communities thrive. Our dedication, responsiveness and integrity are why thousands of communities across the U.S. and Canada choose FirstService Residential to manage their properties. For more information, visit www.fsresidential.com.

Job Responsibilities

The Resident Support Services Team Lead is a key contributor, supporting the management oversight of the Resident Support Services (RSS) team. The role directly supports the company mission, objectives, and goals, and is responsible for the oversight of property management homeowner support services.

Essential Duties:

• Provide direct support and oversight to RSS team; conduct ongoing 1:1's and check-ins as needed, training and development.
• Lead operation and implementation of work processes within the RSS team.
• Lead team meetings; creating and distributing meeting agendas and recap summary.
• Partner with RSS Manager and other leaders working cross functionally on execution of company priorities and initiatives that flow in part or in whole through the RSS team.
• Propose, implement, and manage administrative policies, standard operating procedures and performance metrics that will strengthen the RSS team and meet organizational and client objectives.
• In partnership wit the Director of Operations, engage, strategize, review and improve current procedures and policies, to enhance efficiencies and processes within the team
• Conduct annual performance reviews with review and approval of the Director of Operations
• Work directly with escalated customer inquiries and/or complaints
• Work closely with Connect Manager, Senior WelcomeLink Coordinator, and CSS Team Lead to ensure information and processes are followed closely by the support teams.
• Create necessary accounts internally for new associations.
• Support the RSS team by professionally handling incoming requests to meet team SLA's while ensuring a high level of customer service, as necessary
• Provide and coordinate back-up administrative support, as needed.

Additional Duties:

• Practice and adhere to FirstService Residential Global Service Standards.
• Conduct business at all times with the highest standards of personal, professional, and ethical conduct.
• Perform or assist with any operations as required to maintain workflow and to meet schedules. Notify supervision of unusual equipment or operating problems and the need for additional materials and supplies.
• May participate in any variety of meetings and work groups to integrate activities, communicate issues, obtain approvals, resolve problems, and maintain specified level of knowledge pertaining to new developments, requirements, policies, and regulatory guidelines.
• Ensure all safety precautions are followed while performing the work.
• Follow all policies and Standard Operating Procedures as instructed by management.
• Perform any range of special projects, tasks, and other related duties as assigned.

Supervisory Responsibilities

• Supervise and manage RSS team
• Review and approve time-off requests
• Assign, monitor, and manage tasks and responsibilities
• Evaluate performance on a regular basis using PowerBI dashboards and other performance reporting tools
• Assist in recruiting, interviewing, hiring, and training members of the team
• Provide coaching and disciplinary actions, as necessary
• Review daily and manage/approve team timecards in ADP

Education & Experience

2 years of office management and previous supervisory experience required

• High school diploma or GED required
• Associate's or Bachelor's degree in business field or property management and/or at least 4 of transferrable work experience preferred
• Basic proficiency in MS PowerPoint, Excel, and Word strongly preferred

KNowledge, Skills & Proficiencies

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily, the requirements listed below are

representative of knowledge, skill, and/or ability required.

• Ability to build and maintain positive working relationships
• Strong communication skills, written, and verbal
• Well-developed interpersonal aptitude including excellent organizational abilities
• Effective problem-solver & collaborator
• Skills and/or aptitude for managing a systems approach to administrative support

Tools & Equipment Used

• Computer Keyboard
• Office Equipment including phone system, printers, fax machines, mail machines, etc.

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

• Sitting at a desk
• Use of keyboarding
• Able to lift up to 50 pounds.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Hours over and above normal office hours may occur, including evenings, holidays, and some weekends. Schedule is subject to change based on business needs.