Residential Support Services Agent

Description

About FirstService Residential:

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, career training, and support for continued professional
development.
Experience being part of a high-performing team with a fulfilling career in property management with FirstService Residential.

Job Overview:
The Resident Support Services Agent will provide residents and vendors with information in response to inquiries, concerns and requests about products and
services. In addition, the Resident Support Services Agent will resolve complaints, errors, account questions, billing, and other queries.
This position is ideal for someone who has a high attention to detail, exceptional professional-level written communication skills, and is used to working with high
volume requests. A great position for those candidates planning to pursue their Strata Manager license.

Shifts:
Hybrid Remote
. Monday to Friday - 8:30am to 5:00pm

Key Responsibilities:

• Professionally handle incoming requests from residents, council members, and vendors and ensure that issues are resolved both promptly and
  thoroughly.
• Collaborate directly with Strata/Property Managers, Regional Directors, internal departments and our Customer Care Center to ensure timely resolution of all inquiries or requests.
• Documenting the resolution of all interactions within the appropriate systems and applications.
• Resolve all open inquiries within prescribed timelines.
• Thoroughly and efficiently gather information from residents, council/board members and vendors. Access their account, evaluate their needs and educate
  them where applicable to prevent the need for future contacts and document interactions through contact tracking.
• Provide quality service and support in a variety of areas.
• Review and close all homeowner service tickets and Open Calls in Connect that are not specifically awaiting a Strata/Property Manager response.
• Maintain a balance between company policy and customer benefit in decision-making. Handles issues in the best interest of both the customer and
  company.
• Continuously evaluate and identify opportunities to drive process improvements that positively impacts the customer's experience.
• Work cross functionally to effectively solve client facing problems.
• Assist with homeowner document requests.
• Create and close work orders.
• Additional support and duties as assigned.

Skills & Qualifications:

• 2 - 3 years of customer service experience in a service industry setting. Previous Strata/Property Management/Real Estate experience preferred.
• Ability to learn and navigate new technology and platforms.
• Must have strong proficiency in Windows and Microsoft Office (Outlook, Word, Excel, etc.)
• Experience with Zendesk software is considered an asset.
• Highly efficient, organized, and skilled at time management.
• Possess the ability to work in a high-volume, face-paced environment.

A current Representative License to provide Strata Management Services as issued by the BC Financial Services Authority is considered an asset for the
role.

What We Offer:
As a full-time associate, you will be eligible for full comprehensive benefits including health & dental, etc. In addition, you will be eligible for time off benefits, paid
holidays, access to our Employee Assistance Program, Tuition Reimbursement, and more.

Compensation:
$42,000.00 - $44,000.00 per year.

FirstService Residential is proud to be an equal opportunity workplace. It is our policy to promote equal employment opportunity for all current and prospective
associates. This applies to all employment-related matters, including the recruitment process, hiring decisions, compensation and benefits. We are committed to
providing and maintaining a working environment that is based on respect and preserves the dignity and rights of everyone in the organization. If you have questions
before or during the application process about our equal opportunity workplace, please reach out to our Recruitment team.

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