Resident Relations Specialist

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Job description

Position: Resident Relations Specialist

Location: Playa Vista, CA

Job Title: Resident Relations Specialist

Reports to : Resident Relations Manager

Location: Playa Vista

SUMMARY

The Resident Relations Specialist ("RRS") supports the Resident Relations Manager 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 resident's 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.

ESSENTIAL DUTIES AND RESPONSIBILITIES may include but are not limited to:

· Identifies and clarifies residents' expressed and unexpressed needs, answers questions and gives 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 log book(s) throughout their shift.

· Monitors 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 insure 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.

· Administers the access control program, which includes the issuance of FOBS/property access cards/ID cards.

· 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.

· 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.

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

SUPERVISORY RESPONSIBILITIES:

None at this time.

QUALIFICATIONS:

Will possess past Resident Services, Customer Service and/or Hospitality experience.

Is highly organized and detailed oriented with a "can do" team player attitude. Has excellent communication and customer service skills and is administratively strong. Is proficient in MS Office with the willingness and ability to learn company internal software. Is able to multitask while working at times under pressure and in a diverse environment. Must be passionate about providing our residents exemplary customer service at all times.

· E nsures uniform and personal appearance are clean and professional at all time 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.

EDUCATION and/or EXPERIENCE

High school diploma or equivalency required. College level courses in business or hospitality preferred.

LANGUAGE SKILLS

Proficient in English (written and verbal)

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

MATHEMATICAL SKILLS

Strong general math skills.

CERTIFICATES, LICENSES, REGISTRATIONS

Valid California Driver's License and State Mandated Vehicle Insurance

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee 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.

WORK ENVIRONMENT

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

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.

About Us:

FirstService Residential is North America's foremost property management firm. Our dedication, responsiveness and integrity are why thousands of communities across the U.S. and Canada choose FirstService Residential to manage their properties. We have expertise working with complex communities with large budgets and numerous amenities. In addition, we manage commercial associations and mixed-use developments, as well as multi-family and investor-owned rental and REO properties for institutional and private equity clients.

We're all about our associates, and as we continue to grow, we're looking for even more quality people who share our dedication to doing what's right, improving residents' quality of life, building great relationships and truly making a difference for their clients, their colleagues and themselves. Is that you? If so, apply today or join our community and learn more about FirstService Residential.

To learn more about our company and culture, please visit

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, including but not limited to the San Francisco and Los Angeles Fair Chance Ordinances.

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