Resident Experience Specialist

FirstService Corporation•Las Vegas, NV

72d•Onsite

About The Position

The Resident Experience Specialist will provide residents, board members, and vendors with the highest level of service excellence by providing information in response to inquiries, concerns and requests about products and services. In addition, the Resident Experience Specialist will resolve complaints, errors, account questions, billing, and other queries. It is the expectation that all communications will be handled with urgency, quality, and the utmost highest level of customer satisfaction as defined by FirstService Residential. The job duties listed are typical examples of the work performed by positions in this job classification. Not all duties assigned to every position are included, nor is it expected that all positions will be assigned every duty. Professionally and with service excellence in mind, handle incoming requests from residents, board members, and vendors and ensure that issues are resolved both promptly and thoroughly. Collaborate directly with Community Managers, Regional Directors, internal departments and National Customer Care Center to ensure timely resolution of all inquiries Document resolution of all interactions within the appropriate systems and applications Resolve all inquiries within designated SLA's. Meet or exceed KPI's designated by management. Thoroughly and efficiently gather information from residents, board members, and vendors, access their account and evaluate their needs, educate them where applicable to prevent the need for future contacts and document interactions through contact tracking. Provide service excellence, empathetic communication and support in a variety of areas. Review and close all resident service tickets and Open Calls in Connect that are not specifically awaiting a Community Manager response. The Resident Experience Specialist may occasionally log and document residents' calls if necessary or directed by management. Maintain a balance between company policy and customer benefit in decision-making. Handles issues in the best interest of both customer and company. Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer's experience. Work cross functionally to effectively solve client facing issues

Requirements

Interact effectively, communicate clearly, and understand meeting the needs of others.
Excellent organization, planning, motivation and interpersonal skills.
Critical thinking, complex problem solving, judgment, and decision-making ability.
Must have a strong work ethic and be detail-oriented with excellent multitasking skills.
Ability to prioritize work, meet deadlines and work well under pressure.
Ability to work with sensitive or confidential information.
Ability to work in a team environment as well as independently and be self-driven.
Associate's degree in business or related field preferred, or equivalent combination of education and experience.
2-3 years customer service experience in a service industry setting.
Must have strong proficiency in Windows and Microsoft Office, (Outlook, Word, and Excel, etc.).
Ability to learn and navigate new technology platforms.

Nice To Haves

Community Management or real estate experience a plus.
Experience with the Zendesk platform a plus

Responsibilities

Professionally and with service excellence in mind, handle incoming requests from residents, board members, and vendors and ensure that issues are resolved both promptly and thoroughly.
Collaborate directly with Community Managers, Regional Directors, internal departments and National Customer Care Center to ensure timely resolution of all inquiries
Document resolution of all interactions within the appropriate systems and applications
Resolve all inquiries within designated SLA's.
Meet or exceed KPI's designated by management.
Thoroughly and efficiently gather information from residents, board members, and vendors, access their account and evaluate their needs, educate them where applicable to prevent the need for future contacts and document interactions through contact tracking.
Provide service excellence, empathetic communication and support in a variety of areas.
Review and close all resident service tickets and Open Calls in Connect that are not specifically awaiting a Community Manager response.
The Resident Experience Specialist may occasionally log and document residents' calls if necessary or directed by management.
Maintain a balance between company policy and customer benefit in decision-making.
Handles issues in the best interest of both customer and company.
Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer's experience.
Work cross functionally to effectively solve client facing issues
Assessment and late fees - waive late fees, if appropriate.
Move in/out - scheduling - including making special arrangements
Clubhouse and party room reservations
Elevator reservation - including making special arrangements
Assist realtors and sellers ordering resale documents
Assist with homeowner document requests
Create and close work orders
Key fob replacement and access issues
Additional assignments and duties as may be assigned from time to time