Resident Experience Specialist

FirstService Corporation•Las Vegas, NV

42d•Onsite

About The Position

As a Resident Experience Specialist, you will serve as a key point of contact for residents, board members and vendors providing prompt, professional support and resolving inquiries related to accounts, billing, services, and community operations. This role focuses on delivering exceptional service, resolving issues efficiently, and ensuring every interaction reflects our commitment to service excellence.

Requirements

Exceptional interpersonal skills resulting in strong working relationships
Strong organizational skills
Outstanding communication skills
Tremendous listener with the ability to diffuse tense situations
Able to work collaboratively and cooperatively
Superb judgment and decision-making skills
Able to prioritize and adjust to incoming demands
Proficient with MS Office suite
2+ years customer service experience (Required)
Proficient in Windows and Microsoft Office (Outlook, Word, and Excel, etc.) (Required)
Sit or stand for extended periods of time in an office environment
Able to safely lift, carry, and move up to 20 pounds

Nice To Haves

Call center experience a plus
Community Management or real estate experience is a plus.

Responsibilities

Deliver professional, high-quality service when handling inquiries from residents, board members, and vendors, ensuring prompt and thorough resolution.
Collaborate with Community Managers, Regional Directors, internal departments, and the National Customer Care Center to resolve issues efficiently.
Accurately document all interactions and resolutions in the appropriate systems, meeting established SLA and KPI standards.
Gather and evaluate information to understand resident needs, provide education when applicable, and help prevent repeat inquiries.
Review and close resident service tickets and open calls in Connect, ensuring timely follow-up on outstanding items.
Balance company policies with customer needs to ensure fair and effective resolutions.
Identify and recommend process improvements to enhance the overall resident experience.
Partner cross-functionally to address and resolve community or client-facing issues.
Manage assessment and late fee reviews, waiving fees when appropriate.
Coordinate move-in/move-out schedules and related special arrangements.
Oversee amenity, clubhouse, and elevator reservations.
Assist realtors, sellers, and homeowners with resale documents and other requests.
Create and close work orders, and manage key fob replacements and access issues.
Perform additional assignments and projects as needed.