Resident Services Supervisor

CCMC•Las Vegas, NV

About The Position

The Resident Services Supervisor oversees the daily operations of the Resident Services department and works to ensure an exceptional experience for residents, guests, and community members. The role provides leadership, guidance, and support to the Resident Services team, promotes CCMC's core values, and supports operational excellence through supervision, staff development, resident engagement, and administrative management. The supervisor supports the Community Manager in the overall operation of the community and serves as a liaison to residents, committees, and the Board of Directors. The position exercises independent judgment in managing departmental activities, resolving resident concerns, coordinating staff, and supporting community initiatives.

Requirements

Associate degree required; a bachelor's degree is preferred, or an equivalent combination of education and experience.
At least three years of customer service, hospitality, property management, HOA, community management, or related experience.
Previous supervisory or leadership experience required.
Strong leadership, employee development, and team-building skills.
Excellent customer service, relationship management, conflict resolution, and communication skills.
Ability to prepare professional correspondence, reports, presentations, and meeting materials.
Strong organizational, administrative, and project coordination skills, including the ability to manage multiple priorities.
Proficiency with Microsoft Office applications, including Outlook, Word, Excel, and PowerPoint.
Ability to exercise independent judgment, maintain confidentiality, and make sound business decisions.
Flexibility to attend evening meetings, community events, weekends, and holidays as business needs require.
May require a valid driver's license and reliable transportation; the employer will request and review an MVR at hire and periodically thereafter to ensure satisfactory driving status.
Ability to meet the described physical requirements, including occasional lifting, frequent movement throughout the community, extended sitting or standing, and use of standard office equipment.
May be required to wear appropriate personal protective equipment when visiting maintenance areas, construction sites, or other locations where safety equipment is necessary.

Nice To Haves

Bachelor's degree.
HOA or community association management experience.
Experience supporting Boards of Directors, committees, or volunteer-led organizations.

Responsibilities

Supervise, coach, and develop Resident Services and administrative support staff to ensure exceptional customer service and operational effectiveness.
Support the Community Manager in daily community operations and ensure compliance with governing documents, the CCMC management agreement, company policies, and applicable laws.
Oversee staff scheduling, timecard approval, workflow management, performance management, and employee development within the Resident Services function.
Serve as a liaison among residents, Board members, committees, vendors, and community management.
Attend and support Board of Directors, committee, and community meetings; prepare meeting materials, reports, and correspondence; and follow up on action items as needed.
Manage and resolve resident inquiries, concerns, and escalated customer service issues professionally and promptly.
Ensure staff are trained and knowledgeable about community amenities, programs, services, policies, and procedures.
Monitor and enforce community policies, procedures, and operational standards while promoting a positive resident experience.
Maintain departmental records, reports, communications, and other administrative documentation in accordance with company standards.
Assist with budget administration, expense monitoring, operational planning, and continuous improvement initiatives.
Coordinate with internal departments, contractors, and vendors to support community programs, events, projects, and daily operations.
Report accidents, incidents, safety concerns, and operational issues to appropriate personnel.
Represent CCMC positively and promote the company's mission, vision, and core values.
Perform other duties and responsibilities as assigned.