Job Overview
Employment Type
Full-time
Hourly
Compensation
Hourly
Range $21.00 - $22.00
Work Schedule
Flexible
Weekend Shifts
Benefits
Medical insurance
Dental Insurance
Vision Insurance
401k Match
Paid Time Off
Pet insurance
Tuition Reimbursement
Job Description
FirstService Residential is a leading property management company dedicated to transforming the residential community living experience across the United States and Canada. With over 9,000 residential communities under its management and a robust workforce of 19,000 associates, FirstService Residential is renowned for its exceptional service, professional management, and commitment to employee growth and satisfaction. The company has earned recognition as a Great Place to Work, reflecting its dedication to fostering an inclusive, supportive, and career-oriented workplace culture. Associates enjoy competitive salaries, comprehensive medical and dental benefits, retirement plans, and continuous professional development opportunities. This professional establishment specializes in offering top-tier residential property management services, including community engagement, resident relations, maintenance coordination, and financial oversight, ensuring each community thrives in a welcoming and well-maintained environment.
The Resident Relations Specialist (RRS)/Front Desk role at FirstService Residential is vital in delivering an unparalleled "Five-Star" resident service experience. Reporting to the General Manager or Resident Relations Supervisor, the RRS acts as the primary concierge and social liaison to residents and visitors, facilitating a seamless and enjoyable living experience. This position is designed for individuals who excel in customer-focused environments, demonstrating exceptional interpersonal communication and organizational skills with a proactive and positive attitude. The RRS is responsible for understanding and anticipating residents' needs, both expressed and unexpressed, and executing comprehensive hospitality services using advanced community management tools such as communications platforms, access control systems, and security monitoring.
Additionally, the role involves supporting administrative functions, including package distribution, security monitoring using closed-circuit television, and maintaining resident and visitor logs. RRS team members ensure compliance with community policies and coordinate closely with management and the Board of Directors to uphold high service standards and community safety. This full-time position offers compensation in the range of $21 to $22 per hour, depending on experience, education, and specific job responsibilities, with the flexibility to adapt to changing schedules including weekends, holidays, and occasional overtime.
In this role, the RRS is expected to engage actively in emergency preparedness, assist with vendor coordination, facilitate move-in orientations, and maintain both the physical environment and administrative operations at the property’s front desk. An essential part of the position is exhibiting professionalism at all times, from verbal and written communication to personal appearance. The RRS must possess a robust ability to problem-solve independently, respond constructively to feedback, and foster collaborative relationships with residents, co-workers, and management. This dynamic role is suited for hospitality-oriented professionals seeking to contribute positively to vibrant residential communities while advancing their career within a respected industry leader.
The Resident Relations Specialist (RRS)/Front Desk role at FirstService Residential is vital in delivering an unparalleled "Five-Star" resident service experience. Reporting to the General Manager or Resident Relations Supervisor, the RRS acts as the primary concierge and social liaison to residents and visitors, facilitating a seamless and enjoyable living experience. This position is designed for individuals who excel in customer-focused environments, demonstrating exceptional interpersonal communication and organizational skills with a proactive and positive attitude. The RRS is responsible for understanding and anticipating residents' needs, both expressed and unexpressed, and executing comprehensive hospitality services using advanced community management tools such as communications platforms, access control systems, and security monitoring.
Additionally, the role involves supporting administrative functions, including package distribution, security monitoring using closed-circuit television, and maintaining resident and visitor logs. RRS team members ensure compliance with community policies and coordinate closely with management and the Board of Directors to uphold high service standards and community safety. This full-time position offers compensation in the range of $21 to $22 per hour, depending on experience, education, and specific job responsibilities, with the flexibility to adapt to changing schedules including weekends, holidays, and occasional overtime.
In this role, the RRS is expected to engage actively in emergency preparedness, assist with vendor coordination, facilitate move-in orientations, and maintain both the physical environment and administrative operations at the property’s front desk. An essential part of the position is exhibiting professionalism at all times, from verbal and written communication to personal appearance. The RRS must possess a robust ability to problem-solve independently, respond constructively to feedback, and foster collaborative relationships with residents, co-workers, and management. This dynamic role is suited for hospitality-oriented professionals seeking to contribute positively to vibrant residential communities while advancing their career within a respected industry leader.
Job Requirements
- High school diploma or equivalency required
- Proficient in English written and verbal communication
- Ability to lift up to 25 pounds
- Ability to sit and stand for extended periods
- Comfortable moving about facilities including stairs and uneven surfaces
- Able to type with finger dexterity
- Willingness to work flexible schedule including weekends, evenings, and holidays
- Experience with telephone etiquette and customer service
- Ability to work overtime as needed
- Consistent and regular attendance required
- Ability to perform job duties in accordance with company policies and procedures
Job Qualifications
- Proficient in English written and verbal
- Second language proficiency helpful such as Spanish, French, Mandarin, Japanese, Farsi, or Persian
- Strong general math skills
- High school diploma or equivalent required
- College level courses in business or hospitality preferred
- Excellent interpersonal and organizational skills
- Experience in customer service or hospitality preferred
- Ability to operate community management tools and software
- Strong communication and problem-solving skills
- Capability to work independently and as part of a team
- Comfortable with technology and access control systems
Job Duties
- Identifies and clarifies residents expressed and unexpressed needs
- Answers the telephone within two rings using correct salutations and telephone etiquette
- Takes, records and relays messages accurately
- Documents all pertinent information in resident logbooks throughout their shift
- Manages all package distribution and logs packages into Connect system
- Monitors property access points via CCTV and reports suspicious activity
- Complies with service expectations, policies, and procedures
- Expedites and courteously accommodates resident requests within 24 hours
- Follows up to ensure completion of residents requests
- Participates in meetings or functions as required by management or board
- Maintains list of residents needing special assistance for emergencies
- Administers access control including issuing FOBs and property access cards
- Informs vendors of building rules
- Assists with new resident move-in orientation
- Ensures visitor registration and authorization
- Registers pets, vehicles, motorcycles, and bicycles
- Maintains logs for temporary parking spaces and rental storage lockers
- Complies with HOA policies
- Maintains clean and organized workstations and lobby entrance
- Keeps updated vendor information
- Generates confirmation letters for residents
- Completes timekeeping and payroll entries daily
- Maintains professional appearance and demeanor
- Demonstrates effective written, verbal, and listening communication skills
- Exhibits independent problem-solving skills and adaptability
- Works independently and as part of a team, prioritizing workload
- Receives and acts on constructive feedback
- Collaborates professionally with colleagues and residents
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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