Resident Support Services Specialist

FirstService Residential is a leading property management company dedicated to transforming the residential community living experience across the United States and Canada. With a portfolio servicing over 9,000 residential communities, FirstService Residential has established itself as a trusted name in the industry by offering professional and comprehensive association management services. The company prides itself on its commitment to associate satisfaction, continuous growth, and fostering an inclusive and positive workplace environment. Recognized as a Great Place to Work, FirstService Residential supports its approximately 19,000 associates with competitive salaries, extensive medical, dental, and retirement benefits, as well as career training and ongoing professional development. The company's Las Vegas office, located at 8290 Arville Street, is an integral part of this broader network, contributing local expertise and strong community engagement to better serve its residents and board members.

The Resident Experience Specialist role at FirstService Residential focuses on delivering exceptional service to residents, board members, and vendors. Serving as a key point of contact, this position is pivotal in managing inquiries related to accounts, billing, services, and community operations with professionalism and efficiency. The role demands a service-oriented mindset dedicated to resolving issues promptly while maintaining a high standard of customer care that reflects the company’s mission of excellence. Residents rely on the Resident Experience Specialist for accurate information, timely resolution of service tickets, and support coordinating community amenities and schedules. Working collaboratively with Community Managers, Regional Directors, and internal departments including the National Customer Care Center, this role ensures seamless communication and efficient problem-solving.

Detailed responsibilities include managing interactions with stakeholders, documenting resolutions in compliance with service level agreements and key performance indicators, and balancing company policies with customer needs to achieve fair solutions. The position also involves administrative coordination of move-in/move-out scheduling, fee assessments, amenity reservations, and key fob management. This role is well-suited for candidates with strong interpersonal skills, organizational ability, and proficiency in Microsoft Office applications. Candidates should have at least two years of customer service experience, with community management or real estate experience considered a plus. The work schedule is flexible with variations across Monday-Friday, Tuesday-Saturday, or Sunday-Thursday shifts, and may occasionally require evening, holiday, and weekend hours. This is a dynamic role that directly influences resident satisfaction and operational efficiency, offering a rewarding opportunity for professionals passionate about community engagement and customer service excellence.