Job Overview:

The Overnight Security/Front Desk Associate also known as “Resident Relations Specialist ("RRS")” supports the Assistant General Manager ("AGM") and/or the Resident Relations Lead by providing exceptional, responsive service to every resident or guest they encounter. The RRS is the interface who executes a variety of concierge/social/resident functions enhancing the resident experience at their property or community. While all on-site positions promote and exude warm and helpful service, the RRS position specifically focuses on "Five-Star" service excellence. The RRS is tasked with understanding residents expressed and unexpressed preferences and executing a full-service hospitality platform under the direction of the GM.

In addition, the RRS supports and executes administrative tasks as directed by the Board of Directors and management. This position requires skilled representation (verbal, written, visual) at all times, with peak emphasis on delivering friendly, helpful and professional service to all residents, co-workers and management.

Compensation: $ 21.50 - $23.00/hr

FirstService Residential will compensate the successful candidate in accordance with the posted range. The salary or wage paid to the successful candidate will be commensurate with experience, education, and specific job responsibilities. For positions designated at a client's property, the salary or wage will also be premised upon the client's directive. The base pay range is subject to change and may be modified in the future.

Job Responsibilities:

• Identifies and clarifies residents' expressed and unexpressed needs, answers questions and gives direction and instructions in a professional helpful manner.
• Answers the telephone within two rings, using correct salutations, personal identification and telephone etiquette.
• Helping to safeguard the personnel, residents, property and community from safety and security hazards
• Takes, records and relays messages accurately, completely and legibly.
• Documents all pertinent information in resident log book(s) throughout their shift.
• Responsible for all package distribution (incoming and outgoing) for the property and insures all are logged into Connect when received and signed for when picked up.
• Monitors all property access points (gates, garages, doors, elevators, pool) through the operation of Closed-Circuit Television where applicable. Reports all suspicious activity to proper authority to ensure continued resident safety.
• Detect suspicious activities and watch for criminal acts or association rule infractions which may be a threat to the property, residents or employees
• Serve as a general security presence and visible deterrent to crime and community rule infractions
• Complies with service expectations and company standards as well as policies and procedures.
• Accommodates Resident requests expediently and courteously within 24 hours of initial call. Follows up with person assigned to task and Resident to ensure completion of the request.
• Attends and participates in designated meetings or functions as required by the General Manager or the Board of Directors.
• Maintains a list of residents needing special assistance in case of an emergency and is an active member on the emergency response team.
• Administers the access control program, which includes the issuance of FOBS/property access cards/ID cards and updates tracking software.
• Informs all vendors of building rules and regulations.
• Assists with move-in orientation for new residents.
• Assures all visitors are registered and authorized by homeowner to be on property.
• Assures all pets, vehicles, motorcycles and bicycles are properly registered and logged in Connect.
• Maintains a log of temporarily available parking spaces for resident guests and visitor use.
• Manages and keeps a status log for all rental storage lockers.
• Maintains complete knowledge and complies with the HOA's policies and procedures.
• Maintains fresh organized workstations with necessary supplies throughout shift as well as administers the cleanliness of the building's entrance and lobby.
• Maintains current vendor information to accommodate all resident requests.
• Generates confirmation letters based on departmental standards and delivers to residents upon completion of each coordinated arrangement.
• Makes accurate timekeeping and payroll entries each day in accordance with company policy.

Skills & Qualifications:

• Ensures uniform and personal appearance are clean and professional at all time while maintaining a pleasant demeanor.
• Demonstrates consistent effective written, verbal and listening communication skills.
• Demonstrates problem-solving abilities independently and responsibly.
• Has the ability to quickly adapt to change both in client needs and policies and procedures which have been implemented by management and the HOA Board of Directors.
• Able to work independently and as a team and prioritizes daily workload efficiently and professionally.
• Receptive to receiving constructive feedback regarding personal performance for professional development.
• Must work effectively with co-workers, residents and others by sharing ideas in a constructive and positive manner; listens to and objectively considers ideas and suggestions; keeps commitments and keeps others well informed of work progress, timetables and issues; address' problems and issues constructively to find mutually acceptable and practical business solution; address' others by name, title or other respectful identifier.
• Must be flexible in work schedule which may include AM/PM shifts, weekends and holidays.
• Proficient in English (written and verbal)
• Second language helpful (Spanish, French, Mandarin, Japanese, Farsi, Persian)

Education & Experience:

• High school diploma or equivalency required.
• College level courses in business or hospitality preferred.

Physical Requirements & Working Environment:

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to lift 25 lbs.
• Must be able to sit for extended periods of time.
• Must be able to perform thorough site inspections of facilities on foot.
• Must have finger dexterity for typing/using a keyboard
• Work is performed in a variety of environmental conditions, with exposure to outdoor temperatures, weather variations, traffic and equipment noise, equipment vibrations, vehicle and/or chemical fumes, chemicals such as cleaning solvents and grease, machinery and their moving parts and dust
• The work environment characteristics are small office conditions at an onsite facility
• Work duties may require the ability to stand or walk on hard surfaces for frequent and prolonged periods of time
• Must work effectively with co-workers, clients and others by sharing ideas in a constructive and positive manner; listening to and objectively considering ideas and suggestions from others; keeping commitments; keeping others informed of work progress, timetables and issues; addressing problems and issues constructively to find mutually acceptable and practical business solutions; and; respecting the diversity of our workforce in actions, words and deeds
• Occasional evening and weekend meetings/events may be required
• Hours over and above normal office hours may occur, including evenings, holidays, and some weekends. Schedule is subject to change based on business needs
• Consistent and regular attendance is required

Tools & Equipment Used:

• General office equipment

What We Offer:

• Medical, dental, and vision plans (full time and part time 30+ hours)
• Part time 20+ hours qualify for dental and vision
• 401K match
• Time off including vacation, sick, and company paid holidays
• Pet insurance available
• Verizon discount
• Tuition reimbursement
• Legal services
• Free emotional wellbeing and daily life assistance support for all associates
• Domestic partner coverage
• Health savings account
• Flexible spending account

About Us:

FirstService Residential transforms the property management landscape by providing professional association management services to over 9,000 residential communities across the United States and Canada.

Our dedication to associate satisfaction and growth is recognized by our Great Place to Work certification, exemplifying our commitment to fostering a positive and inclusive workplace culture. Our 19,000 associates can count on competitive salaries, top-tier medical, dental, and retirement benefits, career training, and support for continued professional development.

Disclaimer:

The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. This is not an all-inclusive job description; therefore, management has the right to assign or reassign schedules, duties, and responsibilities to this job at any time.

FirstService Residential is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status.

Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with federal and state laws. All offers of employment with FirstService Residential are contingent upon a satisfactory background check.