Resident Support Services Agent

5 months ago

Vancouver, Canada FirstService Residential Full time

**About FirstService Residential**:

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, career training, and support for continued professional development.
- **Experience being part of a high-performing team with a fulfilling career in property management with FirstService Residential.**

**Job Overview**:

The **Resident Support Services Agent** will provide residents and vendors with information in response to inquiries, concerns and requests about products and services. In addition, the Resident Support Services Agent will resolve complaints, errors, account questions, billing, and other queries.
- **Shifts**:
Fully Remote
- Monday to Friday - 8:30am to 5:00pm

**Key Responsibilities**:

- Professionally handle incoming requests from residents, council members, and vendors and ensure that issues are resolved both promptly and thoroughly, while collaborate directly with Strata Managers, Regional Directors, internal departments and our Customer Care Center to ensure timely resolution of all inquiries or requests.
- Thoroughly and efficiently gather information from residents, council members and vendors. Access their account, evaluate their needs and educate them where applicable to prevent the need for future contacts and document interactions through contact tracking.
- Provide quality service and support in a variety of areas.
- Review and close all homeowner service tickets and Open Calls in Connect that are not specifically awaiting a Strata Manager response.
- Maintain a balance between company policy and customer benefit in decision-making. Handles issues in the best interest of both the customer and company.
- Continuously evaluate and identify opportunities to drive process improvements that positively impacts the customer’s experience.
- Work cross functionally to effectively solve client facing problems.
- Assist with homeowner document requests.
- Create and close work orders.

**Skills & Qualifications**:

- 2 - 3 years of customer service experience in a service industry setting. Previous Strata/Property Management/Real Estate experience preferred.
- Ability to learn and navigate new technology and platforms.
- Must have strong proficiency in Windows and Microsoft Office (Outlook, Word, Excel, etc.)
- Experience with Zendesk software is considered an asset.
- highly efficient, organized, and skilled at time management.
- possess the ability to work in a high-volume, face-paced environment.

**A current Representative License to provide Strata Management Services as issued by the BC Financial Services Authority is considered an asset for the role.**

**What We Offer**:

As a full-time associate, you will be eligible for full comprehensive benefits including health & dental, etc. In addition, you will be eligible for time off benefits, paid holidays, access to our Employee Assistance Program, Tuition Reimbursement, and more.
- **Compensation**:

$44,000.00 - $49,000.00 per year.

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