Resident Support Services Supervisor

1 week ago

Vancouver, Canada FirstService Residential, British Columbia Full time

**This position will require regular attendance at our offices at 200 Granville Street during probation and can then be delivered on a hybrid schedule.**

**Responsibilities**:

- Oversee a newly created team, ensuring to maintain a focus on consistent, quality service delivery and execution of enquiries (tickets), though training, KPI measurement and auditing.
- Collaborate with internal teams to escalate customer tickets, using these as learning opportunities for ongoing improvements.
- Lead with the mindset of a Talent Champion - a leader who ensures that each member of the team is coached, supported, developed, listened to, throughout their career with the company
- Develop and maintain performance analytics, using these to make recommendations for improvements to the team and other stakeholders
- Create and deliver standard operating procedures, process flows and other materials to support the effective scaling and functioning of the program.

**Experience**:
OR
- A call center supervisor with experience improving processes and systems, and experience administering a ticketing system (ideally, Zendesk)
- Bachelor’s degree in business or related field preferred, or equivalent combination of education and experience.
- Advanced proficiency in Windows and Microsoft Office, (Outlook, Word, and Excel, Visio, etc.).
- Experience in data analytics, goal setting and performance management
- **The Supervisor will bring a representative license for Strata Property Management, or will complete the licensing process within the first six months of employment.**_

**About FirstService Residential**:
FirstService Residential BC is Metro Vancouver’s leading strata management company, proudly managing more than 55,000 units across the Lower Mainland. FirstService Residential BC leads the property management industry as the only full-service provider of strata and rental management, supplemented by a comprehensive suite of property services. FirstService is a values driven organization where we believe in making a difference every day by enhancing property values, and contributing to the communities under our care.

**Job Types**: Full-time, Permanent

**Salary**: $47,000.00-$53,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site gym
- Paid time off
- Tuition reimbursement
- Vision care
- Wellness program

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday

Ability to commute/relocate:

- Vancouver, BC: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer service: 2 years (required)
- Property management: 1 year (preferred)
- Data analytics: 1 year (preferred)
- performance management: 1 year (preferred)

Licence/Certification:

- Strata Property Management License (preferred)

Work Location: Hybrid remote in Vancouver, BC

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