Connect Coordinator

**Responsibilities**:
This position is responsible for the utilization, training, support and management of the Connect system. This position will create, maintain and distribute user guides, facilitate group and one-on-one training and serve as the primary point of contact for all market Connect questions.

**Essential Duties & Responsibilities**

The job duties listed are typical examples of the work performed by the Connect Coordinator and may not include all duties performed.

**Training & Development**:

- Schedule and facilitate Connect training sessions for new hires and existing staff as required, including setting up user profiles.
- Provide refresher training on specific features and modules by request.
- Manage and facilitate in-market Connect training to ensure comprehensive system understanding and adoption.
- Create, maintain, and distribute user guides for Connect, Connect Resident Portal, and mobile apps (including full system administrator guides, module-specific guides, and community navigation guides).
- Field questions and provide further training and guidance to end users as needed.
- Support Connect Leads in other markets by providing coaching and answering questions.

**Technical Support**:

- Troubleshoot and resolve integration issues with other platforms, including but not limited to WelcomeLink, Jenark, and Qualtrics.
- Research system issues and provide solutions where possible, or submit bug tickets for resolution by the National Team.
- Plan and implement local rollouts of new modules, system updates, and mobile apps.
- Maintain user access rights, system configurations, and ensure data integrity across platforms.
- Conduct User Acceptance Testing (UAT) for system enhancements, bug resolutions, and new/revised modules.
- Partner with Customer Care to drive improvements in info center quality and First Call Resolution metrics.
- Troubleshoot and escalate issues related to property managers’ concerns and operational incidents.
- Assisting in resolving Connect related tickets in Zendesk
- Assist in resolving HODA escalations
- Assist in reporting and analytics related to resident care products

**System Implementation & Enhancements**:

- Oversee the import of data from accounting systems to Connect for new properties.
- Collaborate with the National Team to submit enhancement requests and provide feedback for system improvements.
- Support the setup, maintenance, and optimization of modules and features within the Connect system.
- homeowners.

**Meetings & Collaboration**:

- Participate in Board Meetings, Sales Meetings, and other relevant calls to demonstrate the platform and discuss its capabilities.
- Participate in regularly scheduled meetings, including Property Manager’s meetings, Office Manager’s meetings, and Connect Forum calls.
- Meet with Executive Leadership/Regional Directors to support Connect adoption and provide data-driven insights.
- Provide data and input to support executive decision-making and process improvements.

**Leadership & Process Improvement**:

- Identify and correct concerns with processes and procedures, implementing necessary changes or providing suggestions for improvement.
- Work as a liaison between administrative teams and Connect support functions, ensuring smooth communication and operational alignment.
- Assist sales and marketing teams with the promotion and advertising of Connect capabilities, including the Resident Portal and mobile apps.
- Identify and implement process changes to assist with the success of HODA

**Other Duties**:

- Provide feedback to corporate IT support teams and contribute to special projects, product rollouts, and system enhancements.
- Distribute audit reports and analyze system usage with Supervisors and Regional Directors.
- Perform other tasks and responsibilities as assigned by management.

**Additional Duties & Responsibilities**
- Practice and adhere to FirstService Residential Global Service Standards.
- Conduct business at all times with the highest standards of personal, professional and ethical conduct.
- Perform or assist with any operations as required to maintain workflow and to meet schedules. Notify supervision of unusual equipment or operating problems and the need for additional material and supplies.
- May participate in any variety of meetings and work groups to integrate activities, communicate issues, obtain approvals, resolve problems and maintain specified level of knowledge pertaining to new developments, requirements, policies, and regulatory guidelines.
- Ensure all safety precautions are followed while performing the work.
- Follow all policies and Standard Operating Procedures as instructed by Management.
- Perform any range of special projects, tasks and other related duties as assigned.

**Supervisory Responsibility**
- N/A

**Education & Experience**
- Associate’s or Bachelor’s degree in an applicable field
- Property management and/or IT background
- Advanced knowledge of Micros