Resident Relations Specialist (part time graveyard shift)

FirstService Residential Los Angeles, CA
The Resident Relations Specialist ("RRS") supports the General Manager ("GM") and/or the Resident Relations Supervisor/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 resident's expressed and unexpressed preferences and executing a full-service hospitality platform under the direction of the GM. The RRS is customer focused with excellent interpersonal communication and organizational skills and has a "can do" attitude. He/she must understand and adopt all community management tools (communications mediums, Connect, Access Control, Security etc.) on a daily basis to enhance the lifestyle of every resident.

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.

This position is part time, 16 hours per week, typically scheduled on Saturday and Sunday from 11:00pm-7:30am. The pay rate is $14.00 per hour.

ESSENTIAL DUTIES AND RESPONSIBILITIES may include but are not limited to:

* 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.

* Walks the property to be sure it's in safe condition

* 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 insure continued resident safety.

* 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.

* Views camera monitors for security and violations.

* Walk the community to check for secure doors, water leaking, anything out of the ordinary.

* Lock and unlock the common area doors.


Will possess past Resident Services, Customer Service and/or Hospitality experience.

Is highly organized and detailed oriented with a "can do" team player attitude. Has excellent communication and customer service skills and is administratively strong. Is proficient in MS Office with the willingness and ability to learn company internal software. Is able to multitask while working at times under pressure and in a diverse environment. Must be passionate about providing our residents exemplary customer service at all times.

* 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.


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

FirstService Residential is an equal opportunity employer, committed to cultural diversity. FirstService Residential will provide equal consideration for employment to all qualified applicants without regard to their race, religion, ancestry, national origin, sex, sexual orientation, age, disability, marital status, domestic partner status, or medical condition. FirstService Residential is an E-Verify participant. FirstService Residential will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring (Article 9 in Chapter XVIII of the Los Angeles Municipal Code

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