Resident Support Services Team Lead

Job Overview: 

The Resident Support Services Team Lead is a key contributor, supporting the management oversight of the Resident Support Services (RSS) team. The role directly supports the company mission, objectives, and goals, and is responsible for the oversight of property management homeowner support services.

Your Responsibilities:

• Provide direct support and oversight to RSS team; conduct ongoing 1:1’s and check-ins as needed, training and development.
• Lead operation and implementation of work processes within the RSS team.
• Lead team meetings; creating and distributing meeting agendas and recap summary.
• Partner with the Manager of RSS, Director of Operations and other leaders working cross functionally on execution of company priorities and initiatives that flow in part or in whole through the RSS team.
• Propose, implement, and manage administrative policies, standard operating procedures and performance metrics that will strengthen the RSS team and meet organizational and client objectives.
• In partnership wit the Director of Operations, engage, strategize, review and improve current procedures and policies, to enhance efficiencies and processes within the team
• Conduct annual performance reviews with review and approval of the Director of Operations
• Work directly with escalated customer inquiries and/or complaints
• Work closely with Connect Manager, Senior WelcomeLink Coordinator, and CSS Team Lead to ensure information and processes are followed closely by the support teams.
• Create necessary accounts internally for new associations.
• Support the RSS team by professionally handling incoming requests to meet team SLA’s while ensuring a high level of customer service, as necessary
• Provide and coordinate back-up administrative support, as needed.

Additional Responsibilities:

• Must maintain regular and punctual attendance to required shifts, meetings, trainings, and related employment engagements to support position responsibilities and duties. Any alterations to required schedule must be reviewed and approved, in advance by your supervisor
• 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 materials 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 and range of special projects, tasks, and other related duties as assigned

Supervisory Responsibilities:

• Supervise and manage RSS team
• Review and approve time-off requests
• Assign, monitor, and manage tasks and responsibilities
• Evaluate performance on a regular basis using PowerBI dashboards and other performance reporting tools
• Assist in recruiting, interviewing, hiring, and training members of the team
• Provide coaching and disciplinary actions, as necessary
• Review daily and manage/approve team timecards in ADP

Skills & Qualifications:

• 2 years of office management and previous supervisory experience required
• High school diploma or GED required
• Associate’s or Bachelor’s degree in business field or property management and/or at least 4 of transferrable work experience preferred
• Basic proficiency in MS PowerPoint, Excel, and Word strongly preferred

• Ability to build and maintain positive working relationships
• Strong communication skills, written and verbal
• Well-developed interpersonal aptitude including excellent organizational abilities
• Effective problem-solver collaborator
• Skills and/or aptitude for managing systems approach to administrative support

Physical Requirements:

• Sitting at a desk; use of keyboard; movement within Corporate Office
• Ability to lift up to 50 lbs.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Hours over and above normal office hours may occur, including evenings, holidays, and some weekends. Schedule is subject to change based on business needs.

What We Offer:

As a full-time non-exempt associate, you will be eligible for full comprehensive benefits to include your choice of multiple medical plans, dental,vision, EAP services, Life Insurance, and Long-Term Disability coverage. In addition, you will be eligible forvacation and sick timeoff benefits, 10paid holidays, and a 401k with company match.

Compensation: $29 - $30 hourly

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