Job Responsibilities

The Resident Support Services Agent will provide residents, boards of directors and vendors with information in response to inquiries, concerns and requests about products and services. In addition, the Agent will resolve complaints, errors, account questions, billing, and other queries.

Salary Range

$45,000.00–$48,000.00

Essential Duties & Responsibilities

- Professionally handle incoming requests from residents, board members, and vendors and ensure that issues are resolved both promptly and thoroughly.
- Collaborate directly with Community Managers, internal departments and Customer Care Center to ensure timely resolution of all inquiries.
- Document resolution of all interactions within the appropriate systems and applications.
- Resolve all open inquiries within prescribed timelines.
- Thoroughly and efficiently gather information from residents, board members, and vendors, access their account and evaluate their needs, 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 an Association Manager response.
- Maintain a balance between company policy and customer benefit in decision-making. Handle issues in the best interest of both customer and company.
- Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.
- Work cross-functionally to effectively solve client-facing problems.
- Assist with homeowner document requests.
- Additional support and duties as assigned.

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.

Skills & Qualifications

- 2‑3 years customer service experience in a service industry setting.
- Strong proficiency in Windows and Microsoft Office (Outlook, Word, Excel, etc.).
- Excellent written and verbal communication skills.
- Ability to type 40‑50 words per minute.
- Ability to learn and navigate recent technology platforms.
- Property Management/Real Estate experience is considered an asset.
- Experience with Zendesk software is considered an asset.

Knowledge & Proficiencies

- Interact effectively, communicate clearly, and understand meeting the needs of others.
- Excellent organization, planning, motivation and interpersonal skills.
- Critical thinking, complex problem solving, judgment, and decision making ability.
- Strong work ethic, detail-oriented with excellent multitasking skills.
- Ability to prioritize work, meet deadlines and work well under pressure.
- Ability to work with sensitive or confidential information.
- Ability to work in a team environment as well as independently and be self‑driven.

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📌 Resident Support Services Agent (Calgary)
🏢 FirstService Residential Canada
📍 Calgary