Salary Range
$45,000.00-$48,000.00

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 Resident Support Services Agent will resolve complaints, errors, account questions, billing, and other queries.

Please note this is a temporary position until December 2026.

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. Handles 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.

Must have strong proficiency in Windows and Microsoft Office, (Outlook, Word, and Excel, etc.).

The successful candidate must possess excellent written and verbal communication skills

The successful candidate must be able to type 40-50 words per minute

Ability to learn and navigate current 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.

Must have a strong work ethic and be 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

Disclaimer
The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. This is not an all-inclusive job description; therefore, management has the right to assign or reassign schedules, duties and responsibilities to this job at any time.

Automated Employment Decision Tool (AEDT) Usage: We may utilize an Automated Employment Decision Tool (AEDT) in connection with the assessment or evaluation of candidates. The AEDT is designed to assist in objectively evaluating candidate qualifications based on specific job-related characteristics.

Job Qualifications and Characteristics Assessed: The AEDT evaluates candidates based on job qualifications and characteristics pertinent to the role, including skills, experience, and competencies relevant to the position requirements. These qualifications are determined by the unique needs of each role within our company.

Alternative Selection Process or Reasonable Accommodations: Candidates who require an alternative selection process or a reasonable accommodation, as defined under applicable disability laws, may make a request through our designated contact channel [email protected].

Requesting Information About the AEDT - NYC Local Law 144: Candidates who reside in New York City and are subject to NYC Local Law 144 may request information about the AEDT, including details on the type of data collected, the sources of such data, and our data retention policies. To submit a request, please contact us at [email protected]; we will respond in accordance with Local Law 144, within 30 days.

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📌 Resident Support Services Agent - Temporary FT (Alberta)
🏢 FirstService Residential Canada
📍 Alberta