Resident Support Services AgentProvide residents, boards of directors, and vendors with information in response to inquiries, concerns, and requests about products and services. Resolve complaints, errors, account questions, billing, and other queries.CompensationSalary Range: $45,000.00 - $48,000.00ResponsibilitiesProfessionally handle incoming requests from residents, board members, and vendors and ensure issues are resolved promptly and thoroughly.Collaborate directly with Community Managers, internal departments, and the 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.Gather information from residents, board members, and vendors; access their accounts, evaluate needs, educate them to prevent 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, handling 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 solve client‑facing problems.Assist with homeowner document requests.Additional support and duties as assigned.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 operations as required to maintain workflow and meet schedules; notify supervision of unusual equipment or operating problems and additional supply needs.Participate in meetings and work groups to integrate activities, communicate issues, obtain approvals, resolve problems, and maintain knowledge of new developments, requirements, policies, and regulatory guidelines.Ensure all safety precautions are followed.Follow all policies and Standard Operating Procedures as instructed by Management.Perform any range of special projects, tasks, and other related duties as assigned.Qualifications2–3 years of 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 new technology platforms.Property Management/Real Estate experience is considered an asset.Experience with Zendesk software is considered an asset.Knowledge & ProficienciesInteract effectively, communicate clearly, and meet the needs of others.Excellent organization, planning, motivation, and interpersonal skills.Critical thinking,



complex problem solving, judgment, and decision‑making ability.Robust work ethic, detail orientation, and 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 and independently; be self‑driven.Additional InformationAutomated Employment Decision Tool (AEDT) Usage:We may utilize an Automated Employment Decision Tool 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.Alternative Selection Process or Reasonable Accommodations:Candidates who require an alternative selection process or a reasonable accommodation may make a request through our designated contact channel [email protected] 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] and we will respond in accordance with Local Law 144 within 30 days.#J-18808-Ljbffr

📌 Resident Support Services Agent - $45,000 - $48,000 A Year (Winnipeg)
🏢 FirstService Residential
📍 Winnipeg