United Spinal Association Jobs

The Company:

As the leading residential property management company in North America, we work hard to help communities thrive. Our dedication, responsiveness and integrity are why thousands of communities across the U.S. and Canada choose FirstService Residential to manage their properties. For more than four decades, communities have counted on FirstService Residential for their Missouri property management needs.

Job Overview:

The Resident Support Specialist will provide residents with information in response to inquiries, concerns and requests about products and services. In addition, the Resident Support Specialist will resolve complaints, errors, account questions, and other queries. The Resident Support Specialist will log and document residents’ calls if necessary or directed by management.

Your Responsibilities:

The job duties listed are typical examples of the work performed by positions in this job classification. Not all duties assigned to every position are included, nor is it expected that all positions will be assigned every duty.

• Responsible for handle incoming requests fromresidents and ensure that issues are resolved both promptly and thoroughly.

• Collaborate directly with Property Managers, Regional Directors, internal departments and National 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 service level agreement (SLA) timelines

• Update Trible Knowledge manuals as necessary

• Thoroughly and efficiently gather information fromresidents, 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.

• Consistently meet customer service standards.
• Review and close all service tickets that are not specifically awaiting a 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 which positively impact the client’s experience.

• Work cross functionally to effectively solve client facing problems.

Additional 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.
• Create, build and update standard operating procedures and workflows
• Assist with training new team members as needed
• Work on special projects as requested by your supervisor

Skills and Qualifications:

• Associate’s degree in business or related field preferred, or equivalent combination of education and experience.
• Minimum 1 year customer service experience.
• Preferred strong proficiency in Windows and Microsoft Office, (Outlook, Word, and Excel, etc.).
• Ability to learn and navigate new technology platforms.
• Community Support Services (CSS) experience preferred.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or proficiency required.

• 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.

Tools and Equipment Used:

• Computer (MS Office, FirstService Connect, Zendesk) Teams, Smartsheet's, Smartwebs
• Telephone/Cell Phone
• Copy/Scanner/Fax Machine/Postage Machine/Shredder

Physical Requirements:

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job.

• Exposure to numerous interruptions and surrounding conversations.
• Sitting at a desk for extended periods of time.
• Working on a computer throughout the day (monitor, keyboard, and mouse).
• Able to lift up to 30 pounds.
• Ability to multi-task.
• Able to use hands and arms for calculating, typing, grasping, pulling, etc.
• Able to perform tasks requiring eye-hand contact.
• Able to squat, kneel, stoop to floor level, occasional climbing, and walking.
• Able to speak clearly and make self-understood.
• Able to see objects closely to print; read instructions and recognize numerals.
• Able to observe and distinguish colors on charts/graphs.
• Able to distinguish smells to potential hazards.
• Able to concentrate without interruptions.
• Able to follow instructions and handle occasional stress on the job.
• Occasionally reaches at or above the shoulder height.
• Subjected to loud noises.
• Ability to talk on the phone and work on a computer for long period of time
• Ability to work extended/flexible hours and weekends occasionall
• Must report to work every day for scheduled shift or take accrued paid time off.
• Ability to type 35 words per minute

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

Travel:

Local travel to work assignments in the Kansas City Metropolitan area. May require meetings at other FirstService Residential offices in Canada and US.

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, and more. In addition, you will be eligible for time off benefits, paid holidays and a 401k with company match.

Compensation: $20.00 - $25.00 per hour

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.