community support specialist - Kansas City, MO , USA, United States - FirstService Residential

Description

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 Community Support Specialist will provide internal departments will complete requests through an internal ticketing system\. In addition, they will respond to inquiries, concerns and requests about products and services\. The Community Support Specialist will resolve complaints, errors, account questions, and other internal queries\.


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\.

• Timely resolution of activities and processing performed at a high standard to allow the Community Support Specialist \(CSS\) to achieve its objectives and vision\.
• Capture all resident and client data electronically in the customer relationship management system\.
• Continuously audit processes to ensure controls are in place that will accurately and in a timely manner capture all customer data\.
• Provides high quality transaction processing services that meet all compliance, quality and risk measures\.
• Consistently meets customer service standards\.
• Resolves queries timely and accurately\.
• Supports and engages team members to deliver team requirements by working together\.
• Actively participates in team discussions, meetings and events\.
• Actively participates with requirements of Community Support Supervisor by keeping accurate records of work completion and work in progress\.
• Actively contributes to escalation procedures, non\-compliance and variations, capturing data relating to support\.

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:

• High School Diploma
• Customer service experience preferred
• Must have strong proficiency in Windows and Microsoft Office, \(Outlook, Word, and Excel, etc\.\)
• Ability to learn and navigate new technology platforms

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 ability required\.

• Exceptional written and verbal communication skills
• Excellent spelling and proof\-reading abilities
• Confident with data research and analysis
• Ability to prioritize
• Ability to work independently
• Collaborative attitude and team player
• Exceptional interpersonal skills
• Highly organized and detail\-oriented
• Consistent professional demeanor
• Work efficiently under pressure
• Handle change in a positive manner
• Open to constructive criticism
• Reliable and discrete
• Well\-versed in computer software programs
• Desire to know more than you know and a drive to figure out how to do a job
• Always seeking new ways to improve efficiencies
• Ability to manage a high level of stress with a positive attitude
• Ability to type 35 words per minute

Tools and Equipment Used:

• Computer \(MS Office, FirstService Connect, Zendesk\) Teams, Smartsheet, Smartwebs
• Telephone/Cell Phone
• Copy/Scanner/Fax Machine/Postage Machine/Shredder/Laminator
• Additional equipment may be needed to perform tasks

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\.

• Sitting at a desk for extended periods of time
• Working on a computer throughout the day \(monitor, keyboard, and mouse\)
• Ability to listen and focus for long periods of time
• Ability to multi\-task
• Standing at a copier for extended periods of time
• Climbing warehouse ladder to access storage boxes
• Subjected to loud noises
• Exposure to numerous interruptions and surrounding conversations
• Ability to lift up to 30 lbs
• Must report to work every day for scheduled shift or take accrued paid time off
• Ability to work extended/flexible hours and weekends occasionally
• Possess a valid driver's license and insurance and must not have a record of a revoked or suspended license as determined upon review of the motor vehicle driving report or record in accordance with applicable law

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: $17\.00 \- $22\.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\.