Description
The Community Support Services Team Lead is responsible for the management and oversight of the Community Support Services (CSS) team. The role directly supports the company mission, objectives and goals, and is responsible for the oversight of property management central support services.
Essential Duties:
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.
- Lead operation and implementation of work processes within the CSS/Admin team.
- Partner with the Community Support Services manager and other leads working cross functionally on execution of company priorities and initiatives that flow in part or in whole through the admin team.
- Propose, implement, and manage administrative policies, standard operating procedures and performance metrics that will strengthen the admin team and meet organizational and client objectives.
- In partnership with the Director of Operations, engage, strategize, review, and improve current procedures and policies, to enhance efficiencies and processes within the team
- Provide direct support and oversight to administrative team; conduct ongoing check-ins as needed, training and development.
- Conduct annual evaluations, develop compensation recommendations for the team, and conduct performance reviews with review and approval of the Director of Operations
- Work directly with escalated customer inquiries and/or complaints
- Work closely with escalated Connect Manager and Senior WelcomeLink Coordinator to ensure information and processes are followed closely by the administrative and support teams.
- Create necessary accounts internally for new associations
- Provide and coordinate back-up administrative and reception support, as needed.
Additional Duties:
- Must maintain regular and punctual attendance to required shifts, meetings, trainings, and related employment engagements to support position responsibilities and duties. Any alterations to required schedule must be reviewed and approved, in advance by your supervisor
- 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 materials 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 and range of special projects, tasks, and other related duties as assigned
- Supervise and manage CSS team
- Assign, monitor, and manage tasks and responsibilities
- Evaluate performance on a regular basis using PowerBI dashboards and other performance reporting tools
- Assist in recruiting, interviewing, hiring, and training members of the team
- Provide coaching and disciplinary actions, as necessary
Education and Experience:
- Office management and previous supervisory experience required
- High school diploma or GED required
- Associate’s or Bachelor’s degree in business field or property management and/or at least 5 years of transferrable work experience preferred
- Basic proficiency in MS PowerPoint, Excel and Word strongly preferred
Knowledge, Skills & Proficiencies:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily, The requirements listed below are representative of knowledge, skill, and/or ability required.
- Ability to build and maintain positive working relationships
- Strong communication skills, written and verbal
- Well-developed interpersonal aptitude including excellent organizational abilities
- Effective problem-solver collaborator
- Skills and/or aptitude for managing systems approach to administrative support
Tools and Equipment Used:
- Computer, mouse, keyboard
- Copier/Printer
- Laminator
- Postage Machine
- Folding Machine
Physical Requirements & Working Environment:
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; use of keyboard; movement within Corporate Office
- Ability to lift up to 50 lbs.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Hours over and above normal office hours may occur, including evenings. Schedule is subject to change based on business needs.
What We Offer:
- 11 company paid holidays
- Medical, dental, vision
- HSA and FSA
- Company-paid life insurance and Employee Assistance Plan
- Supplemental life, disability, accident, critical illness, hospital indemnity
- Identity theft, legal services
- Pet insurance
- 401(k) with company match
About us:
FirstService Residential transforms the property management landscape by providing professional association management services to over 9,000 residential communities across the United States and Canada. Our dedication to associate satisfaction and growth is recognized by our Great Place to Work certification, exemplifying our commitment to fostering a positive and inclusive workplace culture. Our 19,000 associates can count on competitive salaries, top-tier medical, dental, and retirement benefits, career training, and support for continued professional development. Experience exceptional service with a fulfilling career in property management with FirstService Residential. To learn more about our company, culture, and exciting career opportunities visit https://bit.ly/NV-Careers.
Disclaimer:
The above information in 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.
FirstService Residential is an equal-opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status.
Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with federal and state laws, as well as applicable local ordinances. All offers of employment with FirstService Residential are contingent upon a satisfactory background check.