Job Overview:

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.

Your Responsibilities:

• Lead operation and implementation of work processes within the CSS/Admin team.
• Partner with the RSS/CSS Manager, Director of Operations 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 RSS and CSS Manager and/or Director of Operations.
• Work directly with escalated customer inquiries and/or complaints
• Work closely with escalated Connect Manager, WelcomeLink SMEs and others to ensure information and processes are followed closely by the administrative and support teams.
• Support the CSS team by professionally handling incoming requests to meet team SLA’s while ensuring a high level of customer service, as necessary
• Create necessary accounts internally for new associations
• Provide and coordinate back-up administrative and reception support, as needed.
• 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

Skills & Qualifications:

• 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
• 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

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, and vision. In addition, you will be eligible for time off benefits, paid holidays, and a 401k with company match. Occasional travel may be required to attend training and other company functions.

Compensation: $24.04 - $27.88 / hour

Disclaimer: 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.

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