Description
Job Overview :
The Operations Supervisor provides superior customer service to residents, guests, and vendors; responds promptly to resident inquiries and concerns and resolves issues in a timely efficient manner. The Operations Supervisor communicates issues, concerns, and events with the Community Manager and Association Manager regarding daily activities of the property. The Operations Supervisor’s schedule is Monday through Friday 7 : 00 a.m.- 3 : 30 p.m. with a 30-minute lunch. The Operations Supervisor and Desk Attendant Supervisor will be on a rotating schedule to assist the desk staff with finding coverage or covering an open shift if needed. There may be occasional staff meetings, training or shift coverage requiring additional
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.
- Accountability for servicing customers with a focus on the values of FirstService Residential : Do What’s Right, Own It, Improve It, Aim High, Build Great Relationships, and Be Genuinely Helpful
- 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.
Initiate Communication with Homeowners about Building or Association Issues
Foster a welcoming and friendly environment for residents, guests, staff, and vendors. This position is typically the first point of contact for residents and guests.Communicating with homeowners about activities in the building, which may affect them via Connect, Email, Phone, Posting signs in message board / bulletin board / elevator.Respond to homeowner’s questions and concerns on a timely basis.Assist in providing individualized communications to homeowners about pertinent matters.Manage Building Information
Assist in maintaining Connect database of homeowners and building information as well as utilizing it as a form of communication.Responsible for maintaining a calendar of building activity.Responsible for maintaining secure key entry system by keeping all key records updated in the database and in the entry system.Help to ensure that information utilized by other staff is kept current.Oversee / Facilitate On-Site Staff
Oversees Desk Attendant Supervisor and supports their role as team leader of desk staff. Ensure that employees have necessary tools, and access to necessary physical and informational resources to do their work.Conduct regular “check in “meetings with the Desk Attendant Supervisor. Communicate new procedures and policies to the supervisor so they can inform / train the rest of the desk staff.Ensure that staff procedures and performance are consistent with objectives of the Board of Directors, FirstService Residential management practices, and the rules of the Association.Coordinate appropriate coverage of the front desk for planned time off.Assist in finding appropriate coverage of front desk for vacation or sick time when needed. Assists in keeping the Desk Attendant Manual up-to-date and focuses on supporting Desk Attendants in their work.May assist in training new desk and float staff.Building Maintenance
Assist in maintaining updated Vendor ListHelp to coordinate day-to-day building maintenance issues with staff and / or vendors and make sure that proper authorization for the job is acquired before starting the project.Respond to Resident Inquiries and Requests—General
Respond to homeowner’s questions and concerns. The front desk is the central on-site contact for addressing homeowner questions and concerns.Answer all incoming calls, answer all emails, and voice mails on a timely basis.Assist Community Manager in maintaining a monthly management report of all important homeowner issues (including moves, incidents, violations, and regular day-to-day activities).Respond to Resident Inquiries and Requests—Specific Write Work Orders for On-Site Maintenance TasksHelp to advise homeowners on issues of homeowner versus association expenses.Move-In, Move-Out Dates / Schedules : Coordinate move in of new tenants and support unit owner in assisting lessees as they acclimate to the Association, as per Rules and Regulations, electronic fob, and garage card, etc.Contact and Advise Contractors Serving the Association
Help to advise contractors of homeowner versus association responsibility.Help to monitor contractor compliance with the Rules and Regulations.Help to oversee work to its satisfactory completion.Advise the Community Manager when non-routine problems occur or work is not satisfactorily completed.Order Services / Approve Payments
Help to place orders for supplies and services needed for the Association.Submit billing adjustment form in a timely manner for charges and payments made by ownersMiscellaneous Duties / Projects
Create / assist in creating effective systems for the front deskHelp to Create / assist in creating procedures and forms to support the operations of the building.Work on miscellaneous projects, as necessary or as requested by the Community or Association Manager.Work on miscellaneous duties and tasks as necessary for proper operation of the building.Security and Camera System
Assist in maintaining secure key entry system and update key records in database and entry system. Program electronic key fobs with unit and / or resident identity.Help to program electronic key fobs and garage cards with unit and / or resident identityDisable, add, rename fobs, and garage cards as needed.Help to prepare incident reports for incidents that take place in the building. Take pictures of the incident scene as soon as possible.Oversee Unit Leasing Compliance
Distribute Leasing Requirements paperwork to those who may be moving in. Communicate with unit owners upon discovery of a resident who has leased a unit from an owner who has neglected to submit required paperwork.Coordinate move in of new tenant.Connect
Assist in maintaining all owner and renter information in Connect.Assist in maintaining updated association information with Community Managerand Association ManagerHelp to distribute memos, letters, and other relevant information to homeowners.Skills & Qualifications :
High School DiplomaAssociate or bachelor’s degree (preferred)Previous Association Management experience or a general understanding of Condo AssociationsExcel, Outlook, and Word experience Staff supervisory or leadership experienceBackground in providing administrative supportExceptional communication skills – verbal and writtenAttention to detail and accuracyProblem solving skillsSkills :
Customer service focused and understands the value of a smileAbility to work as a team and communicate with fellow team members : Community Manager, Resident Caretaker, Maintenance Manager, Desk staff, and Association Manager Ability to multi-task and prioritize dutiesProfessional demeanor and collaborative attitude Proactive and deadline orientedResourceful and decisive in handling daily issuesArticulate and can communicate clearly in writing and verbally Superior attention to detail, organizational and follow-up abilities Reliable, punctual, and discreetPhysical 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.
Standing, sitting, walking throughout the property, ability to lift / move up to 30 lbs., use of a keyboardReasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Hours over and above normal office hours may occur, including evenings, holidays, and some weekends. Schedule is subject to change based on business needs.
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, EAP services, Life Insurance, and Long-Term Disability coverage. In addition, you will be eligible for vacation and sick time off benefits, 10 paid holidays, and a 401k with company match.
Compensation : $30-32 an hour
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.
