Admin Support Services

Position Description

The Administrative Assistant is a key member of the FirstService Residential (FSR) team and provides superior customer service, possesses detailed knowledge of company policies and procedures, and performs essential functions as they relate to incoming clients/visitors, accessibility of the head office, and support services. The Administrative Assistant has the competency and intrapersonal skills to work independently and with minimal direct supervision and possesses strong communication, telephone, and customer service skills. The individual must be detail oriented and able to multitask.

Position Responsibilities

• Provide five-star customer service at all times by responding to incoming visitors, telephone calls, email and other correspondence in a timely and courteous manner. Act as intermediary with owners/residents, vendors and staff to assist in prompt response to questions or problems.
• Greets employees, guests, and visitors at Corporate office and provide support for account questions, incoming payments, key fob distribution, and/or direct to meeting space.
• Resolves and/or follows up/escalates on all complaints/issues from callers or visitors
• Resident inquiry backup for all support functions (handles calls, resolves open call logs, updates resident information, etc).
• Receives, logs and routes packages as necessary
• Manages and maintains all extension, community, and other office listings/internal update forms utilized in the office.
• Routes all incoming faxes (e-fax) and customer contact questions/inquiries
• Takes payments from homeowners, provides receipts and submits payment to the Accounts Receivable department
• Research returned mail, documents address updates, and resends mail if necessary
• Scans documents as time permits or as the need arises (typically on behalf of other departments)
• Helps Office Manager and other front office staff with any daily functions or special requests (e.g., administrative work, mailings, event preparation, etc.)
• Assists other departments by maintaining spreadsheets and databases as directed by the Office Manager (including account transitions)
• Serves as backup for Certified Mailings: Processing, filing electronic signatures, and maintaining certified log
• Responsible to work in partnership with Office Manager on programming and mailing out access devices for all communities as well as maintaining the online orders, requests, and inventory upload all pool access device data in various data software programs as well as Connect as specified by Office Manager.
• Follows safety procedures and maintains a safe work environment
• Ensures homeowner documents are properly disposed of to prevent identity theft
• Responds to all scheduled and unscheduled situations in a timely and efficient manner
• Help Office Manager clean and maintain meeting areas and ensures space is ready for any meetings
• Perform other job-related duties as directed by management and miscellaneous projects as assigned

Operating Skills, Knowledge & Abilities.

Education/Training: High school diploma or equivalency. 2 to 3 years’ experience in an office environment performing similar tasks preferred. Experience in Property Management industry a plus.

Experience/Knowledge/Abilities:

Proficient in Microsoft Office. Excellent communication skills. Strong working knowledge of customer service principles and practices, ability to perform with minimum supervision and make decisions independently. Ability to multi-task, effectively prioritize workload, meet hard and fast deadline. Must be a team player. Must possess strong analytical skills. Detail-oriented with multiple tasks, information organization.

Special Requirements:

Physical demands include ability to lift up to 50 lbs. Standing, sitting, walking. The employee is required to work at a personal computer for extended periods of time.

Physical Requirements:

Frequent need (66% to 100% of time) to perform the following physical activities:

• Writing/typing – Corporate/inter-office, resident communications
• Grasping/turning – Telephone, doorknob use
• Finger dexterity – Operation of office equipment
• Lifting/carrying – Paperwork, deliveries, books, files, misc.)
• Attendance – Regular and predictable

Other needs as specified:

• Over 25lbs. – Occasional need (10% to 33% of time)
• Between 10-25lbs. – Occasional need (10% to 33% of time)
• Less than 10lbs. – Frequent need (33% to 66% of time)

Vision Requirements:

• Frequent need (66% to 100% of time) to complete forms, read and review reports, wide variety of correspondence, view computer screen. Frequent need to see small detail.
• Frequent need (33% to 66% of time) to see things clearly beyond arm’s reach (inspecting property, neighborhood survey)

Hearing Requirements: Frequent need (66% to 100% of time) to communicate over telephone and in person with vendors, corporate and resident staff, residents and prospects.

Speaking Requirements: Constant need (66% to 100% of time) to verbally communicate with home owners, vendors, and staff.

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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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