Description
The Team Lead, Community Support Services (CSS) is responsible for the management and oversight of a team of Community Support Services (CSS) associates. The role directly supports the company mission, objectives and goals, and is responsible for executing and upholding our processes, changes, etc. The Team Lead will work out of the Calgary office but will be required to attend both offices in Alberta, the Calgary office and Edmonton office.
Provides effective administrative support to Community Managers by:
- Creating a variety of documents using proscribed procedures and templates
- Thoroughly proofreading documents, correcting clerical errors and suggesting editorial changes
- Saving and distributing documents as needed
- Accurately updating relevant databases and directories
- Completing or assisting in large, complex or sensitive projects
Ensures that the Administration department operates efficiently by:
- Ensuring that regulatory deadlines are met
- Communicating with Condo Managers to resolve challenges, errors and concerns
- Communicating with and providing feedback to stakeholders, such as CSS leadership, the Operations team and Executive Leadership as needed
- Overseeing a team of CSS associates
- Creation, implementation & improvement of CSS processes
- Approving administrative associate timecards and time off requests
- Completing CSS tickets as time permits
Continually works to improve the efficiency of the Administration department by:
- Participating in the selection process for new associates, including interviewing & hiring
- Performance managing associates in line with company policies
- Implement training & auditing of new processes as it relates to their team
- Conducts team performance reviews
- Provide continued feedback on the admin department and processes
Additional Duties: - 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 any range of special projects, tasks, and other related duties as assigned.
Travel: Must be able to travel to Edmonton periodically
Supervisory Responsibilities: - Supervise RSS team
- Review and approve time-off requests
- Assign, monitor, and manage tasks and responsibilities
- Evaluate performance on a regular basis using PowerBI dashboards and other performance reporting tools
- Review NPS weekly and monthly in conjunction with the RSS Manager.
- Assist in recruiting, interviewing, hiring, and training members of the team
- Provide coaching and disciplinary actions, as necessary
- Review daily and manage/approve team timecards in ADP
Education and Experience: - 3-5 years of 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 4 years of transferrable work experience preferred
- Intermediate proficiency in MS PowerPoint, Excel, and Word strongly preferred
- 45-50 wpm typing speed
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 a systems approach to administrative support
Tools & Equipment Used: - Computer, Keyboard
- Office Equipment including phone system, printers, fax machines, mail machines, etc.
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 keyboarding
- Able to lift up to 50 pounds.
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.
Automated Employment Decision Tool (AEDT) Usage: We may utilize an Automated Employment Decision Tool (AEDT) in connection with the assessment or evaluation of candidates. The AEDT is designed to assist in objectively evaluating candidate qualifications based on specific job-related characteristics.
Job Qualifications and Characteristics Assessed: The AEDT evaluates candidates based on job qualifications and characteristics pertinent to the role, including skills, experience, and competencies relevant to the position requirements. These qualifications are determined by the unique needs of each role within our company.
Alternative Selection Process or Reasonable Accommodations: Candidates who require an alternative selection process or a “reasonable accommodation,” as defined under applicable disability laws, may make a request through our designated contact channel national_recruiting@fsresidential.com.
Requesting Information About the AEDT - NYC Local Law 144: Candidates who reside in New York City and are subject to NYC Local Law 144 may request information about the AEDT, including details on the type of data collected, the sources of such data, and our data retention policies. To submit a request, please contact us at national_recruiting@fsresidential.com; we will respond in accordance with Local Law 144, within 30 days.
