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Team Leader

Company: FirstService Residential
Location: Rancho Cordova
Posted on: September 21, 2022

Job Description:

JOB SUMMARY: The Team Manager will oversee the staff of Assistant Community Managers (ACMs) in the assigned region ensuring that the ACM's are assisting with the everyday inquiries and needs of homeowners, vendors and community managers. The Manager will ensure that established procedures and a consistent practice is in place for the entire region. Additionally, the Team Manager may carry a modified portfolio of directly supported clients, as the business need dictates.


+ Oversee the Assistant Community Managers (ACM's) team in the successful support of the community management team and clients. Core responsibilities include: hiring, training, performance management, evaluation and support to ACM direct reports.

+ Participates in a leadership capacity at team FirstCall, team meetings and at company events and programs

+ Displays a growth mindset and is a champion for change within their region and with company initiatives

+ Serve as "quarterback" during ACM absences (sick, vacation, vacancy, etc.) to ensure that all clients are being serviced

+ Serve as "quarterback" during onboarding of new ACM's, to include setting up knee-to-knee training sessions and ownership of training schedule during first 90 days

+ Assign and maintain an active ACM "buddy" system to serve as back up during absences

+ Review all client-facing work product as designated, prior to presentation to the Community Manager, slated for inclusion in a board packet)

+ Regularly spot check the completion of architectural applications, call logs, and tasks to identify high and struggling performers on the team for the purpose of aligning appropriate resources for ACM retention and growth

+ Review all work product of any ACM identified as a struggling performer to ensure proper completion in accordance with company standards and to identify appropriate training resources

+ Regularly evaluate workloads of all ACMs to ensure equitable distribution and identify any available capacity

+ Determine and communicate to ACM associates what items/tasks are high priority and need to be focused on at any point in time (daily task)

+ Ensure maintenance of accurate and complete records as required to properly and effectively implement the various policies and procedures of clients within the region

+ Ability to communicate with homeowners, vendors, and residents -- meeting their needs and expectations and answering questions without having to consult a supervisor

+ Lead monthly team meetings within assigned region with ability to make decisions on next steps with any pending items, road blocks, etc.

+ Demonstrates an ability to determine what information would be of benefit to a client and is able to prepare accurate comprehensive analyses and reasonable conclusions.

+ Demonstrates and awareness of the importance of project presentation, quality and accuracy

+ Ensures team maintains awareness of policies and other governing documents which are related to assigned activities

+ Ensures consistent use and maintenance of information in Connect, Tasks, ADRC and other FirstService database programs as assigned.

+ Ensure the maintenance of an accurate backup binder for each client within the assigned region

+ Must have reliable transportation and be able to drive to other work locations, perform site reviews, pick up supplies, etc.

+ Maintain an organized workspace according to company procedures.

+ Stay abreast of current industry trends and laws

+ Directly assigned to 1-3 accounts to handle ACM tasks on regular basis as deemed appropriate by leadership team, including conducting monthly inspections on addenda accounts.

+ Other projects, opportunities or assignments as may be deemed needed and appropriate for this position


+ Direct supervisory responsibility for all Assistant Community Manager within the assigned region

EDUCATION & EXPERIENCE to maintain confidentiality

+ Professional representative of FirstService Residential

+ Excellent communication skills: written, verbal and listening

+ Collaborative decision-making, relationship building and problem solving skills

+ Organizational and time management abilities

+ High level of attention to detail

+ Intermediate to Advanced knowledge of Microsoft Applications, particularly Word, Outlook, Excel and Power Point; ADP Vantage a plus

+ Advanced knowledge of Connect, Jenark, ADRC and AVID

TOOLS & EQUIPMENT USEDGeneral office equipment

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

+ Must be able to lift 25 lbs.

+ Must be able to sit for extended periods of time.

+ Must have finger dexterity for typing/using a keyboard.

+ Talking and hearing occur continuously in the process of communicating with guests, supervisors, vendors and our clients.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Hours over and above normal office hours will occur, including evenings, holidays, and some weekends. Schedule is subject to change based on business needs.


+ Must be able to travel to regional office for supervision duties

+ As it will be necessary to drive to meetings and other locations, position must have a valid California Driver's License and State mandated vehicle insurance

+ Must be able to attend and actively participate at night meetings as required.

About Us:

FirstService Residential is North America's foremost property management firm. Our dedication, responsiveness and integrity are why thousands of communities across the U.S. and Canada choose FirstService Residential to manage their properties. We have expertise working with complex communities with large budgets and numerous amenities. In addition, we manage commercial associations and mixed-use developments, as well as multi-family and investor-owned rental and REO properties for institutional and private equity clients.

We're all about our associates, and as we continue to grow, we're looking for even more quality people who share our dedication to doing what's right, improving residents' quality of life, building great relationships and truly making a difference for their clients, their colleagues and themselves. Is that you? If so, apply today or join our community and learn more about FirstService Residential.

To learn more about our company and culture, please visit www.fsresidential.com/california

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, including but not limited to the San Francisco and Los Angeles Fair Chance Ordinances.

Keywords: FirstService Residential, Rancho Cordova , Team Leader, Hospitality & Tourism , Rancho Cordova, California

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