The posting
The Resident Services Supervisor is responsible for overseeing the daily operations of the Resident Services department while ensuring an exceptional experience for residents, guests, and community members. This position provides leadership, guidance, and support to the Resident Services team, promotes CCMC's core values, and ensures operational excellence through effective supervision, staff development, resident engagement, and administrative management.
The Resident Services Supervisor supports the Community Manager in the overall operation of the community, serves as a liaison to residents, committees, and the Board of Directors, and exercises independent judgment in managing departmental activities, resolving resident concerns, coordinating staff, and supporting community initiatives.
RESPONSIBILITIES
- Supervise, coach, and develop Resident Services and administrative support staff to ensure exceptional customer service and operational effectiveness.
- Support the Community Manager in the daily operations of the community while ensuring compliance with governing documents, the CCMC management agreement, company policies, and applicable laws.
- Oversee the Resident Services function, including staff scheduling, timecard approval, workflow management, performance management, and employee development.
- Serve as a liaison among residents, Board members, committees, vendors, and community management to support effective communication and community operations.
- Attend and support Board of Directors, committee, and community meetings, including preparing meeting materials, reports, correspondence, and following up on action items as needed.
- Manage and resolve resident inquiries, concerns, and escalated customer service issues in a professional and timely manner.
- Ensure staff are properly trained and knowledgeable regarding community amenities, programs, services, policies, and procedures.
- Monitor and enforce community policies, procedures, and operational standards while promoting a positive resident experience.
- Maintain departmental records, reports, communications, and other administrative documentation in accordance with company standards.
- Assist with budget administration, expense monitoring, operational planning, and continuous improvement initiatives.
- Coordinate with internal departments, contractors, and vendors to support community programs, events, projects, and daily operations.
- Report accidents, incidents, safety concerns, and operational issues to the appropriate personnel.
- Serve as a positive representative of CCMC and actively promote the company's mission, vision, and core values.
- Perform other duties and responsibilities as assigned.
REQUIREMENTS
- Associate degree required; Bachelor's degree preferred, or an equivalent combination of education and experience.
- Minimum three (3) years of customer service, hospitality, property management, HOA, community management, or related experience.
- Previous supervisory or leadership experience required.
- HOA or community association management experience preferred.
- Experience supporting Boards of Directors, committees, or volunteer-led organizations preferred.
- Strong leadership, employee development, and team-building skills.
- Excellent customer service, relationship management, conflict resolution, and communication skills.
- Demonstrated ability to prepare professional correspondence, reports, presentations, and meeting materials.
- Strong organizational, administrative, and project coordination skills with the ability to manage multiple priorities.
- Proficiency with Microsoft Office applications, including Outlook, Word, Excel, and PowerPoint.
- Ability to exercise independent judgment, maintain confidentiality, and make sound business decisions.
- Flexibility to attend evening meetings, community events, weekends, and holidays as business needs require.
PHYSICAL REQUIREMENTS
The physical requirements can vary, but generally, they may include:
- Lifting: Occasionally lift, carry, push, and/or pull up to 25 pounds.
- Mobility: Frequently move throughout the community, including administrative offices, amenity facilities, meeting spaces, and outdoor common areas. Ability to walk varying distances and navigate stairs, sidewalks, and uneven surfaces as needed.
- Working conditions: Work is performed primarily in an office and community environment with frequent interaction with residents, board members, vendors, and team members.
- Personal protective gear: May be required to wear appropriate personal protective equipment when visiting maintenance areas, construction sites, or other locations where safety equipment is necessary.
- Extended Sitting or Standing: Ability to sit, stand, and walk for extended periods throughout the workday. Frequent use of a computer and telephone while performing administrative duties
- Manual Dexterity: Ability to operate standard office equipment, including computers, keyboards, telephones, printers, copiers, and scanners.
- Driving: Valid driver's license and reliable transportation may be required. Ability to travel throughout the community and, when necessary, to off-site meetings, training sessions, or company events. (Please note: We will request and review an MVR at the time of hire and on a periodic basis thereafter to ensure that employees maintain a satisfactory driving status.)
We are committed to creating an inclusive and accessible work environment. If you require reasonable accommodation in performing the job duties as described in the job description, discuss with your manager.
What we offer:
- Comprehensive benefits package including medical, dental, and vision
- Wellness program
- Flexible Spending Accounts
- Company-matching 401k contributions
- Paid time off for vacation, holidays, medical, and volunteering
- Paid parental leave
- Training and educational assistance
- Support programs, including Employee Assistance Program and Calm Health
- Optional benefits including short- and long-term disability, life insurance, and pet insurance
- Most importantly, a caring team who is dedicated to your success!
