We Offer Unmatched Customer Service Through our Resident Support Services
One of the biggest challenges property managers face is the number of homeowner inquiries they are faced with in a day. In fact, during the Covid-19 pandemic, emails to property managers increased by 30% and that has yet to decrease. While most are simple to answer, the number of emails they need to respond to takes time away from important HOA board directed business.
At FirstService Residential Illinois, we recognize that for your community manager to be more effective and allow them the opportunity to build a deeper relationship with the HOA board they serve, they need more time. And that's where our Resident Support Services (RSS) team comes in.
Made up of local specialized experts, our Resident Support Services team works behind the scenes to help resolve the day-to-day issues of association living. The RSS team is available to quickly and efficiently answer a variety of inquires a resident might have including but not limited to:
Accounts and payment questions
Amenity and elevator reservations
Parking and pool passes
Rules & regulations including potential violations
Common area maintenance, and more
For emergencies or urgent matters our 24/7/365 Customer Care Center is always a quick phone call away.
How Does the Resident Support Services Team Benefit Your HOA Board?
It's easy to see how the RSS team benefits residents. They have easy access to a reliable team when they need a quick answer. And that responsiveness leads to more satisfied residents. What might be less obvious at first is how the RSS team benefits your HOA board.
When your property manager has the ability to spend less time answering resident inquires that are often duplicates of each other, they can spend more time focusing on board action items. Less time sitting at a desk responding to emails means more time being out in the community and seeing firsthand what needs to be done. For off-site managers, this gives them the time to perform more comprehensive property visits on a more regular basis.
The Ability to Foster a Successful Relationship with Your Board
A property manager is there to serve the entire community. However, their top priority should be the relationship they have with the board. An HOA board is responsible for making a lot of important decisions for the community they call home. When they choose to partner with a professional property management company, they want to be partnered with a property manager they can trust.
HOA boards want a manager that will focus on meeting their needs and that will quickly respond to board inquiries, not have them get lost in the shuffle of resident emails. The RSS team allows our property managers to do just that and be more present. With less attention being spent on responding to general inquiries from homeowners, your board will receive more detail-oriented service that will only strengthen the relationship between the community manager and the board. In turn increasing the success of your community.
Valuable Insights for Your Board
In addition, having more time to focus on important projects, the property manager has time to review the data collected by the RSS team. As resident inquiries come into the RSS team, those inquiries, and responses become part of the team's knowledge base.
As similar questions are asked and answered, this gives valuable insight to the community at large on what matters most. Patterns and trends start to emerge, and this can be very helpful to an HOA board when it comes to prioritizing projects in the community. It can also give valuable insight onto important services that may not currently be available to residents but should be strongly considered.
Having the support of our RSS team has reduced property manager turnover, however it's still something that a community can experience. If this should happen, the board doesn't have to worry about reduced service or important community information getting lost in the transition period. The RSS team is able to continue providing that high level of customer service to your community in the interim. Through the information collected and provided by the RSS team, along with the information available on the resident portal, the transition to a new manager can be seamless for a resident and easier for boards.
A Better Experience for Those That Choose Association Living
Always looking to improve the lives of the residents and boards that we serve, we saw a need for additional community residential support services and worked to provide a solution. The added value the associations we manage receive through our Resident Support Services benefit not only the residents but the board members and our property managers as well.
Our Resident Support Services is just one of the many ways we continue to evolve to meet the ever changing needs of our clients. Learn more about our property management services.