24/7 Customer Care Center | Enhancing Service Through Convenience

At FirstService Residential, our mission is to deliver exceptional service and solutions that enhance the value of every property and the lifestyle of every resident in the buildings we manage. One of the many ways we deliver friendly and responsive service is through our Customer Care Center, a call-in resource that provides instant answers and information to unit owners, shareholders and residents – 24 hours a day, 365 days a year. Our unique resource is staffed with specially trained, in-house associates, which means residents can consider them an extension of their management team.

The care center also alleviates an administrative burden from our property managers, giving them more time to focus on the most crucial issues facing our board members and buildings.
  • For existing customers, you can reach our care center at 212.634.8911.
  • If you are a prospective purchaser or renter, you may obtain a board application here.
  • To purchase an offering plan, amendments, certificates of insurance, or lender and appraiser questionnaires, click here.

Our highly trained associates provide residents with immediate answers and timely resolutions.

When a call is received, our customer care specialists spring into action by utilizing FirstService Residential Connect™, our proprietary property management software program containing a comprehensive database of information specific to your property and residents. This knowledge base enables our team to immediately answer the majority of residents’ questions, minimizing the need to leave messages and wait for a return call from the management team.
  • Community Information: Building specific requests and inquiries
  • Apartment Applications: Status updates on unit purchases, sublease/leases and refinance applications
  • Account and Payment Options: Account set-up, balance inquiries, statement requests and maintenance/common charge payment options
  • General Inquiries: Tax abatements, amenities, special assessments, deliveries and more
  • Account Information/Modification: Amenity registration and updates to contact information
  • Emergency Contact: Pre-determined chain of command to alert appropriate parties (resident manager, property manager, senior company leadership, etc.) to emergencies occurring at the property to facilitate a rapid response
  • Work Orders: Work orders to expedite repairs and maintenance
  • Document Requests: Alteration packages, bike and storage room registrations, by-laws, house rules and more
  • Resident Portal: Registration and password resets
In addition to 24/7 live support, we also offer an interactive phone system that allows residents to use their keypad to make payments, get balance information and other details about recent transactions. 

If a resident wishes to speak to a representative in a language other than English, our diverse team is fluent in more than 20 languages.

We also partner with interpreters so that all of our residents can get resolutions to their inquiries. This makes FirstService Residential uniquely equipped to effectively serve the micro-communities that make New York the most diverse region in the world. Our extended language support includes:   
  • Spanish
  • Mandarin
  • Farsi
  • Russian
  • Korean
  • Cantonese
  • Polish
  • French
  • Japanese
  • Vietnamese
  • Punjabi

In an emergency, rapid response is critical.

When there is a global issue at a property – such as a water main break, a special assessment or maintenance increase – the property manager adds a “property note” in Connect with details of the situation and status of resolution. This note pops up immediately in Connect, enabling our customer care specialists to provide callers with the most up to date information. If the property manager is on vacation, a “property note” is added so the representatives are aware of all back-up contacts.

If your apartment floods in the middle of the night, our team will follow your building’s prescribed emergency contact phone tree to ensure all essential parties are notified so that immediate and appropriate action is taken to rectify the matter.

Need to submit a work order on a holiday? Want to know the status of a lease application on a Sunday? Our service-focused team is standing by 24/7 to help.

For existing customers, you can reach our care center at 212.634.8911.