The right support for your community

What does the right support look like for your community? 

Every community we serve has unique needs. Meaning the support from one community to another will always look a little bit different.

However, at FirstService Residential, we believe the foundation for what the right support looks like is the people.

From on-site staff acting as the face of your property management comany, to the heart of house employees working behind the scenes to keep your community running smoothly, we put the properly trained people in the right positions to provide your community with unrivaled support. 

Hospitality-minded on-site staff

Our on-site associates – whether it’s a front-desk associate in a high-rise condominium or a hospitality manager in a master-planned community – are trained to be that listening ear, that friendly face, and that helping hand.

Depending on the size and complexity of your community, the makeup of your on-site staff will differ. What won’t change is the training your on-site staff receive to ensure they enhance the resident experience and bring value to your property.

On-site roles may include: 

• On-site general manager
• Assistant manager
• Front-desk associate
• Lifestyle director
• Events coordinator

Behind the scenes support

When you partner with FirstService Residential for your property management, the success of your community isn’t left in the hands of one individual. Your property manager is backed by a team of experts and while the people that support your manager off-site may not be seen, the support they provide can certainly be felt.

From regional directors to administrative and accounting teams, there are several industry experts and professionals working to ensure the smooth day-to-day operations of your community.

Community support roles include:

• Assistant manager
• Regional director
• Vice president
• Controller
• Client accounting manager
• Billing coordinator
• Accounting analyst

Customer service with a human touch

At FirstService Residential, we combine advanced technology with personalized support to ensure residents receive the best experience possible. While we leverage innovative tools, we never lose sight of the importance of human connection in community management.

When your community is managed by FirstService Residential, you have multiple ways to get answers to important questions about day-to-day living. Whether you prefer quick digital solutions or speaking with a knowledgeable associate, we’ve got you covered.

Key communication tools:

• HODA (Homeowner Digital Assistant)

  • Available 24/7 via text for instant answers.
  • Provides quick access to:
    • Community bylaws
    • Account information
    • General FAQs

• RSS (Resident Support Services)

  • A team of local experts who understand your community’s unique needs.
  • Focused on resident-facing inquiries, offering personalized guidance and empathetic communication for complex issues.
  • Works closely with internal teams to resolve requests and ensure residents feel heard and supported.

• CSS (Customer Service Specialists)

  • Dedicated professionals who provide administrative support to portfolio managers.
  • Handles tasks like mass communications, violation letters, and Connect updates—freeing managers to focus on strategic priorities.
  • Ensures operational efficiency behind the scenes while maintaining clear, accurate responses for residents.

• FirstService Residential Connect

  • A secure online portal for residents.
  • Enables easy access to account details, documents, and community updates anytime, anywhere.

“I help to ensure clear and empathetic communication by taking the time to listen to the resident and fully understanding the request or the issue that's being presented. I'll repeat questions back to the resident to ensure that I really understand what's going on and that way they know that I'm actively listening to them.”  - Hunter Armstrong, RSS Team Lead

Learn how RSS makes a difference from Tikia Mosley, RSS team lead. Watch the video. 

Further support through our affiliates

As a client of FirstService Residential, your community has access to an even larger network of experts in finance, energy, and more through our company affiliates.

Acting as trusted energy advisors, FirstService Energy offers customized and cost-effective solutions to boost efficiency and reduce energy consumption and costs, helping find communities important savings.

Additionally, with access to FirstService Financial, communities can benefit from a team of financial professionals that provide a full range of cash management, community insurance, and lending services.