24-Hour Friendly and Responsive Service

Our service promise includes ensuring every homeowner, resident and Board member has a positive service experience at all times. As part of this commitment, we have established 24/7 Customer Care, a convenient call-in resource providing your residents with immediate answers and information any time, day or night. 

When residents call, our service-trained 24/7 Customer Care specialists access complete information about their community through our proprietary FirstService Residential Connect™ association management system. Residents can ask questions about a variety of topics, including community specific information about rules and regulations, along with information relating to their account, work orders, violations, etc.

This instant ability to provide requested information or resolve issues has helped our 24/7 Customer Care achieve high approval ratings from callers at the immediate point of contact.  In fact, our 24/7 Customer Care satisfaction ranking from users after the first call is substantially higher than the industry average for initial customer satisfaction.

FirstService Residential's 24/7 Customer Care achieves the following average performance metrics:

  • 75% first call resolution rate

  • 80% of calls answered within 45 seconds

  • Abandon call rate of 7% or less

  • Average call handling time of 5-6 minutes

  • Customer email inquiries responded to within 24 hours

Learn more about how FirstService Residential’s 24/7 Customer Care can make a difference for your residents and community.

Additional services

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