Ace Your FirstService Residential Interview: The Top 27 Questions and Winning Answers

FirstService Residential is North America’s leading residential property management company With over 8,500 properties under management, they have high standards when hiring for roles ranging from community managers to accountants.

If you have an upcoming FirstService Residential interview, solid preparation is key. While their questions will vary by role, certain themes around customer service, communication, and problem-solving are consistent.

This guide reveals 27 of the most common FirstService Residential interview questions along with sample answers to help you craft winning responses that land you the job

Why Prepare for FirstService Residential Interview Questions?

Before diving into the specific questions, let’s look at why preparation is invaluable for your FirstService Residential interview:

• It shows commitment – Thoroughly researching the company and role demonstrates your strong interest in joining FirstService Residential. Hiring managers look for this.

• You’ll display important skills – FirstService Residential’s questions are designed to evaluate skills like customer focus, multitasking, and analytical thinking which are vital for success in their fast-paced, client-driven environment.

• You’ll feel more confident – Knowing how to handle their most frequent questions allows you to feel more self-assured and less anxious in the hot seat. Confidence goes a long way.

In short, preparation leads to better responses which lead to making a winning impression and landing the job. So let’s get you prepped!

27 Common FirstService Residential Interview Questions and Answers

Here are 27 of the top questions candidates report being asked in FirstService Residential interviews along with examples of strong answers:

1. Why do you want to work for FirstService Residential?

This is a very common opening question to gauge your genuine interest and motivations for joining the company. Demonstrate you’ve done your research.

Sample Answer: I’m very drawn to FirstService Residential’s position as an industry leader renowned for exceptional service quality. Having managed commercial properties in the past, I’m eager to now apply my skills in a more residential-focused role. What especially appeals to me is FirstService’s commitment to community – both enriching residents’ lives and fostering a positive environment for employees. I feel my values align well with the company’s mission.

2. What experience do you have with HOAs and Strata management?

For client-facing roles like Community Manager, experience dealing with Homeowner Associations (HOAs) and Stratas is highly valued. Elaborate on your background in this area.

Sample Answer: In my current role as a Property Manager, I work closely with multiple HOAs and Strata councils. I’m experienced with attending council meetings, resolving community issues, and ensuring adherence to HOA policies. I also have expertise with collecting Strata fees, maintaining documents, and keeping owners updated through newsletters and websites. I’m confident this experience has fully prepared me to liaise effectively with HOAs and Stratas as a Community Manager with FirstService Residential.

3. How would you handle an angry resident complaining about a maintenance issue?

Providing exceptional service in the face of upset clients is key for FirstService Residential. This question evaluates your diplomacy and customer service skills.

Sample Answer: When facing an angry resident, I would first listen attentively to understand their full perspective and validate their frustration. I’d then apologize sincerely for the issue and assure them I will address it promptly. If I couldn’t immediately resolve the problem, I would take ownership and provide frequent status updates until the issue is fully resolved. Throughout the process, I would maintain a patient, understanding tone. My priority would be turning an unhappy resident into a satisfied one.

4. Tell me about a time you had to quickly adjust your priorities to meet changing demands.

The ability to multitask, adapt, and re-prioritize is crucial given FirstService Residential’s dynamic environment. Share an example that highlights these skills.

Sample Answer: In my last role, we were planning a major site renovation when suddenly leadership asked us to organize an urgent company-wide training session that same week. This meant completely changing tracks. I immediately jumped into action, redirecting my team to contact the venue, speakers, and participants for the training session which normally would have taken weeks to plan. By quickly re-prioritizing and multitasking, we pulled off a highly successful event within a few days’ notice. It was a great example of the team’s flexibility.

5. Describe a time you went above and beyond expectations to resolve a customer service issue.

FirstService Residential expects employees to do whatever it takes to ensure satisfied clients. Share an example that demonstrates your dedication.

Sample Answer: When managing an office building, we had a tenant who was upset about repetitive plumbing issues. While our engineers worked to find a permanent solution, I knew the tenant was still facing disruption. I decided to have a gift basket and apology note sent to let them know we valued their business. This small gesture went a long way. The tenant was very appreciative and it improved our working relationship. I’m always willing to go the extra mile like that to keep clients happy.

6. Tell me about a time you successfully motivated your team.

Many FirstService Residential roles involve inspiring and rallying teams. Share a story that shows your motivational leadership abilities.

Sample Answer: As a Community Manager, my team was struggling to collect nearly $50k in late HOA fees from homeowners. Morale was low after multiple unsuccessful attempts. I could tell they needed encouragement. I emphasized that together we could develop a solution and made it a team effort. We brainstormed and created a new outreach plan that worked very effectively, ultimately collecting 80% of the late fees. My team was invigorated to see our persistence pay off. It demonstrated how motivating a shared purpose can yield great results.

7. Describe a time you successfully persuaded someone to see things your way at work.

Persuasion and negotiation skills are highly valued by FirstService Residential. Share an example that demonstrates your ability to influence others.

Sample Answer: During a building renovation project I managed, the owner was reluctant to install more energy-efficient HVAC systems due to the upfront cost. Through data analysis, I built a strong case for how the upgrade would pay for itself in under 3 years through energy savings. I presented this using ROI statistics and comparisons to convince the owner. My persuasive proposal worked and they approved the HVAC upgrade. This situation exemplifies my ability to make strong, data-driven arguments to persuade key stakeholders.

8. Tell me about a challenging client situation you faced. How did you handle it?

Difficult clients are par for the course in property management. This question tests how you respond under conflict.

Sample Answer: As a Property Manager, I once dealt with a board member who frequently tried to overstep their authority and undermine decisions. To resolve this issue, I set up a meeting with the board president and member in question. We established clear guidelines on roles and responsibilities. Although the board member was upset at first, they ultimately understood that protocol was necessary for effective operations. By directly but diplomatically confronting the situation, we reached a mutual understanding.

9. How do you typically build rapport with new clients?

Developing trust with new clients quickly is crucial. Share your approach for establishing strong connections.

Sample Answer: When onboarding a new client, I schedule an introductory call to understand their priorities, goals and preferred communication style. This builds an initial rapport. I then ensure I deliver value right away whether it’s resolving an issue or sharing ideas to help them meet objectives. Checking in regularly to answer questions also helps strengthen the relationship. My focus is being responsive and showing I have their best interests in mind. This consistently establishes trust and rapport with new clients.

10. Tell me about a time you successfully led a team through a difficult transition.

This behavioral question reveals your change management abilities as a leader – an essential skill within FirstService Residential’s evolving industry.

Sample Answer: When my team moved to a new property management system, change was difficult. People were used to the old system. I met with my team often to discuss benefits of the new system and address concerns transparently. I also ensured thorough training so they felt fully supported. As issues surfaced, I worked closely with staff to resolve them quickly. My hands-on leadership eased fears. Within a few months my team was excelling with the new system and productivity rose by over 20%. It was a great example of driving successful organizational change through communication and empowerment.

11. Describe a time when you successfully persuaded a team member to do something they were reluctant about.

Persuading reluctant team members is an inevitable leadership challenge. Demonstrate how you influence and motivate.

Sample Answer: I once had a staff member who was hesitant to take over coordination of community events because they lacked confidence. I felt this would help their professional growth. Through encouragement and outlining how their skills fit the role, I persuaded them to take it on. I assured I would provide coaching and be available to guide them. They agreed to try and ended up excelling in the role. My persuasive and supportive approach turned reluctance into willingness, benefiting the employee’s growth and community engagement.

12. Tell me about a time you failed.