Customer Service Associate

2 weeks ago

San Francisco, United States Associa Full time

Job Description

The Community Assistant is responsible for assisting customers with any troubles or inquiries that they might have. Often, customer service associates help customers over the phone or via email, but they may also deal with customers in person. A Community Assistant must possess a service-oriented attitude, as well as a friendly and personable attitude. •Act as the first point of contact for customers visiting the office when needed. •Act as the first point of contact by phone and email daily. •Use conflict resolution techniques to resolve customer issues. •Coordinate with customers to resolve any billing inquiries. •Act as the first point of contact for customers seeking help with web portal access, payment options, architectural applications, document requests, violation reporting, violation responses and or technical issues. Provide troubleshooting and technical assistance to customers. •Assess the customer's needs and translate them into solutions. •Update homeowner and association information in Caliber, N drive and community admin sheet. •Track and disseminate violation letters for the enforcement process per the community governing documents from the manager, board and site inspector. Organize hearing notices in advance of scheduled meeting dates with copies provided to the manager. For meetings with several hearing notices provide a report of the units called to a hearing to the manager prior to the meeting. Send hearing result letters and submit fine requests to accounting cc manager. •Responsible for saving and archiving all association files (past and present) which includes bids, contracts, owner file information, insurance documents, etc. •Create and follow up on all work orders, utilize vetted HOA vendors, and communicate to obtain a schedule or date of visit to make repairs. Request insurance and a W-9 form is required. Provide vendors invoice submission directions. Enter all work orders into Caliber and close upon completion. •Request that an action list from the manager be provided after board meetings to understand the tasks required and when they are due. •Prepare and update violation report, maintenance report and assigned action item updates to manager at least seven days before manager's board meeting. •Process print jobs, mailing requests, scanning and faxing as general office support when needed •Consistent ADP time clock in and out daily from work location. •Request vacation time off two weeks prior and coordinate community assistant coverage.

Requirements

Knowledge and Skills

•Ability to interpret verbal and/or written instructions at a proficient level. •Proficiency in Microsoft Office products (Word, Excel, Outlook, etc.) at a proficient level. •Ability to maintain confidentiality and discretion in the performance of all duties and responsibilities. •Ability to self-motivate, be proactive, be detail-oriented, and successfully function as part of a team. •Ability to keep workspaces organized and maintained. Alerts Community Manager of low supplies and assists in supply stocking and distribution. •Partner with multiple stakeholders, for example, community managers, vendors, peers, and clients. •Knowledge of company policies, procedures, and forms. •Must be able to prioritize, manage time, and meet deadlines. •Must be able to work effectively with others in person and in a group setting. •Must be able to communicate effectively and professionally on the phone, by email, and in person. •Must be able to operate general office equipment (copier, fax, phone systems, etc.). •Professional customer service skills •High School Diploma or GED Required •At least one year of directly related or closely related experience

Office Conditions

•Typical office environment - hybrid remote and in-office based on performance. *Subject to change •Frequent social interaction

Company Description

With more than 300 branch offices across North America, Associa is building the future of community for more than 7.5 million residents worldwide. Our 15,000+ team members lead the industry with unrivaled education, expertise, and trailblazing innovation. For more than 45 years, Associa has brought positive impact and meaningful value to communities. To learn more, visit

www.associaonline.com . #J-18808-Ljbffr

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