Residential Customer Service Liaison

7 days ago


Phoenix, Arizona, United States City Property Management Full time
Job Overview

City Property Management is a leader in full-service HOA management, providing exceptional community experiences through innovative technology and a dedicated team. As a Customer Care Specialist, you will play a crucial role in delivering outstanding customer service, ensuring homeowner satisfaction, and contributing to the company's mission to provide the best experience in community management.

Responsibilities

The ideal candidate will be responsible for:
  • Managing high volumes of incoming calls on a multi-line telephone system and providing exceptional first-call resolution for homeowner inquiries.
  • Responding to homeowner inquiries via phone and email, communicating effectively to resolve complaints and account-related issues, and gathering accurate information when transferring calls to management team members.
  • Processing access device requests within 24 business hours, including device setup, fob and access card programming, handling pickup or USPS mail requests, and troubleshooting as needed.
  • Assisting homeowners with ACH (auto-debit) application processes, check-by-phone payments, online account creation and management, password resets, and account access verification.
  • Maintaining accurate records and documentation, processing incoming mail daily, covering front desk duties during lunch breaks, checking and distributing general voicemail messages daily, and handling additional tasks assigned by management.

Requirements

To succeed in this role, you will need:
  • Outstanding customer service experience, excellent verbal and written communication skills, strong computer proficiency, and a minimum typing speed of 40 WPM.
  • Ability to maintain confidential information, detail-oriented with strong organizational skills, professional phone etiquette, ability to work under supervision, meet deadlines, and maintain a reliable attendance record.
  • Previous customer service experience in a high-volume environment, strong problem-solving abilities, patience, and empathy in challenging situations, and an ability to maintain composure under pressure.

Benefits

Candidates can expect a competitive salary range of $18 - $20 per hour, comprehensive insurance, health savings account, paid time off, paid federal holidays, flexible schedule, employee assistance program, employee referral program, and opportunities for growth in the HOA industry.

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