Customer Experience Liaison

4 weeks ago


Corona, California, United States The Management Trust Full time
Customer Experience Specialist

The Management Trust is a community association management company that prioritizes building and maintaining a community through integrity, trust, experience, and support. We are seeking a Customer Experience Specialist to support our accounts receivable, collections, and escrow efforts while adhering to regulatory compliance requirements.

Key Responsibilities:
  • Provide quality customer service and handle a heavy volume of phone calls
  • Maintain call quality and productivity measurements while ensuring a positive, problem-solving approach
  • Research requested information using available resources to provide first-person resolution
  • Log correspondence, including telephone and written communication, in our software platform
  • Review homeowner accounts and process adjustments
  • Research missing or misapplied payments
  • Respond to action items and web inquiries
  • Update address changes and related contact information in our database
  • Assist homeowners with online account access, resetting passwords, online payments, and paperless billing
  • Deliver an exceptional customer experience
  • Provide various administrative support
Requirements:
  • High School Diploma (or equivalent); Associate's Degree preferred
  • Customer Service skills, generally with 1-2 years of experience
  • Patient and empathetic attitude
  • Solid knowledge of Microsoft Outlook, Excel, and Word
  • Conflict resolution skills
  • Ability to meet deadlines and address time-sensitive issues
  • Excellent written and verbal communication
  • Ability to provide high-level customer service with astute attention to detail and organization
  • Must be a team player
  • Willing to learn Company process and procedures, and learn/use proprietary software
  • Adaptable and dependable with a solid attendance record
  • Professional and respectful demeanor with all internal and external customers at all times


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