Customer Experience Liaison
4 weeks ago
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
- 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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