Client Services Associate

1 week ago

Laguna Woods, California, United States Village Management Services, Inc Full time
Job Overview

POSITION SUMMARY:

Under guidance, responds to resident and organizational inquiries for assistance via phone and in-person; gathers all pertinent information to determine urgency, service type, etc.; inputs data into the computer system; coordinates all internal residential tasks to ensure resident satisfaction; engages in all Customer Service-related initiatives; and performs associated duties as necessary. This role involves frequent telephone and personal interactions with residents, often in challenging and demanding circumstances. Significant interdepartmental communication is typical for this position.

KEY RESPONSIBILITIES:

Regularly takes on responsibilities of the Customer Services Dispatch office. Manages incoming requests, logs, and promptly dispatches all urgent work requests to field personnel; oversees the batching and printing of service tickets; prepares service tickets for timely and systematic distribution to work centers; coordinates requests for DigAlert; and monitors and reviews service tickets for precision.

Handles a high volume of telephone inquiries and resident service requests, by soliciting relevant information; assesses priority and type of request and schedules internal work to meet resident expectations; inputs collected data into the computer system; prepares appliance replacement cost estimates and contracts; and conducts miscellaneous resident supply sales.

Determines when to refer appliances under warranty to GE; updates telephone number changes in the computer system; creates and closes prepaid resale service requests; contacts utility providers to report outages; and enters and finalizes service requests in the computer system.

As directed, coordinates the activities of the Customer Services Representatives (CSR 1); assists in the training of new employees; mentors Customer Services Representatives regarding policies, procedures, and service etiquette; and reports emerging issues requiring immediate attention to the Customer Services Supervisor or Manager.

Regular attendance is mandatory. All responsibilities are carried out on-site for the Community.

DESIRABLE QUALIFICATIONS:

High school graduation and substantial experience in customer service, particularly with extensive phone interaction, or an equivalent combination of education and experience that yields the following:

  • Understanding of the occupational hazards and safety measures relevant to the role.
  • Familiarity with computer systems and applicable software applications.
  • Knowledge of the practices, systems, and procedures of modern office equipment.
  • Ability to operate standard office machinery and equipment.
  • Capability to address a wide range of public inquiries both by phone and in person.
  • Skill in making quick and accurate decisions.
  • Proficiency in utilizing computer data to plan and schedule tasks.
  • Ability to learn the operations, rules, and regulations of VMS and Mutuals as they pertain to the role.
  • Effective communication skills to interact pleasantly with residents from diverse backgrounds.
  • Capacity to maintain positive working relationships with colleagues and the public, managing public relations challenges courteously and tactfully.
  • Aptitude for transforming negative situations into positive outcomes while remaining calm and pleasant.
  • Ability to empathize with the needs and concerns of senior citizens.

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