Please direct your responses to: karen@themanorassn.com
SUMMARY:
The CSA (Client Services Agent) is the primary hub at The Manor Association where the client minute-to-minute workflow is initiated and resolved. Working alongside CMs (Community Manager) and other key staff, the CSA´s primary focus is ensuring that Client requests are captured and resolved in a timely manner by answering incoming calls to take work orders, answer inquiries and questions, handle complaints, troubleshoot problems and provide appropriate information to all parties involved.
Primary business contacts will consist of Boards of Directors, Homeowners, Tenants, on-site Property Managers and Vendors - Service and Repairs.
ESSENTIAL DUTIES AND RESPONSIBILITIES
• Answer calls appropriately and professionally. Determine the nature of the call and determines the appropriate escalation.
• Open a work order in the Jenark system in real time by inputting all required information and documentation of the incident, ensuring date, contact information.
• Assume ownership for every Level 1 incident received including work order creation, dispatch to appropriate vendor, follow up with customer, follow up with vendor, closing work order when work is completed and verification of customer satisfaction.
• Escalate incidents to the appropriate property management team immediately.
• Maintain ownership of the incident until either the ACM or CM acknowledges receipt and understanding of the incident.
• Data entry and maintenance of customer/potential customer data bases.
• Maintain records of telephonic interactions, orders and accounts.
• Other administrative duties, as assigned.
QUALIFICATIONS:
The ideal candidate(s) will possess the following:
Competencies & Experience
• 1 year relevant Customer Service, Call Center (minimum 5-10 call line) experience. Property management, real estate and/or construction industries preferred but not required.
• Superior communication skills (oral and written). Must be able to confidently service incoming requests and maintain open dialog between Client, staff, Board members, vendors, etc.
• Must have Project Management and coordination skills for small projects. Project/task coordination, planning, prioritization and scheduling.
• Excellent and accurate data entry skills required.
• High energy level, yet, overall, must possess a pleasant, friendly and professional demeanor/style with the willingness to cultivate long-term customer relations.
• Knowledge of call center telephony and technology, an added plus.
Attributes
• Ability to multi-task and work well under pressure.
• Ability to function effectively in a high paced environment.
• Analytical with exceptional attention to detail.
• Problem Solving - Identify and resolve client problems in a timely manner. Gather, analyze information and develop creative solutions.
• Works well in group problem solving situations.
• Ability to stay calm and objective when dealing with emotional customers.
• Initiative - Self-starter; willing to go the extra step to support the team. Volunteers readily. Seeks increased responsibilities.
• Works well independently and as a team member.
• Has a customer-centric attitude.
• Ability to accurately report summaries of customer problems to management and other departments.
• Ability to define, implement, document and status special projects.
• Must be responsible, dependable, accurate and organized.
• Ability to work well with difficult people.
• Able to handle all levels of complaints and rationalize the situation to research best possible solution.
PHYSICAL DEMANDS
• Must occasionally be able to lift and/or move up to 10 pounds.
• Position may require a combination of sitting, talking, walking and communicating.
• Frequent repetitive motion on tasks, i.e. answering phones, data entry, stapling, typing, filing, etc.
• Must have reliable transportation
EDUCATION:
Associate of Arts/Sciences degree preferred.
CERTIFICATIONS OR LICENSES
Valid California Driver´s license
TECHNICAL SKILLS:
Proficient in MS-Office Suite, use of internet capabilities, internal office equipment (phone, fax, copier), etc. required.
Please send your resume to: Karen@themanorassn.com
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