Customer Service Representative / CSR (PTX6326)

RealManage is a dynamic, technology-driven HOA management company that values professionalism and dedication. The Customer Service Representative will provide support to resolve clients’ questions, ensuring exceptional customer service through prompt and accurate responses.

Responsibilities:

• Provide telephone and email support to all of VCM’s incoming calls and requests
• Verify or collect email address and phone number – add to HOA database
• Take notes while on telephone to provide specific call details in HOA database on homeowner account
• Utilize Additional Info in HOA software (Vantaca) to resolve inquiry through to completion
• If Additional Info in HOA software (Vantaca) is missing, escalate to Client Services Coordinator who will send RVP, COO and Owner(s) an email titled ‘Additional Info Missing for client resolution – Immediate Response Required’
• Each RTM then would submit item that required ‘knowledge escalation’ to Client Services Coordinator at the end of every business day for ‘weekly wrap up’ training
• Screen caller and resolve inquiry by:
• Identifying neighborhood
• Specific owner/address
• Identifying department specific concern
• Identifying whether the call is an escalation
• A caller may be escalated to another department only if issue is related to:
• Angry Board Member
• Angry caller that expressly requests to speak to a department manager
• Caller is in legal status – delinquency, violation or another lawsuit type
• Caller is threatening legal action
• Caller is using violent language or is threatening violence
• Caller has an emergency – drowning in pool, vehicle damage to neighborhood, water/irrigation leak
• Caller must be routed to emergency services (hospital, fire, police, code compliance animal control, welfare health/life check
• If in an escalation, department manager is unavailable - take and relay messages in a timely fashion and audit through inquiry completion
• Endeavor to leave every caller as a happy homeowner. Ideally, a happy homeowner phone call with an educated CST member would last 10-15 minutes
• Provide coverage and support for various departments (e.g., administrative, accounting, operations, customer service) as assigned
• Perform data entry, filing, and recordkeeping to maintain organized and up-to-date documentation
• Assist with email correspondence, phone calls, and general inquiries
• Support team members with special projects or daily operational needs
• Learn and follow department-specific procedures to ensure consistency and accuracy
• Maintain confidentiality and handle sensitive information with discretion
• Communicate effectively with managers and staff to prioritize and complete assigned duties
• Identify opportunities to improve efficiency and recommend process enhancements
• Participate in special projects or company initiatives
• Collaborate with managers and staff to identify coverage priorities
• Plus other work-related tasks as needed

Requirements:

• Provides support to resolve clients' questions by no later than the end of the next business day
• The preference would be same day resolution whenever possible
• If a team member does not have immediate knowledge for specific problem resolution, the goal of the customer service team member would be to reach out to the appropriate department head (manager) who can provide answer
• The customer service team member would then submit specific inquiries where assistance was needed to the Client Services Coordinator for the ‘weekly wrap up' training
• The overall goal for the client services representative would be to have firsthand knowledge for future resolution(s) of 90-95% of all company inquiries
• Our expectation would be that all inquirers receive exceptional customer service through professional, thorough, polite and accurate responses, prompt response times and best in class knowledge
• Provide telephone and email support to all of VCM's incoming calls and requests
• Verify or collect email address and phone number – add to HOA database
• Take notes while on telephone to provide specific call details in HOA database on homeowner account
• Utilize Additional Info in HOA software (Vantaca) to resolve inquiry through to completion
• If Additional Info in HOA software (Vantaca) is missing, escalate to Client Services Coordinator who will send RVP, COO and Owner(s) an email titled ‘Additional Info Missing for client resolution – Immediate Response Required'
• Each RTM then would submit item that required ‘knowledge escalation' to Client Services Coordinator at the end of every business day for ‘weekly wrap up' training
• Screen caller and resolve inquiry by identifying neighborhood, specific owner/address, identifying department specific concern, and identifying whether the call is an escalation
• A caller may be escalated to another department only if issue is related to: Angry Board Member, Angry caller that expressly requests to speak to a department manager, Caller is in legal status – delinquency, violation or another lawsuit type, Caller is threatening legal action, Caller is using violent language or is threatening violence, Caller has an emergency – drowning in pool, vehicle damage to neighborhood, water/irrigation leak, Caller must be routed to emergency services (hospital, fire, police, code compliance animal control, welfare health/life check)
• If in an escalation, department manager is unavailable - take and relay messages in a timely fashion and audit through inquiry completion
• Endeavor to leave every caller as a happy homeowner. Ideally, a happy homeowner phone call with an educated CST member would last 10-15 minutes
• Provide coverage and support for various departments (e.g., administrative, accounting, operations, customer service) as assigned
• Perform data entry, filing, and recordkeeping to maintain organized and up-to-date documentation
• Assist with email correspondence, phone calls, and general inquiries
• Support team members with special projects or daily operational needs
• Learn and follow department-specific procedures to ensure consistency and accuracy
• Maintain confidentiality and handle sensitive information with discretion
• Communicate effectively with managers and staff to prioritize and complete assigned duties
• Identify opportunities to improve efficiency and recommend process enhancements
• Participate in special projects or company initiatives
• Collaborate with managers and staff to identify coverage priorities
• Plus other work-related tasks as needed