Call Center team members are responsible for answering a high volume of incoming calls, emails, and chat inquiries regarding community association accounts. Time management, strong verbal and written communication skills, and a diligent work ethic are required.

Position Responsibilities:

• Answer inbound calls (average 30-50 per day)
• Complete and return calls/voicemails
• Professional telephone etiquette
• Accurately complete call summary notations
• Provide Company website education and troubleshoot
• Provide support and guidance to each caller, added value
• Complete tasks such as copying, mailing, scanning, and filing
• Generate documents
• Process document uploads to imaging management software
• Communicate with customers and staff via telephone, and email which requires multi-tasking skills
• Ability to communicate with Leadership and peers via Microsoft TEAMS application
• Defuse and deescalate irate customers
• Research required using available resources and knowledge
• Access, verify, and update customer information
• Problem solving and critical thinking
• Identify customers need (s) and resolve
• Payment research
• Strong active listening skills

Desired Skills:

• Bilingual (preferred)
• Previous experience using online chat for customer service (preferred)
• Closing/Title Experience (preferred)
• Results driven
• Enthusiastic
• Strong customer service, communication, and interpersonal skills
• Excellent organization skills
• Ability to work independently and in a group setting
• Ability to meet stringent deadlines
• Ability to work with sensitive information and maintain confidentiality
• Ability to work with multiple monitors

Computer Skills:

• Proficient and working knowledge of Microsoft Office (Word, Excel, and Outlook)
• Converting and extracting documents
• Experience in association software such as Caliber (preferred but not required)

Minimum Requirements:

2 - 3 years administrative or call center experience