Community Support Representative

Position Overview:

We are seeking Community Support Representatives for full-time remote positions that provide ongoing customer support services for an HOA Management company based in the United States.

Job Description as Community Support Representative:

1. Act as First Line of Communication for Inbound/Outbound Resident Calls
-Using appropriate greeting including keys words of “how may I assist you”.
-Every Attempt will be Made to Resolve Issue without Escalating to CAM (Referencing software notes and resident files to resolve concerns.)
-Noting calls in Management Software
-Create tickets as needed.

2. Act as the First Line of Communication for CST Action Items
-Every Attempt will be Made to Resolve Issue without Escalating (Referencing software notes and resident files to resolve concerns.)
-Noting action items with actions taken.
-Return calls as needed.
-Will not close out action items until all answers are given.

3. Verify and update contact information in Management software.
-Explain to residents this is our many sources of communication to keep them informed of upcoming community items.

4. Effective and Personal Communication with Residents:
-Respond to All Resident Promptly
-Return Missed/Unanswered Calls Same Day
-Timely Answer to Phone Calls
-Proactive Conflict Resolution
-Ensure ALL Notes, Attachments, etc. are Up to Date in Management Software

5. Monitor Key/Access Codes Check In/Check Out for Homeowners Daily
-New Homeowners (Activate)
-Coordinating Keys for Site Visits, etc.
-Monitor all key/card/fob software
-Activate/Deactivate Keys
-Issue/Mailout New Keys and Coordinate with New Homeowners
-Work with cam when gate fails

6.Facilitate Rental/Reservations of Association Amenities
-Create and Monitor Reservation on Each Association’s Calendar (when applicable)
-Collect Payments and Give to ARS
-File Necessary Rental Forms
-Oversee Keys, Access Cards, etc. Needed by Residents

7. Back Up to post office if Needed
-Check mail and pick up certified
-Process mail per departments and scanned to each user
-Ensure checks are put into accounting box.
-Ensure checks are given to property management division

8. Return Mail Processing
-Update address and note in Vantaca any Return Mail Coming to Office
-Complete Southdata Return mail spreadsheet as needed

9. Attend all company and department assigned meetings
-Cross training with other department to grow knowledge of the interworking of the company.

10. All other job duties as assigned by supervisor.

Qualifications:
Minimum three years' experience in Customer Service, or Call Center industry.
Problem solving skills.
Excellent listening and restating.
Strong oral and written communication.
Attention to detail; Customer focused.
Intermediate computer experience (Microsoft Office and Windows platform)
Ability to work 40 hours a week following US time zones

PERKS:
Full-time regular employment after 5 months of a probationary period
- HMO
- 13th month pay
- VL and SL leave credits
- Statutory benefits following PH Labor laws
- Fully remote role

Language: English (Preferred)
Work Location: Remote
Job Type: Full-time
Pay: Php30,000.00 - Php35,000.00 per month

Benefits:
Health insurance
Opportunities for promotion
Work from home

Schedule:
8 hour shift
Monday to Friday
Night shift

Supplemental Pay: 13th month salary

If interested, you may submit an application using this link: tinyurl.com/Prime-Application-Link (copy and paste the link into your browser if it's unclickable) and expect an email from our Recruitment team for the next steps! Make sure to indicate the position you're applying for.

Thank you and looking forward to hearing from you.