Customer Service Associate

The Community Assistant is responsible for assisting customers with any troubles or inquiries that they might have. Often, Customer Service Associates help customers over the phone or via email, but they may also deal with customers in person. A Community Assistant must possess a service-oriented attitude, as well as a friendly and personable attitude.

• Act as the first point of contact for customers visiting the office when needed.
• Act as the first point of contact by phone and email daily.
• Use conflict resolution techniques to resolve customer issues.
• Coordinate with customers to resolve any billing inquiries.
• Act as the first point of contact for customers seeking help with web portal access, payment

options, architectural applications, document requests, violation reporting, violation
responses and or technical issues. Provide troubleshooting and technical assistance to
customers.

• Assess the customer's needs and translate them into solutions.
• Update homeowner and association information in Caliber, N drive and community admin

sheet.

• Track and disseminate violation letters for the enforcement process per the community

governing documents from the manager, board and site inspector. Organize hearing notices
in advance of scheduled meeting dates with copies provided to the manager. For meetings
with several hearing notices provide a report of the units called to a hearing to the manager
prior to the meeting. Send hearing result letters and submit fine requests to accounting cc
manager.

• Responsible for saving and archiving all association files (past and present) which includes

bids, contracts, owner file information, insurance documents, etc.

• Create and follow up on all work orders, utilize vetted HOA vendors, and communicate

to obtain a schedule or date of visit to make repairs. Request insurance and a W-9 form is
required. Provide vendors invoice submission directions. Enter all work orders into Caliber
and close upon completion.

• Request that an action list from the manager be provided after board meetings to

understand the tasks required and when they are due.

• Prepare and update violation report, maintenance report and assigned action item updates

to manager at least seven days before manager’s board meeting.

• Process print jobs, mailing requests, scanning and faxing as general office support when

needed

• Consistent ADP time clock in and out daily from work location.
• Request vacation time off two weeks prior and coordinate community assistant coverage.

• Ability to interpret verbal and/or written instructions at a proficient level.
• Proficiency in Microsoft Office products (Word, Excel, Outlook, etc.) at a proficient level.
• Ability to maintain confidentiality and discretion in the performance of all duties and

responsibilities.

• Ability to self-motivate, be proactive, be detail-oriented, and successfully function as part of

a team.

• Ability to keep workspaces organized and maintained. Alerts Community Manager of low

supplies and assists in supply stocking and distribution.

• Partner with multiple stakeholders, for example, community managers, vendors, peers, and

clients.

• Knowledge of company policies, procedures, and forms.
• Must be able to prioritize, manage time, and meet deadlines.
• Must be able to work effectively with others in person and in a group setting.
• Must be able to communicate effectively and professionally on the phone, by email, and in

person.

• Must be able to operate general office equipment (copier, fax, phone systems, etc.).
• Professional Customer Service skills
• High School Diploma or GED Required
• At least one year of directly related or closely related experience