Job description – Customer Service Associate

**Must live in the state of Texas for employment.

This position assists homeowners, escrow companies, realtors and REO institutions via telephone and e-mail. You will provide feedback to Community Management staff, as well as assist residents regarding unit and community information.

This position is a work from home role; however, all employees must reside in the state of Texas.

Job Responsibilities

• Take inbound/outbound calls from homeowners, prospective homeowners, realtors, and REO institutions
• Respond to customer and client inquiries in a timely manner
• Provide customers with service information and submit work orders as appropriate
• Coordinate with CM's and Associates regarding unit and community information.
• Work closely with fellow Customer Service Associates and managers
• Research required information using available resources and knowledge base
• Verify and update customer information

Open availability required for Customer Care Center hours

• Monday – Saturday 10:00 AM – 6:30 PM CST (8-hour shifts)
• Off every Sunday and 1 designated weekday (2 days off per week)

Pre-employment Training (Paid)

• 4 Weeks Monday – Friday
• 9:00 AM – 5:30 PM CST

Equipment That is Required to have and Specifications Needed

• No Chromebooks*
• Installed Manufactured Memory -8GB of Ram or higher
• Windows 10, Mac OS X Mojave (10.14) or newer
• Processor -2 GHZ or higher
• USB A port enabled
• Consistent internet connection – Meeting download and upload speeds always -LTE, 5G. Satellite Services not supported.
• Min 20Mbps download speeds, Min 5Mbps upload speed
• Hard Wired Connection (Ethernet Cord)
• Have an ergonomic/comfortable seating to allow sitting for long periods of time
• It is important to have a quiet space to work while speaking with customers

Additional Duties and Responsibilities

• Practice and adhere to FirstService Residential Global Service Standards
• Conduct business at all times with the highest standards of personal, professional and ethical conduct
• Perform or assist with any operations as required to maintain workflow and to meet schedules
• Follow all policies and Standard Operating Procedures as instructed by Management
• Adhere to WFH equipment requirements

Education and Experience

• High School diploma or equivalency preferred
• Must possess strong customer service background
• Bilingual in English and Spanish preferred

Knowledge, Skills and Proficiencies

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.

• Active listening, verbal, and written communication skills
• Problem solving/analysis
• Typing speed minimum of 25 wpm
• Works well independently and in team environments