Customer Service Representative

The Customer Service Representative performs a variety of duties related to a broad range of clerical and administrative tasks, performs requisite in-house duties to support timely updates for accounting, establishes and maintains files, demonstrates proficiency with office equipment and software, maintains current updates of community and membership database information and address changes, exercises judgment and discretion as liaison between the Community Association Managers and members, and prepares special reports as requested. The Customer Service Representative will report to the Managing Director.

Essential Duties and Responsibilities:

• Serve as the primary point of contact for front office operations, including office equipment upkeep, vendor coordination, and supply inventory management.
• Support general office organization and day to day front desk functions to help ensure smooth office operations.
• Warmly greet and provide general assistance to all visitors to the office.
• Maintains positive and professional communication with each owner to create, enhance and promote a friendly interaction between owners and staff.
• Ensures that the telephone is answered properly, and messages are handled courteously, accurately and within 24 hours.
• Monitors, logs, and screens messages, providing managers with necessary details for follow-through.
• Update and maintain paper and electronic records.
• Provides new residents with the necessary paperwork and information on being a resident in the community and gaining access to any applicable amenities.
• Maintains, updates, and coordinates resident information for the Association’s databases.
• Responsible for the maintenance and accuracy of internal system databases in tandem with the Excel Community Management Team.
• Process and distribute all incoming mail, including scanning documents to digital files, sorting mail into physical mailboxes, and managing returned mail.
• Process pool cards/gate remote requests, for communities where this is managed at the company office level.
• Assist with all resident correspondence with regards to violations, request for community forms, general payment questions, ACC requests, reservation details, etc.
• Set up files for new associations as assigned and maintain association files per standard office procedures.
• Build and foster positive relationships with residents to ensure a high level of service, timely and complete resolution of resident concerns, good communications, and continuous improvement in services for the community.
• Attend monthly Staff and training meetings as required.
• Conduct business at all times with the highest standards of personal, professional and ethical conduct.
• Displays exceptional ability to analyze and deal with a variety of situations that otherwise could be potential problems.
• Completes assigned action items accurately and in a timely manner.
• All other duties as assigned by the supervisor.

Knowledge, Skills, Abilities, and Other Qualifications:

• Must possess personal values that are in alignment with those of the company: Compassion, Integrity, Customer Service, and Culture.
• Knowledge of rules and regulations of assigned community.
• Skill in attention to detail.
• Skill in organization and analytics.
• Skill in delivering excellent customer service.
• Ability to effectively communicate both verbally and in writing.
• Ability to work in a fast-paced environment.
• Ability to prioritize and handle multiple assignments.
• Ability to utilize different computer software.
• Ability to perform duties with limited supervision.

Education and Experience:

• High School diploma or equivalent.
• Associate's degree or equivalent from two-year college preferred.
• Minimum two years related experience preferred.

Performance Standards:

• Demonstrate excellent organizational skills with the ability to prioritize and work effectively on multiple tasks in a fast-paced, demanding environment.
• Demonstrated ability to make decisions, lead people and manage resources.
• Focused on communication and interaction with various personalities and on problem solving.
• Be dependable/reliable and follow through on commitments, producing timely work, and pitching in to get the job completed.
• Be attentive to detail and monitoring adherence to Company standards.
• Great customer service and organizational aptitude.

Working Environment: This position operates in a lobby professional office setting and requires usage of some office equipment.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

This position is largely sedentary and may require constant sitting with occasional standing/walking.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

This description is intended to be sufficient to identify the job level and to illustrate the types of duties that may be required. It shall not be interpreted to describe all duties the incumbent may be required to perform.

Excel Management Group, LLC d.b.a. Excel Community Management is proud to be an Equal Employment Opportunity employer. We do not discriminate based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, veteran status, or any other applicable legally protected characteristics.