Customer Service Representative

FirstService Residential Newport Coast, CA
SUMMARY:

This position is the first point of contact between the residents and FSR staff. This staff member is responsible to support the operations of the Association through customer service, record maintenance, property monitoring/inspections, and policy enforcement. A high level of customer service and communication skills should be exhibited in all endeavors.

PRINCIPAL PERFORMANCE REQUIREMENTS

Principal performance requirements include the following and other duties may be assigned:

* Responsible for all front desk operations including but not limited to telephone, email, clerical activities, interfacing with residents, and other duties as assigned

* Answer customer service calls/emails from residents and provide assistance and follow up as appropriate

* Understand community guidelines and refer to governing document resources

* Conduct regular facility inspections for cleanliness and safety

* Input, distribute and update work orders

* Collect work order/project proposals as assigned by Manager

* Inspect office and community room for maintenance concerns and cleanliness

* Conduct resident verification

* Consistent use and maintenance of FSR Connect system (resident database, community calendars, community website, work order and violation tools, task logs, etc.)

* Issue pool keys and maintain resident access databases

* Coordination of resident facility rentals including application processing, event setup, monitoring, inspections, and deposit handling

* Accept and process revenue (from facility rentals, access device purchases, parking permits, etc.)

* Collection of required materials related to resident architectural modification applications

* Input and coordinate vehicle safelists and parking permits

* Keep all filing current and maintain well-organized files.

* Assist owners with general assessment billing questions, payment options, and ClickPay setup

* Management office supply inventory and monthly supply orders

* Assist in the implementation of all Association and FSR sponsored community events or meetings as needed

* Maintain lost and found depository

* Maintain receipt log for Maintenance crew and General Manager purchase card

* Receive and log all association payments to vendors

* Issue mass communication to residents or owners as directed by Management

* Meet with Management on a regular basis to discuss Board projects or procedural updates

* Handle all functions outlined in the procedural manual

* Provide general administrative support to Management or perform other general office duties

* Must work effectively with co-workers, customers and other by sharing ideas in a constructive and positive manner; listening to and objectively considering ideas and suggestions from other; keeping commitments; keeping other informed of work progress, timetables, and issues; addressing problems and issues constructively to find mutually acceptable and practical business solutions; addressing others by name, title or other respectful identifier, and; respecting the diversity of our workforce in actions, words and deeds.

QUALIFICATIONS:

To perform this job successfully, the individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

* Must be knowledgeable and adept with Microsoft Outlook, Word, and Excel

* Must have administrative background and be able to demonstrate organizational skills and the ability to prioritize tasks

* Demonstrates effective oral and written communication skills

* Must be able to independently answer and place telephone calls

* Must be able to communicate clearly and effectively via email

* Must be able to handle multiple tasks concurrently

* Must be able to meet deadlines

* Ability to think and work independently and as part of a team; works effectively with co-workers

* Must have excellent customer service skills

* Must exhibit professionalism, including professional attire and demeanor at all times

HOURS:

This is a full-time position. The Bluffs office and front desk is open 8am-5pm, Monday through Friday. The ability to work nights, weekends, and holidays may be required.

EDUCATION and/or EXPERIENCE

College degree desirable.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

* Must be able to lift 25 lbs.

* Must be able to sit for extended periods of time.

* Must have finger dexterity for typing/using a keyboard.

* Must have verbal ability to effectively communicate.

* Must have writing ability to formulate effective correspondence necessary to perform the job.

* Must have use of vehicle, possess current drivers license and state mandated vehicle insurance with FirstService Residential listed as certificate holder.

* Must be able to hear in order to receive telephone calls and voice mail messages.

* Must be mobile in order to move around office and complete facility and community walkthroughs

WORK ENVIRONMENT:

The work environment characteristics are normal office conditions at an onsite community location. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Occasional overtime may be required.

Consistent and regular attendance required.