Client Services Agent

About The Manor Association

Since 1973, The Manor Association has been a recognized leader in residential and commercial property management for the San Francisco Bay Area. Specializing in the management of planned communities, condominiums and town homes, we have an unparalleled record of tenure in assisting multi-family associations.

The CSA (Client Services Agent) is the primary hub where the client minute-to-minute workflow is initiated and resolved. Working alongside CMs (Community Manager) and other key staff, the CSA’s primary focus is ensuring that Client requests are captured and resolved in a timely manner by answering incoming calls to take work orders, answering inquiries and questions, handling complaints, troubleshooting problems and providing appropriate information to all parties involved. Primary business contacts will consist of Boards of Directors, Homeowners, Tenants, on-site Property Managers and Vendors - Service and Repairs.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Answer calls appropriately and professionally. Determine the nature of the call and determines the appropriate escalation.
• Open a work order in the Jenark system in real time by inputting all required information and documentation of the incident, ensuring date, contact information.
• Assume ownership for every Level 1 incident received including work order creation, dispatch to appropriate vendor, follow up with customer, follow up with vendor, closing work order when work is completed and verification of customer satisfaction.
• Escalate incidents to the appropriate property management team immediately.
• Maintain ownership of the incident until either the Assistant CM or CM acknowledges receipt and understanding of the incident.
• Data entry and maintenance of customer/potential customer databases.
• Maintain records of telephonic interactions, orders and accounts.
• Other administrative duties, as assigned.

The ideal candidate will possess the following:

• Associate's degree with at least 1 year of experience in a Customer Service or Call Center (minimum 5-10 call line) environment. Property management, real estate and/or construction industries preferred.
• Superior communication skills (oral and written) with the ability to confidently service incoming requests and maintain an open dialog between client, staff, Board members, vendors, etc.
• Proficient in MS-Office Suite, internet use, and internal office equipment (phone, fax, copier), required. Excellent and accurate data entry skills required.
• Must have Project Management and coordination skills for small projects. Project/task coordination, planning, prioritization and scheduling.
• Must possess a pleasant, friendly and professional demeanor/style with the willingness to cultivate long-term customer relations.
• Ability to multi-task and work well under pressure in a high-paced environment.
• Analytical with exceptional attention to detail.
• Demonstrated problem solving skills - identify and resolve client problems in a timely manner. Gather, analyze information and develop creative solutions.
• Self-starter; willing to go the extra step to support the team.
• Possess a customer-centric attitude.
• Ability to accurately report summaries of customer problems to management and other departments.
• Must be responsible, dependable, accurate and organized.

PHYSICAL DEMANDS:

• Must occasionally be able to lift and/or move up to 10 pounds.
• Position may require a combination of sitting, talking, walking and communicating.
• Frequent repetitive motion on tasks, i.e. answering phones, data entry, stapling, typing, filing, etc.
• Must have reliable transportation and valid California Driver's license.

The Manor Association, Inc. is proud to be an Equal Opportunity Employer.