What are the responsibilities and job description for the HOA Communications Associate position at Castle Group?
Overview
Schedule: This will be a M-F 9am-5pm job. The role may require some weekend availability when the program launches. Full time with vacation.
Rate of pay: 14-15.50
The HOA Communications Attendant is responsible for the professional, effective, and efficient handling of all residents’ requests and needs upon entering the community or building.
The HOA Communications Attendant provides exemplary service consistent with the Castle Group's values and mission. They perform all responsibilities while demonstrating outstanding customer service skills as a representative of Castle Royal Service.
This attendant will be responsible for working with a team to call each of our owners, property managers, and vendors to discuss the new vehicle check in information, and to review the rules and regulations of the community. Once these calls have been completed, the direction of the role will be to field calls and answer questions regarding checking into the community. Additionally, the team member will work hand in hand with the gate house team to utilize the guest check in programs and assist with guest arrivals.
The Call Center Representative will play a key role in enhancing communication within the Windsor at Westside community. This position involves making outbound calls to homeowners to inform them about new gate entry policies, updating contact information, and serving as a liaison between the homeowners and property management.Responsibilities
Responsibilities
- Make outbound calls to homeowners to communicate new gate entry policies.
- Update and maintain owner and property manager contact information in the CRM system.
- Utilize CRM software to track and manage calls, ensuring accurate records of interactions.
- Act as a primary point of contact for homeowners, addressing any questions or concerns regarding community policies.
- Collaborate with property management to ensure consistent and accurate communication with the community.
- Provide feedback on homeowner interactions to improve future communication efforts.
- Maintain a friendly and professional demeanor while interacting with homeowners.
- Greets residents/guests upon entry, and respond to requests, questions, and any other needs.
- Documents issues or transactions as needed.
- Develop an understanding of Association policies and requirements.
- Develop an understanding of the appropriate department/person to support when an escalation for resolution is needed.
- Develop knowledge of surrounding areas and attractions.
- Answers phones promptly, with an ability to answer questions and requests while understanding support resources when needed.
- Tracks activity logs and incident reports, records, and forms for the Property Manager’s daily review.
- Escalates concerns and issues to the Property Manager for immediate resolution when necessary.
- Monitors Emergency Response System and responds in a timely and efficient manner.
- Monitors and controls Electronic Security Control Systems if applicable.
- Ensures all safety precautions and procedures are followed while performing duties.
- Logging all packages and tracking them until pick-up by or delivery to the resident, when applicable.
- Dependent on shift, maybe required to handle overnight activities.
- Other duties and responsibilities as assigned.
Qualifications
Qualifications 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 ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Education and Experience- High school diploma or equivalency required.
- 1 years of administrative or hospitality experience preferred.
- High school diploma or equivalent; further education in communications or related field is a plus.
- Previous experience in a call center or customer service role preferred.
- Strong verbal communication skills with a friendly and approachable tone.
- Proficient in using CRM software and Microsoft Office Suite.
- Ability to multitask and manage time effectively.
- Attention to detail and strong organizational skills.
- Effective written and verbal communication skills.
- Excellent customer service skills including strong conflict resolution and de-escalation techniques.
- Intermediate command of computer hardware/software, specifically Microsoft Office Suite.
- Excellent organizational skills and attention to detail.
- Ability to prioritize tasks.
- Ability to act with integrity, professionalism, and confidentiality.
- Multiple language fluency is desirable but not necessary.
- Excellent listening and communication skills.
- Problem-solving abilities to address homeowner inquiries.
- Strong interpersonal skills to build rapport with homeowners.
- Ability to work independently and as part of a team.
- Able to work under pressure, maintain composure, and utilize good judgment during emergency/difficult and stressful situations.
- Ability to lift 30lbs. following appropriate safety procedures.
- Ability to:
- Work in an upright standing position for long periods.
- Walk and climb stairs.
- Easily navigate the property/building as required to meet the job functions.
- Extensive use of fingers for typing and visual use of the computer monitor.
- Handle, grasp, and feel objects and equipment.
- Reach with hands and arms.
- Repeat various motions with wrists, hands, and fingers.
- Ability to hear, understand, and respond appropriately to verbal requests made in person and over the telephone.
- Ability to respond verbally in an understandable, professional manner in person and over the telephone.
- Ability to stoop and bend.
