What are the responsibilities and job description for the Resident Services Advisor position at Community Association Management, Limited?
General Purpose
Reporting to the Resident Services Manager, the Resident Services Advisor uses their knowledge of company
products, services, and policies to effectively communicate with residents within our managed communities. As the
main point of contact for our communities’ residents, the Resident Services Advisor is responsible for the prompt
and courteous answering of inquiries via phone, chat, email and driving the customer experience.
Essential Duties and Responsibilities
• Answers all customer correspondence in a courteous and efficient manner.
• Research/resolve customer’s problems which may require the review of account statements, creating work
orders, setting up payment plans, waiving late fees and fines, and reviewing violations.
• Documents all homeowner interactions.
• Assists homeowners with technical inquiries (i.e., resetting passwords, finding documents and registrations
on the Homeowners Association websites).
• Provides guidance on how homeowners may make payments via mail, online or in person.
• Assists closing attorneys with internal closing processes.
• Open support tickets for inquiries requiring additional information or follow-up.
• Other duties as assigned.
Qualifications/Requirements:
• A minimum of one year of customer service experience in an office environment is required.
• Property management / HOA, legal, or real-estate background preferred.
• Strong written and verbal communication skills to include the ability to actively listen.
• Ability to manage and de-escalate challenging phone calls.
• Excellent attention to detail.
• Comfortable working in multiple systems simultaneously.
• Ability to multi-task, set priorities and manage time effectively.
• Strong problem-solving skills.
• Highly organized.
• Excellent typing skills.
Salary : $17 - $19
