Administrative Assistant - Customer Support

Are you stuck in a stagnant JOB? Are you feeling uninspired by your work? Then you just need to find your why.

Our mission is to bring unity, faith, and compassion to our community. Our mission is why we wake up excited for the challenge of changing an entire industry. It’s why we work 40 hours a week. We come to work to serve thousands of neighbors within the Central Valley.

We strive to enhance the community experience forever, and it all starts with our TEAM.

If what you’re doing isn’t giving you a sense of purpose and you want to join our quest to change an industry, apply today!

About Unity, Inc.:

We are an HOA management company founded in 1979 and rebranded to Unity, Inc. in 2020, owned by Sal Silva.

We have over 40 team members who are 100% dedicated to our mission and making a difference.

We service the entire Central Valley, and our headquarters are in Fresno, CA.

And by the way, we are not stuffy or corporate around here.

Here are some of the perks and benefits at Unity, Inc.,

Paid week off in December to observe the holiday season

A 401(k) match of 4% after 6 months as a team member 

Health, dental, and vision insurance on day 90

One fully paid workweek to volunteer for your favorite charity or nonprofit

Generous PTO and paid sick-time off

We prioritize work-life balance with health and wellness days

It is a calling, and we are on a mission to bring UNITY and FAITH to an entire industry.

The Office Assistant position is a critical part of our mission to deliver exceptional service to all Unity, customers, primarily through our CRM database, face-to-face interaction, and phone by utilizing a variety of software tools. This position is expected to ensure exceptional service standards and maintain a high level of customer satisfaction.

What Winning Looks Like:

• Identify opportunities for process improvements; design and implement new systems.
• Build sustainable relationships of trust, integrity, and respect in line with the company values through open and interactive communication both internally and externally.
• Resolve daily cases and tasks through the CRM database and ensure each request is completed by the end of the day.
• Communicate with homeowners or residents through live chat, telephone, or email in a professional manner and ensure you are the only point of contact.
• Capture any homeowner/resident interaction through the CRM database.
• Identify and assess the needs of homeowners or residents to achieve satisfaction by utilizing knowledge articles to determine and provide accurate solutions.
• Identify and capitalize on ways to connect with and WOW the homeowner or resident.
• Identify cases that require additional action by the community manager and reassign them to the correct manager.
• Create work orders for maintenance requests by routing them to the appropriate community manager for approval of the job or vendor.
• Ensure each homeowner or resident is registered and familiar with their community portal. If not, guide them through the registration process and walk them through completing requests online.
• Follow all communication procedures, guidelines, and policies.
• Perform receptionist duties: greet visitors, and answer and direct phone calls.
• Provide exceptional customer service by responding quickly and courteously to customer inquiries and service requests by taking prompt action to resolve problems and prevent repeat instances.
• Oversee mailing tasks, such as sorting, sending mail, and delivering to the post office.
• Scans in payments and scans in checks for designated operating bank accounts.
• Capture any vendor and homeowner/resident interaction through the CRM database.
• Assist in processing payments for homeowners that walk in and via mail.
• Back up for Customer Support Agents and Office Manager, duties as assigned.

Skills Needed to Win:

• Ability to assume a high level of accountability to execute and achieve results with strong attention to detail.
• Knowledge of leadership techniques
• Ability to organize work and manage time well.
• Ability to work independently and in cooperation with others.
• Ability to develop and maintain positive relationships and resolve conflict with peers, vendors, and all homeowners/residents.
• Excellent customer service skills, including maintaining focus on the customer request/task in a fast-paced environment.
• Ability to write in a style that is both professional and polished.
• Ability to speak professionally and communicate with transparency.
• Ability to adapt to different software and utilize technology quickly is required.
• Proficiency in Microsoft Outlook and Microsoft Word is required.

Minimum Qualifications:

• Current driver’s license

Education and Experience:

• High School Diploma or equivalent required.
• Minimum of two years’ work experience in a supervisory or administrative capacity in property management or hospitality fields. Education in administration that meets the requirements of the position.

Salary:

The range for this role considers a wide range of factors in making compensation decisions, including but not limited to skill sets, experience, training, licensure, certification, and other business and organizational needs. Compensation decisions are based on the facts and circumstances of each case. The current range is a reasonable estimate.

Salary : $18 - $24