Client Experience Associate

Summary

The CX Associate is responsible for attending to the needs of the client by performing exceptional customer service for the Client Experience Center (CXC). Provides telephone coverage, responds to customer service requests, and completes administrative duties. Provides support in at least one trained skill the CX Associate supports (e.g., General Community, Architectural, Escrow, or Billing).

Why Join Keystone?

Keystone is a company dedicated to empowering our team members to improve people’s lives beyond expectations. We set ourselves apart by providing an excellent level of service to our team members and clients. As a member of our team, your talents will be nurtured and your contributions will be supported in a value-based environment that fosters the type of professional quality our customers have come to rely upon.

What We Offer

• Competitive Salary
• Work-Life Balance
• Opportunities for career growth
• Training and mentorship from successful leaders in the HOA industry
• Cell Phone Stipend
• Mileage Reimbursement
• Medical, Dental, and Vision insurance
• Flexible Spending Account
• Pet Insurance
• Employer Paid Basic Life/AD&D Insurance
• Voluntary Life and Short-Term Disability Insurance
• Free Employee Assistance Program
• 401(k) Retirement plan with Company Match
• Financial and Health/Wellness Education
• Bereavement and Mandated Leave of Absence
• Applicable Paid Time Off (PTO)
• 12 Paid Holidays (Floating Holiday/Half Days/Early office closure before certain major holidays)

Requirements

• Schedule Monday - Friday from 8:00 am - 5:00 pm
• Essential Job Duties And Responsibilities
• Respond to routine customer service requests (phone, email, chat) in a timely manner for assigned skills.
• Performance of administrative duties.
• Initiates service requests per procedures and enters information in appropriate system(s), e.g. CCaaS and HOA management software.
• Follows up on assigned interactions.
• Completes assigned administrative duties.
• Suggests updates to knowledge content.
• Execute compliance letters at the request of the Manager.
• Aid team members with the preparation and execution of required annual mailings.
• Transcribe and type documents and letters as required.
• Maintain keys, gate openers, parking permits, clubhouse rental applications, etc.
• Update and generate all required association and management reports.
• Practices and adheres to Keystone’s Core Values, Mission, and Vision.
• Any additional job duties as required by the supervisor.

Qualification Requirements

• Excellent customer service skills.
• Ability to respond in an urgent manner, close the loop, and be an ambassador for the company.
• Ability to work under tight deadlines and consistently meet deadlines.
• Exhibit professionalism and demeanor at all times.
• Ability to manage challenging client interactions in an effective manner.
• Demonstrate effective verbal and written communication and listening skills.
• Demonstrate strong problem-solving abilities.
• Must be proficient with computer programs, including Word, Outlook, and Excel.
• Demonstrate organizational skills and ability to independently prioritize daily workload.
• Must work effectively with co-workers and clients.
• Excellent interpersonal skills.
• Verifiable references.
• Able to pass a background check.

Education And/or Experience

• 1-2 years of experience working in a Customer Service role.
• Bachelor’s Degree preferred.
• High School Diploma or GED required.

Work Environment

• The work environment and physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of the job.
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
• Exhibit professionalism, professional attire, and demeanor at all times.
• Ability to drive to communities.
• Ability to sit, stand, and operate business equipment.
• Typical office environment with low-level noise exposure.