Senior Client Experience Associate
About the role
Keystone Pacific Property Management, LLC is a prestigious community management firm headquartered in Irvine, CA, with offices throughout Northern and Southern California, Colorado, and Idaho. Since 1982, we have led the way in providing superior customer care for our clients in planned-unit developments, condos, mixed-use, commercial, new project developments, large-scale onsite communities, and master-planned community associations. We have an excellent opportunity for an experienced Senior Client Experience Associate to join our amazing environment with an opportunity for continuous growth and development. The Senior CX Associate is responsible for attending to the needs of the client by performing exceptional customer service for the Client Experience Center (CXC). The Senior CX Associate provides telephone coverage, responds to customer service requests, and completes administrative duties. Provides support in at least three trained skills the CX Specialist supports (e.g., General Community, Compliance, Front Desk, Architectural and Billing).
Responsibilities
- Responds to routine customer services requests (phone, email, chat) in a timely manner for assigned skills
- Initiates service requests per procedures and enters information in appropriate system(s), e.g. CCaaS (Contact Center as a Service) and HOA management software
- Follows up on assigned interactions
- Completes assigned administrative duties
- Suggests updates of knowledge content
- Practices and adheres to Keystone’s Core Values, Mission, and Vision
- Any additional job duties as required by the supervisor
Requirements
- Must possess a valid Driver’s License and maintain a clean DMV record
- Must have reliable transportation and the ability to drive to and from communities
- 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
- Demonstrate effective verbal and