Description

Job description:   The Customer Support Associate is the first point of contact for customer needs, and most critical role in the quality of experience for clients, partners, and team members. This person will provide customer support and assist with onboarding new customers.

You will work closely with our customer support leader, onboarding team, and accounting team on service delivery; and independently on routine customer support workflow.   

Responsibilities: Provide a responsive and helpful experience to our clients;

fulfill customer support through our online management platform;

provide education and training on our service and industry to improve customer experience;

identify opportunities for service improvement and develop systems to improve customer experience;

tenaciously track internal follow up to ensure every client request is fully resolved.

These are routine duties of this role:  

Provide a responsive and helpful experience to our clients;

Respond to customer support requests through an online platform and email, and phone;

Guide and support clients to resources and answers to account questions, information access, and accessing customer portal;

Fulfillment of recurring support services, such as regulatory filings, registrations, and account transfers;

Route customer support requests to appropriate team members;

Use AI tools to improve customer experience and reduce workload;

Identify areas of need for customers and directing them to resources and help;

Track customer support follow up for quality;

Train new customers on platform features;

Collect documents and information necessary for account setup and upload information into management software;

Coordinate information delivery to our software, banking, and bookkeeping partners.

Requirements

Experience/education: Minimum 2 years HOA management experience required; minimum Bachelor’s degree. Strongly preferred experience with Vantaca or other HOA virtual customer support software technology.

Qualities:  Our ideal team member has a collaborative manner, and is reliable and accountable to commitments; has a strong sense of responsibility for outcomes, and takes full ownership of client issues to leave no request unresolved; and has experience working independently in a clearly organized process. 

Patience, helpfulness, and kindness are required.

 Skills/Requirements: Written and verbal communication skills for phone, email, and virtual meeting required. Confidence with learning and managing business software is essential. Ability to work cooperatively and adapt to customer and team priorities.

Virtual work requires a dedicated work space and a professional presentation for virtual meetings and communication. Required experience with Vantaca or other HOA management software.