Customer Experience Specialist - Corona, United States - The Management Trust

The Management Trust

Verified Company

Corona, United States

2 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

The Management Trust

Position Title:
Customer Experience Specialist

Location:
Corona, CA

Reporting To:
Customer Experience Manager

Status:
Non-Exempt, Full-Time

Salary:
$18.00 -$21.00/hour

COMPANY PROFILE:

The Management Trust is a community association management company. We believe that building and maintaining a community takes more than just hammers and nails. It takes integrity, trust, experience, and support. Our success is based on the belief that effective management anticipates our clients? needs, not merely reacts to them.

We are a company of creative and committed individuals driven by grand aspirations and are proud to be the only 100% employee-owned community management firm in the nation.

Our Employee Owners are encouraged to actively participate in growing our business by helping define best practices every day. It is in this spirit that we encourage you to explore this opportunity to join The Management Trust team.

EMPLOYEE OWNER POSITION PURPOSE:

The Customer Experience Specialist is responsible for supporting our accounts receivable, collections, and escrow efforts while adhering to Civil Code, Case Law, Association policies, FDCPA guidelines, and other regulatory compliance requirements.

Key areas of focus include providing quality customer service and handling a heavy volume of phone calls. This position plays a key role in the daily experience and wellbeing of our clients and fellow employee-owners.

JOB DUTIES AND RESPONSIBILITIES:

Handle a heavy volume of incoming calls
Maintain call quality and productivity measurements while ensuring a positive, problemsolving approach
Research requested information using available resources to provide first person resolution
Log correspondence, including telephone and written communication, in our software platform
Review homeowner accounts and process adjustments
Research missing or misapplied payments
Respond to action items and web inquiries
Update address changes and related contact information in our database
Assist homeowners with online account access, resetting passwords, online payments, and paperless billing
Deliver an exceptional customer experience
Provide various administrative support
Other duties and special projects as assigned

QUALIFICATIONS:

High School Diploma (or equivalent); Associate?s Degree preferred
Customer Service skills, generally with 12 years of experience
Patient and empathetic attitude
Solid knowledge of Microsoft Outlook, Excel, and Word
Conflict resolution skills
Ability to meet deadlines and address timesensitive issues
Excellent written and verbal communication
Ability to provide highlevel customer service with astute attention to detail and organization
Must be a team player
Willing to learn Company process and procedures, and learn/use proprietary software
Adaptable and dependable with a solid attendance record
Professional and respectful demeanor with all internal and external customers at all times

ESSENTIAL FUNCTIONS:

Use standard office equipment, including: computer, phone, copier/scanner, etc.
Be stationary or in motion for periods of time
Relocate up to (25) pounds

SUPERVISES OTHERS? IF SO, LIST:

None

SCHEDULE & TRAVEL:

Monday-Friday from approx.

8:00 am-5:00 pm

This position may require occasional long hours to meet business needs
The Management Trust is an Equal Opportunity employer. We celebrate and support diversity._
We reserve the right to modify this job description at any time based on business need._