Customer Service Manager

Job Description

Salary: $50,000 - $65,000

The Customer Service Manager (CSM) reports to and is under the general supervision of the General Manager and/or

Assistant General Manager. The CSM compiles and analyses all owner and resident imput that includes their concerns,

complaints and suggestions. The CSM uses this information to prepare reports to the Board on how the Association can

improve service levels to all owners/residents. CSM works closely with the CFMA’s Administrative Assistant to maintain

a current file of all owners and residents who live on property and another list of all owners who live off property. The

CSM will use this information to set up a comprehensive data base that can be used to keep all owners and residents

informed on current events. The CSM oversees placement of information on bulletin boards and elevator lobbies. The

CSM job requires the exercise of discretion and independent judgment. This is a full-time management position and is

exempt from over-time and requires flexible work hours including some evening and weekend work.

Duties include but are not limited to:

• Assist GM or AGM with the processing of any new residents or residents who are leaving property.
• Assist GM or AGM by managing any scheduled maintenance to all residents for full participation.
• Assist GM or AGM with the preparation and distribution of the monthly CCV2 newsletter.
• Assist GM or AGM by managing the preventative maintenance calendars and schedules, and keeping all
  
  

vendor contact information current.

• Assist GM or AGM with all training and educational programs conducted on property or the CFMA.
• Assist GM or AGM by directing and coordinating watch personnel duties to ensure residents, guests, vendors
  
  

and contractors and moving personnel follow all house rules.

• Assist GM or AGM by managing of all incident reports and ensures open incident reports are resolved properly.
• Assist GM or AGM to provide management services to residents.
• Assist GM or AGM with timely response to emergencies on property during and after-hours.
• Maintains filing system and retrieves information as requested from records, emails, minutes, etc.
• Answers incoming phone calls and responds to inquiries.
• Perform other duties as assigned.
  
  

Requirements

Knowledge and Skills:

• Knowledge competence on house rules, bylaws and declaration for residential condominium Association.
• Knowledge competence on how to use a computer and its software to complete job requirements.
• Experienced at coordinating in-person and remote educational and training programs.
• Has competent written, verbal and interpersonal communication skills.
• Possesses competent ability to work well with residents, Owners, other employees, vendors and guest.
• Possesses competent skills to deescalate conflicts.
  
  

Education and Experience:

• Maintains a valid Hawaii driver’s license.
• High School Diploma or GED Required.
• Associate Degree Preferred.
• 1 - 3 years of work directly related to or closely related work experience.
• Experience, skilled and experience with Microsoft and/or Apple computers and other office equipment.
• Experience organizing educational, training and social activity programs.
• Experience with software programs to improve information and messages to residents and Owners.
  
  

Travel Requirements:

• Job may include some work related travel.
• Job may require working remotely.
  
  

Working Conditions:

• Typical office environment as well as working in and walking between residential buildings, commone
  
  

element parking structure, and common area landscaping.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully

perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with

Disabilities To Perform The Essential Job Functions.

While performing the duties of this job, the employee is regularly required to stand, walk and sit, and to reach

above shoulders with hands and arms, and walk up and down stairs in order to work on common elements of

property; use hands and fingers to input data, to be proficient in Microsoft Office Suite products; and talk or hear

in order to gather and provide information on Association processes. The employee is often required to sit in

order to prepare reports and correspondence.

Environmental Demands:

Work is performed in a climate-controlled office without exposure to adverse environmental conditions such as

dirt, dust, pollen, orders, wetness, humidity, rain, fumes, temperature and noise extremes, machinery, vibrations,

electric currents, traffic hazards, toxic agents, violence, disease, or pathogenic substances.

Job may also involve working in an outdoor setting, and may include exposure to the following conditions such

as; dirt, dust, pollen, odors, wetness, humidity, rain, fumes, extreme temperatures and noise extremes, machinery

noises, vibrations, electric currents, traffic hazards, toxic agents, violence, disease, or pathogenic substances.

When exposed to hazards or risk, employees are required to follow safety precautions and wear protective gear.

The information on this Job Description is designed to indicate the general nature and level of work performed

by employees within this pay grade. It is not designed to contain or be interpreted as a comprehensive inventory

of all duties, responsibilities, and qualifications required of the employee assigned to perform the job. The AOAO

Country Club Village Phase 2 is an Equal Opportunity Employer.

Job duties and responsibilities can change with or without notice. Management has the right to add, to revise, or

delete information in this description.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.