Customer Service Representative (JFL2023-4794)

RealManage is a national Inc. 5000 firm with clients and operations in 17 states from California to Florida and from Texas to Illinois that delivers services to homeowners’ associations (HOAs), condominium associations, cooperatives, luxury high-rises, municipal utility districts, and master-planned communities. RealManage also serves nationally recognized developer/builder clients.

As one of the largest (#4 out of 5,000+ firms) and fastest-growing companies in the community management industry, RealManage offers exceptional solutions provided at competitive prices with the best people, best practices, and best technology of cloud-based and mobile apps. The RealManage mission is to provide comprehensive and innovative solutions; exceed the expectations of our customers; provide visibility and transparency in all that we do for our clients who place their trust in us; measure our performance and improve at the fastest rate possible; create a work environment that encourages professionalism, growth, and diversity; and grow a financially strong organization which will enable us to provide industry leading innovations apart from our competition.

RealManage is a values-based company with the following values as our guiding principles

• Integrity we always do the right thing.
• Respect for our customers, employees and company; mutual respect is the cornerstone for every RealManage relationship.
• Selflessness more than teamwork; we are part of something special and much larger than any of us.
• Personal Relationships we are a professional services company; people do business with people they like.
• Always Improving never satisfied, always learning and always growing; one is either getting worse or getting better...never staying the same. At RealManage, we are always getting better.

Provide customer service to Homeowners regarding account information requests and maintain updated account information via phone, email, and chat.

Duties and Responsibilities

• Review and resolve customer complaints.
• Communicate with customers via phone, email, and chat.
• Provide knowledgeable answers to questions about homeowner accounts and associations.
• Submit Work Order requests.
• Assist Homeowners in navigating our website.
• Work with internal departments to meet homeowner’s needs.
• Assist with incoming and outgoing phone calls.
• Assist Customer Care call center as a subject matter expert.
• Prepare and process correspondence.
• Research homeowner accounts
• Plus other work related tasks as needed

Key Competencies

• Energetic and positive attitude
• Good conflict resolution skills and ability to react professionally to a diverse range of complex problems and potentially frustrating customer issues
• Strong multi-tasking skills
• Detail oriented with problem solving abilities
• Ability to work well with others in a team approach
• Punctual and strong work ethic is a must.
• Computer skills to include an excellent working knowledge of Microsoft Office Suite (Word, Excel, Power Point, Outlook) along with ability to adapt to internal ERP systems (SAP custom programming)
• Exhibit excellent communication and organizational skills
• Possess professional phone manner and presence
• Ability to use independent judgment to act responsibly and professionally in all interactions.
• Customer service focus
• Flexibility
• Presentation skills
• Stress tolerance

Required Skills/Abilities

• Proficiency in Customer Service systems
• Proficiency in MS Office applications
• Knowledge in the Community Association industry & State Statutes
• Bi-lingual – Spanish Speaking Preferred
• Good organizational and verbal skills.
• Computer skills including basic knowledge of MS Office programs including Outlook, Word, and Excel.
• Reliable Transportation

Benefits - full benefits offered