Customer Experience Specialist

The Management Trust

Position Title: Customer Experience Specialist

Location: Corona, CA

Reporting To: Division Vice President Collections and Escrow

Status: Non-Exempt, Full-Time

Salary: DOE

DIRECT LINK TO APPLY: https://www.appone.com/MainInfoReq.asp?RID=3735750

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

Return voicemails in a timely manner

Maintain call quality and productivity measurements while ensuring a positive, problem-solving 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 1-2 years of experience

Patient and empathetic attitude

Solid knowledge of Microsoft Outlook, Excel, and Word

Conflict resolution skills

Ability to meet deadlines and address time-sensitive issues

Excellent written and verbal communication

Ability to provide high-level 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.

DIRECT LINK TO APPLY: https://www.appone.com/MainInfoReq.asp?RID=3735750