Customer Service Coordinator

Job Summary /Overview The SCA Community Service Coordinator’s (CSC) main responsibility is to establish world-class customer service for On Top of the World residents. The CSC must be outgoing, self-confident, enthusiastic, and motivated with an understanding of human behavior and possess conflict resolution and problem-solving skills. The CSC must have the ability to work independently and within a team environment.

Essential Duties and Responsibilities The following statements detail the primary functions of this position and its scope of responsibility but should not be considered an all-inclusive listing of work requirements. This position may intermittently be assigned to the Community Service Office or to an office area ividuals may perform other duties as assigned, including work in other functional areas to cover absences or relief, to equalize peak work periods or otherwise to balance workload.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Interact with residents via telephone, email, and in-person showing exemplary customer service at all times.

Respond to voice mail or email messages with appropriate course of action in a timely manner.

Provide accurate information in response to inquiries regarding community rules, modifications, work orders, activity cards, ownership transfer and lease inquiries plus other miscellaneous questions.

Effectively handle, resolve, or forward resident issues to the appropriate party in accordance with established procedures.

Review/research records for all Activity or Access Card requests prior to issuing or renewing any card including obtaining proper identification documents from requestor.

Generate service tickets or emergency tickets in a timely manner.

Handle resident processes and matters in accordance with company guidelines.

Retrieve and record requests for water service to include turn-on, turn-off, or emergencies.

Assist with inquiries of lost and found items.

Provide back-up coverage for the Good Karma Café as needed.

Sort and distribute mail to the appropriate persons/departments each day.

Sell stamps, maintain inventory, and alert the manager to restock. Accept outgoing mail and packages with prepaid postage. DO NOT accept any UPS or Fed Ex packages.

Maintain supply of all packets for modifications, insurance information, association documents, or any other documents requested by residents and make or request copies when needed.

Assist with requests for certificate of insurance, Wind Mitigation Forms, Milestone Inspection Summaries/Reports, and Structural Integrity Reserve Study Reports.

Handle all types of payments—cash, checks, and cards—using the Point of Sale (POS) system making sure every transaction is accurate and recorded correctly.

Update all spreadsheets, forms and generate reports as needed. Read/respond to emails in a timely manner. Keep Association and SCA Rules open during the shift for easy  addition to the responsibilities described above, the role may include such other responsibilities and duties as assigned from time to time, based upon needs or requirements.

Perform other duties as assigned.

Responsible for compliance to company policies and directives.

Professional manner, discretion, and appearance are required.

Report any incident or accident immediately to the safety department and your manager.

Immediately inform your manager of any unusual incidents or issues (disputes or altercations between residents, guests, or employees, police presence, suspicious behavior, etc.)Punctuality and attendance are significant job reliabilities of this position.

Must maintain a clean and orderly work environment.

May be required to work a flexible schedule.

Flexibility and…