Customer Care​/Administrative Specialist; MAZ

Company Overview

Real Manage is a prominent national firm recognized on the Inc. 5000 list, operating across 16 states + Washington DC and serving a diverse array of clients including homeowners’ associations (HOAs), condominium associations, cooperatives, luxury high-rises, municipal utility districts, and master-planned communities. Our client base also includes nationally renowned developer and builder clients. Ranked among the top firms in the community management industry (#3 out of 5,000+), Real Manage distinguishes itself by delivering exceptional solutions at competitive prices.

We leverage cutting-edge cloud-based technologies and mobile apps, supported by industry-leading practices and a highly skilled workforce. Our mission at Real Manage is to offer comprehensive and innovative solutions that consistently surpass customer expectations. We prioritize transparency and visibility in all client interactions, continuously measuring our performance to achieve rapid improvement. We foster a workplace culture that promotes professionalism, encourages growth, and embraces diversity.

By maintaining financial strength and focusing on continual innovation, we aim to lead the industry with pioneering advancements. Join Real Manage and contribute to a company dedicated to excellence, innovation, and delivering unparalleled service in community management.

This position is primarily responsible for general accounting customer service activities as well as a soft collection approach in locating and contacting customers with delinquent accounts to secure payments by performing the following duties.

Core duties and responsibilities include the following. Other duties may be assigned.

• Effectively and professionally communicate with team members and managers.
• Provide a high level of customer service in all dealings with our clients.
• Enter detailed notes regarding all communications in community database.
• Update and ensure correct customer contact information.
• Read, analyze and explain account ledgers to the customer.
• Sort and file all collection and customer service correspondence.
• Review active accounts to determine required collection activity.
• Mail form letters to customers to encourage payment of delinquent amounts.
• Skip trace delinquent customers to find correct phone, e-mail or address information.
• Communicate with customer by telephone or e-mail to resolve account delinquency.
• Research missing payments and resolve disputes.
• Process phone payments to customer accounts.
• Create detailed collection activity reports to track the status of delinquent accounts, document billed activities and collection results.
• Educate customers on the payment options available.
• Plus other work-related tasks as needed.

To perform the job successfully, an individual should demonstrate the following competencies:

• Attention to detail and looks for ways to improve and promote quality.
• Identifies and resolves problems in a timely manner.
• Speaks clearly and persuasively in positive or negative situations.
• Writes clearly and informatively with proper spelling and grammar.
• Communicates changes effectively, monitors transition and evaluates results.
• Exhibits confidence in self and others, accepts feedback and recognizes others contributions.
• Understands business implications of decisions.
• Follows policies and procedures and completes tasks correctly and on time.
• Exhibits sound judgment, provides support and explains reasoning for decisions.
• Uses time efficiently, sets goals and objectives and develops realistic action plans.
• Treats others with respect and consideration regardless of their status or position.
• Completes work in timely manner and strives to increase productivity.
• Uses equipment and materials properly and makes workplace safety a priority.
• Able to deal with frequent change, delays, or unexpected events.
• Is consistently at work on time. Ensures work responsibilities are covered when absent.
• Willingness to help others, seeks opportunities for self-development activities, and increased responsibility.