Customer Service Coordinator

Job Summary/Overview

The SCA Community Service Coordinators (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 at Parkway. Individuals 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 Caf 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 FedEx 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 reference.

In 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 adaptability to changes to the work environment are required.

- Must wear protective clothing when required.

Physical R equirements

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Work is performed primarily indoors. While performing the duties of this job, the individual will be required to reach with hands and arms, climb or balance, stoop, kneel, crouch, crawl, and differentiate smells; will regularly be required to sit, stand and walk. Vision requirements are close, distance, color, and peripheral vision, depth perception, and the ability to adjust focus. Tasks may be performed while exposed to extreme heat and humidity.

Must be flexible, schedules may be rearranged to meet deadlines, attend meetings, and community activities or to cover open shifts. Position requires ability to work independently and within a team environment.

The typical noise level is quiet to very loud. Exerting 1 to 20 pounds of force occasionally.

Qualifications

Qualifications (Education, Experience, Technical Skills)

- High School diploma, GED, or a combination of education and work experience.

- Two years prior customer service experience preferred.

- Prior experience using a Point of Sale (POS) system is preferred, but not required.

- Proficient in MS Office Word, Excel, and Outlook.

- Familiarity with software and/or ability to be trained on relevant software, as needed.

- Conflict resolution skills.

- People Skills, including verbal communication and empathy.

- Must have the ability to prioritize and manage a variety of tasks efficiently.

- Must have strong teamwork skills.

Organizational Relationships

Reports to : This position reports directly to the Administrative Service Manager and will have close working relationships with all department members at SCA and Parkway.

Supervisory Responsibilities : None

Certifications or Licenses and Special Requirements

Current valid drivers license with acceptable driving history is required.

Must pass background check and drug screen.