Client Experience Lead

Description

Keystone Pacific Property Management, LLC is a prestigious property management firm headquartered in Irvine, CA, with offices throughout Northern and Southern California, Colorado, and Idaho. Since 1982, we have led the way in providing superior customer care for our clients in planned-unit developments, condos, mixed-use, commercial, new project developments, large-scale onsite communities, and master-planned community associations. 

We have an excellent opportunity for a Client Experience Lead to join our amazing environment with an opportunity for continuous growth and development. For more information, please continue reading below!

Summary: The CX Lead provides support for CX Associates in order to ensure ongoing professional staff development and attainment of CXC service goals. Provides support to all CX Associates and Supervisors.

Why Join Keystone? 

Keystone is a company dedicated to empowering our team members to improve people’s lives beyond expectations. We set ourselves apart by providing an excellent level of service to our team members and clients. 

As a member of our team, your talents will be nurtured, and your contributions will be supported in a value-based environment that fosters the type of professional quality our customers have come to rely upon. 

We provide an environment for people that nurtures leadership and promotes personal success and rewards those who exceed expectations. We foster a culture of open feedback and continuous growth. 

We're thrilled to share that Keystone is officially certified as a Great Place to Work! This recognition reflects our commitment to fostering a positive and supportive work environment where everyone can thrive. We invite you to learn more about what makes Keystone special by checking out our certification details here.

What We Offer:

• Competitive Salary 
• Work-Life Balance
• Opportunities for career growth
• Training and mentorship from successful leaders in the HOA industry 
• Mileage Reimbursement 
• Medical (HMO and PPO), Dental, and Vision
• Flexible Spending Account
• Pet Insurance
• Pre-Paid Legal 
• Employer Paid Basic Life/AD&D Insurance 
• Voluntary Life and Short-Term Disability Insurance
• Free Employee Assistance Program
• 401(k) Retirement plan with Company Match
• Financial and Health/Wellness Education
• PTO  
• 12 Paid Holidays (Floating Holiday/Half Days/Early office closure before certain major holidays)

Requirements

Essential Job Duties and Responsibilities:

• Handles inbound contacts and makes decisions in a timely manner based on department guidelines. The primary focus is to provide a first contact resolution whenever possible.
• Working knowledge of all communication channels and ability to provide front line assistance with inbound contacts.
• Handles escalated situations with a calm and confident demeanor.
• Answers the Agent Assist chat room to assist CX Associates
• Acts as a mentor to the CX Associates and provides peer coaching.
• Trains CX Associates on department processes/procedures as well as information on Keystone’s services. 
• Assists with workforce management by providing relief for CX Associates during schedule rotations or peak times, supplements CXC supervision, and queue adjustments as needed.
• Ensures CXC service and client satisfaction objectives are met.
• Assists with CXC Quality reviews to ensure quality and consistency in the center.
• Practices and adheres to Keystone’s Core Values, Mission, and Vision.
• Any additional job duties as required by the supervisor. 

Qualification Requirements:

• Minimum of 12 months of experience in Keystone CXC or 12 months in another call center environment.
• Prior experience as a team lead or equivalent role is highly preferred.
• Prior experience utilizing Keystone Systems or equivalent systems.
• Excellent written and verbal communication skills.
• Ability to successfully coach peers.
• Ability to remain positive and friendly; must always maintain a professional demeanor.
• Strong organizational skills. Must be flexible, can multitask, and maintain attention to detail.
• The ability to adhere to department process/procedure guidelines while maintaining productivity goals.
• Must be reliable and consistently adhere to assigned schedules (e.g., start time, breaks, lunch, end of shift).
• The ability to stay focused on customers throughout the day in a busy environment, staying mindful/aware of queue volume.
• Ability to coach, diffuse, and resolve escalated situations while maintaining a friendly, service-minded demeanor.
• Must maintain a clean appearance and professional demeanor.

Education and/or Experience:

• 2+ years of Customer Service Experience or HOA preferably.
• High School Diploma or GED required.
• Associate Degree or higher preferred.

Work Environment:

The work environment and physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Exhibit professionalism, professional attire, and demeanor at all times.
• Ability to drive to communities.
• Ability to sit, stand, and operate business equipment.

We invite you to view our LinkedIn, Instagram, and Facebook to get an inside look on what Keystone is all about! Check out our website at www.kppm.com. Click on “Careers” and stay connected!

Reasonable accommodation will be provided for qualified individuals with disabilities and disabled veterans in job application procedures. If you have any difficulty using our online system, send an email to [email protected] for assistance. Please include a description of your requested accommodation, your name, and contact information. Note: This email address is not for general employment inquiries. 

Keystone will not respond to inquiries that are not related to accessibility of the on-line application system by individuals with disabilities.

Keystone Pacific Property Management, LLC is an equal opportunity employer. All applicants will be subject to a Background and MVR Check.