Customer Care Representative (CA)

Description

Introduction:

Seabreeze Management Company is a full-service property management firm with a diverse management portfolio of over 90,000 residential and commercial properties. Based in Aliso Viejo, California, Seabreeze has offered an unrivaled client experience to commercial common-interest developments and homeowners’ associations for over 30 years. With offices throughout California and Nevada, Seabreeze has expanded its mission to be a trusted advisor and collaborative partner with developments to build thriving associations through superior service and integrity.

At Seabreeze, people are at the heart of what we do. Our philosophy, “Passion when combined with commitment, makes anyone unstoppable” is carried out by enthusiastic and customer-centric teams who serve the communities where we work and live.

Summary:

Oversee all customer service functions and provide essential general accounting support. Collaborate effectively across departments to ensure client needs are met, building strong relationships with employees, management, clients, and vendors. Deliver exceptional service by addressing client requests promptly and efficiently

Responsibilities:

To perform this position successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Return calls and emails within 24 hours
• Handle multiple phone lines at a time
• Note accounts for all e-pay rejects
• Assist with all homeowner walk-ins pertaining to billing and customer service for keys, remotes, fobs, transponders, etc.
• Research accounts for misapplied and missing payments
• Process all adjustments/credits to homeowner’s accounts (fines, violations, late fees and late interest)
• Respond to all homeowner’s written correspondence pertaining to their account
• Maintain all homeowner interactions on their account
• Process all name and address changes
• Issue and process homeowner payments/refunds
• Initiate bank transfer paperwork between accounts when necessary
• Direct Debit set-up and Direct Debit cancellation
• Send Direct Debit confirmation letters
• Send change of address letters for returned statements
• Process fee waiver requests for homeowners
• Assist homeowners for logging in through our website
• Maintain and purge all closed escrow files per the Association’s year end
• Process work orders
• Close completed work orders
• Consult with Account Executives about specific problems/issues
• Input specific work orders from Account Executives, Assistants and homeowners
• Log and distribute incoming faxes on a daily basis
• Respond to website emails within 24 hours
• Check Community Profile/Vendor Sheet for specific vendor applicable to the Association
• Respond to customer calls, screen calls, resolve issues when possible, offer support and assistance
• Ensure customer issues are resolved quickly, completely and satisfactorily
• Provide coverage for other departments when necessary

Requirements

Knowledge, Skills and Experience:

• Excellent customer service and relationship building background skills
• Demonstrate effective communication skills; oral, written and listening skills
• Collaborative decision-making and problem solving skills
• Demonstrate strong organizational skills
• Demonstrate time management abilities in a fast-paced, multitasking environment
• Set and communicate deadlines
• Follow through on tasks for clients and colleagues
• Must be able to work independently in a team environment
• Accounting skills
• Bookkeeping and Accounts Receivable experience
• Must be analytical, proactive, and detail-oriented
• Must be patient, handle stressful situations, and maintain professionalism at all times.
• Spanish speaking preferred

Minimum Education:

High school diploma or equivalent

Associate Degree preferred

Availability:

Regular business hours and after regular business hours, as necessary.

Work Environment:

The work environment is a typical office building. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Seabreeze is proud to be an Equal Opportunity Employer that celebrates the diversity of our team. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other legally protected status. For individuals with disabilities who would like to request an accommodation such as an ASL interpreter, please contact Vy Nguyen at (949) 334-8166.