Customer Service Representative- Full-time

Description :

duties and responsibilities

Directs Customer Service staff for all incoming traffic and telephone calls into the Anthem Community Council. Provides administrative and clerical support to Council staff. Provides limited administrative support to Homeowners’ Association staff for visitors and calls received. Serves as an office manager for the Anthem Community Council offices (Community Center/Civic Building).

essential duties

    • Aids front office as needed while working with residents and non-residents, i.e. billing, account fees, appeals, payment plans, and challenging situations
    • Prepares and maintains customer service staff schedule
    • Manages order of supplies and consumables for employees (office supplies, PPE, first-aid supplies, etc.)
    • Coordinates repair calls as appropriate for office copiers, postage machines, and office appliances
    • Rotates with the front staff to share scheduled hours. Hours will vary, and the schedule includes one (1) weekend day alternating between Saturday and Sunday. All employees of the Anthem Community Council also are required to work at least two special events per year (hours TDB; usually weekends)
    • Assist Finance Department regarding budget issues pertaining to office equipment, office supplies, and money for postage meter
    • Works with AAM Customer Service Specialists, Transfers, Disclosures, Finance, and any other AAM staff as needed to assist homeowners and former delinquent homeowners
    • Works with HOA Community Managers and staff regarding policies affecting front office procedures
    • Handle all incoming calls on a multi-line phone system in a timely and courteous manner. Direct calls to HOA, Council Staff, Community Center, and other departments as appropriate. Log all incoming traffic and selected telephone calls into Caliber HOA System as required.
    • With appropriate documentation, modify owners’ mailing addresses, phone, and email information into Caliber
    • Provide front-line support and responses to general questions on ACC issues and selected HOA issues
    • Provides timely and specific support to Collections Team by assisting in the preparation of postcard and letter mailings
    • Provides timely and specific support to Resales Team by assisting in (a) creating owner “thumb drives” (b) welcome package preparation and labeling and mailing (c) filing of completed resale folders in general files
    • Regular, dependable attendance and punctuality are essential functions of this position
    • Manage difficult visitors with a professional demeanor, excellent listening skills while remaining calm, and offer solutions whenever possible
    • Other miscellaneous administrative duties and special projects as assigned by management

qualification requirements 

  • Education: High School diploma or equivalent; Associates Degree or some college preferred.
  • Required Skills: Excellent customer service and communication skills; prior supervisory experience; previous customer service experience. Must possess a valid Arizona driver’s license.
  • Preferred Skills: Aptitude for detail, highly effective interpersonal and problem-solving skills; strong computer software skills (Word, Outlook Excel, Publisher, CivicRec, Ring Central, Internet searching, etc.); previous experience with either accounting, call center, or sales management software is preferred; ability to organize and manage multiple priorities; attention to detail; highly effective interpersonal skills, problem-solving abilities, and advanced communication skills a plus.

work hours/location

  • Must be available to work full-time hours between the hours of 8 a.m. to 5 p.m. Monday through Friday, and limited evenings/weekends to provide support to special events.
  • Location: Anthem Civic Building - 3701 W Anthem Way Ste. 201

benefits

ACC employees may use Anthem’s comprehensive Community Center, sports facilities, aquatics park with heated pool, and community parks as a health and wellness benefit.  Staff may also sign up for a variety of fitness classes and activities at reduced prices, and in some cases at no cost, with only a few exceptions. Eligible staff may also participate in our 401K Plan.

Contact :

This position reports directly to the Customer Service Supervisor.

How to apply:

Deadline for Applying : Open until filled