Client Experience Associate

KEYSTONE PACIFIC PROPERTY MANAGEMENT; Carlsbad (CA); On-site; USD 40,000 - 56,000; Full time

Benefits offered by this job

Competitive Salary

Work-Life Balance

Career growth

Training and mentorship

Cell Phone Stipend

Mileage Reimbursement

Medical, Dental, and Vision

Flexible Spending Account

Pet Insurance

Paid Time Off

12 Paid Holidays

Job summary

Keystone Pacific Property Management, LLC in Irvine, CA, is seeking a Client Experience Associate to deliver exceptional service to our clients via the Client Experience Center. You will handle phone coverage, respond to requests, and perform administrative duties while supporting at least one trained area such as General Community, Architectural, Escrow, or Billing.

Join a Great Place to Work-certified firm that values growth, team collaboration, and high standards of service.

Qualifications

• Strong customer service skills and the ability to manage multiple requests.
• Ability to respond urgently, close the loop, and be an ambassador for the company.
• Proficient with MS Office and familiarity with CRM or HOA management software.

Responsibilities

• Respond to routine customer service requests (phone, email, chat) in a timely manner for assigned skills.
• Performance of administrative duties.
• Initiates service requests per procedures and enter information in appropriate system(s).
• Follows up on assigned interactions.
• Maintains keys, gate openers, parking permits, clubhouse rental applications, etc.

Skills

Customer service

Urgent response

Communication

Problem solving

Time management

Teamwork

Education

Bachelor’s degree preferred

High School Diploma or GED required

Tools

Word

Outlook

Excel

Job description

Keystone Pacific Property Management, LLC is a prestigious community 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 opening for a Client Experience Associate to join our amazing environment with an opportunity for continuous growth and development. For more information, please read below!

Summary

The CX Associate is responsible for attending to the needs of the client by performing exceptional customer service for the Client Experience Center (CXC). Provides telephone coverage, responds to customer service requests, and completes administrative duties. Provides support in at least one trained skill the CX Associate supports (e.g., General Community, Architectural, Escrow, or Billing).

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 reward 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
• Cell Phone Stipend
• Mileage Reimbursement
• Medical, 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
• Bereavement and Mandated Leave of Absence Applicable
• Paid Time Off (PTO)
• 12 Paid Holidays (Floating Holiday/Half Days/Early office closure before certain major holidays)

Schedule

Onsite, Monday - Friday from 8:00 am - 5:00 pm

Essential Job Duties and Responsibilities

• Respond to routine customer service requests (phone, email, chat) in a timely manner for assigned skills.
• Performance of administrative duties.
• Initiates service requests per procedures and enter information in appropriate system(s), e.g. CCaaS and HOA management software.
• Follows up on assigned interactions.
• Completes assigned administrative duties.
• Suggests updates to knowledge content.
• Execute compliance letters at the request of the Manager.
• Assist team members with the preparation and execution of required annual mailings.
• Transcribe and type documents and letters as required.
• Maintain keys, gate openers, parking permits, clubhouse rental applications, etc.
• Update and generate all required association and management reports.
• Practices and adheres to Keystone's Core Values, Mission, and Vision.
• Any additional job duties as required by the supervisor.

Requirements

Qualification Requirements

• Excellent customer service skills.
• Ability to respond in an urgent manner, close the loop, and be an ambassador for the company.
• Ability to work under tight deadlines and consistently meet deadlines.
• Exhibit professionalism and demeanor at all times.
• Ability to manage challenging client interactions in an effective manner.
• Demonstrate effective verbal and written communication and listening skills.
• Demonstrate strong problem-solving abilities.
• Must be proficient with computer programs, including Word, Outlook, and Excel.
• Demonstrate organizational skills and ability to independently prioritize daily workload.
• Must work effectively with co-workers and clients.
• Excellent interpersonal skills.
• Verifiable references.
• Able to pass a background check.

Education and/or Experience

• 1-2 years of experience working in a Customer Service role.
• Bachelor’s Degree preferred.
• High School Diploma or GED required.

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 essential functions.

• Exhibit professionalism, professional attire, and demeanor at all times.
• Ability to drive to communities.
• Ability to sit, stand, and operate business equipment.
• Typical office environment with low-level noise exposure.

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 [e-mail] 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 online 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.