Customer Service Manager

Associa; Honolulu (HI); On-site; USD 60,000 - 90,000; Full time

Job summary

Associa in Hawaii is seeking a Customer Service Manager to lead resident services and communications across properties. This full-time, exempt role reports to the General Manager and requires flexible hours including evenings and weekends.

You will analyze owner and resident input, prepare reports for the Board, and help improve service levels. Responsibilities include coordinating training, managing maintenance calendars, distributing newsletters, and maintaining vendor contacts.

Qualifications

• Knowledge of house rules, bylaws, and declaration for residential condominium associations.
• Proficient with Microsoft and/or Apple computer software to complete job requirements.
• Experienced in coordinating in-person and remote educational and training programs.
• Possesses competent written, verbal and interpersonal communication skills.
• Ability to work well with residents, owners, other employees, vendors and guests.
• Has competent skills to deescalate conflicts.

Responsibilities

• Assist GM/AGM with processing of new residents or those leaving property.
• Manage scheduled maintenance communications for residents.
• Prepare and distribute the monthly CCV2 newsletter.
• Manage preventative maintenance calendars and vendor contacts.
• Respond to emergencies on property during after-hours.

Skills

Written communication

Verbal communication

Interpersonal skills

De-escalation skills

Customer service

Resident relations

Education

High School Diploma or GED

Associate Degree Preferred

Tools

Microsoft Office

Apple Mac OS

Job description

With more than 225 branch offices across North America, Associa is building the future of community for nearly five million residents worldwide. Our 11,000+ team members lead the industry with unrivaled education, expertise, and trailblazing innovation. For more than 43 years, Associa has brought positive impact and meaningful value to communities. To learn more, visit www.associaonline.com.

Job Description

The Customer Service Manager (CSM) reports to and is under the general supervision of the General Manager and/or Assistant General Manager. The CSM compiles and analyses all owner and resident imput that includes their concerns, complaints and suggestions. The CSM uses this information to prepare reports to the Board on how the Association can improve service levels to all owners/residents. CSM works closely with the CFMA’s Administrative Assistant to maintain a current file of all owners and residents who live on property and another list of all owners who live off property. The CSM will use this information to set up a comprehensive data base that can be used to keep all owners and residents informed on current events. The CSM oversees placement of information on bulletin boards and elevator lobbies. The CSM job requires the exercise of discretion and independent judgment. This is a full‑time management position and is exempt from over‑time and requires flexible work hours including some evening and weekend work.

Duties include but are not limited to

• Assist GM or AGM with the processing of any new residents or residents who are leaving property.
• Assist GM or AGM by managing any scheduled maintenance to all residents for full participation.
• Assist GM or AGM with the preparation and distribution of the monthly CCV2 newsletter.
• Assist GM or AGM by managing the preventative maintenance calendars and schedules, and keeping all vendor contact information current.

• Assist GM or AGM with all training and educational programs conducted on property or the CFMA.
• Assist GM or AGM by directing and coordinating watch personnel duties to ensure residents, guests, vendors & contractors and moving personnel follow all house rules.

• Assist GM or AGM by managing all incident reports and ensures open incident reports are resolved properly.
• Assist GM or AGM to provide management services to residents.
• Assist GM or AGM with timely response to emergencies on property during and after-hours.
• Maintains filing system and retrieves information as requested from records, emails, minutes, etc.
• Answers incoming phone calls and responds to inquiries.
• Perform other duties as assigned.

Knowledge and Skill

• Knowledge competence on house rules, bylaws and declaration for residential condominium Association.
• Knowledge competence on how to use a computer and its software to complete job requirements.
• Experienced at coordinating in-person and remote educational and training programs.
• Has competent written, verbal and interpersonal communication skills.
• Possesses competent ability to work well with residents, Owners, other employees, vendors and guest.
• Possesses competent skills to deescalate conflicts.

Requirements

Education and Experience

• Maintains a valid Hawaii driver’s license.
• High School Diploma or GED Required.
• Associate Degree Preferred.
• 1 - 3 years of work directly related to or closely related work experience.
• Experience, skilled and experience with Microsoft and/or Apple computers and other office equipment.
• Experience organizing educational, training and social activity programs.
• Experience with software programs to improve information and messages to residents and Owners.

Travel Requirements

• Job may include some work related travel.
• Job may require working remotely.

Working Conditions

• Typical office environment as well as working in and walking between residential buildings, common parking structure, and common area landscaping.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions. While performing the duties of this job, the employee is regularly required to stand, walk and sit, and to reach above shoulders with hands and arms, and walk up and down stairs in order to work on common elements of property; use hands and fingers to input data, to be proficient in Microsoft Office Suite products; and talk or hear in order to gather and provide information on Association processes. The employee is often required to sit in order to prepare reports and correspondence.

Environmental Demands

• Work is performed in a climate-controlled office without exposure to adverse environmental conditions such as dirt, dust, pollen, odors, wetness, humidity, rain, fumes, temperature and noise extremes, machinery, vibrations, electric currents, traffic hazards, toxic agents, violence, disease, or pathogenic substances.
• Job may also involve working in an outdoor setting, and may include exposure to the following conditions such as dirt, dust, pollen, odors, wetness, humidity, rain, fumes, extreme temperatures and noise extremes, machinery noises, vibrations, electric currents, traffic hazards, toxic agents, violence, disease, or pathogenic substances.
• When exposed to hazards or risk, employees are required to follow safety precautions and wear protective gear.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.