Senior Client Experience Associate

Property Management; Los Angeles (CA); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Competitive Salary

Hybrid and Flexible working

Work-Life Balance

Career Growth

Training and Mentorship

Education Support

Cell Phone Stipend

Mileage Reimbursement

Medical (HMO and PPO), Dental, Vision

Flexible Spending Account

PTO and 12 Holidays

Job summary

Keystone Pacific Property Management, LLC is a prestigious community management firm with offices across CA and beyond. We seek a Senior Client Experience Associate to deliver exceptional customer service for the Client Experience Center, handling phone coverage, requests, and administrative duties in a growth-focused environment.

We offer competitive salary, hybrid/flexible work, career growth, training, stipends, and a full benefits package, including health, dental, vision, 401(k), PTO, and

Qualifications

• 2-3 years of experience in a Customer Service role.
• HOA management experience preferred, not required.
• High level of professionalism and reliability.
• Excellent written and verbal communication skills.
• Able to drive to communities and pass background/DMV checks.

Responsibilities

• Responds to routine customer service requests via phone, email, or chat.
• Initiates service requests and records information in HOA management systems.
• Follows up on assigned interactions and completes admin duties.
• Suggests updates to knowledge content and adheres to company values.
• Works under deadlines and maintains professional demeanor.
• Acts as an ambassador for Keystone Pacific and supports team goals.

Skills

Customer service

Verbal and written communication

Problem solving

Organizational skills

Ability to drive

Education

High School Diploma or GED

Bachelor’s Degree

Tools

Microsoft Word

Outlook

Excel

Job description

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 opportunity for an experienced Senior Client Experience Associate to join our amazing environment with an opportunity for continuous growth and development. For more information, please continue reading below!

Summary:

The Senior CX Associate is responsible for attending to the needs of the client by performing exceptional customer service for the Client Experience Center (CXC). The Senior CX Associate provides telephone coverage, responds to customer service requests, and completes administrative duties. Provides support in at least three trained skills the CX Specialist supports (e.g., General Community, Compliance, Front Desk, Architectural and 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 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
• Hybrid and Flexible working arrangements
• Work-Life Balance
• Opportunities for Career Growth
• Training and Mentorship from Successful Leaders in the HOA Industry
• Support for Continued Education
• Cell Phone Stipend
• Mileage Reimbursement
• Medical (HMO and PPO), Dental, and Vision
• Flexible Spending Account
• Pet Savings
• 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)

Essential Job Duties and Responsibilities:

• Responds to routine customer services requests (phone, email, chat) in a timely manner for assigned skills
• Initiates service requests per procedures and enters information in appropriate system(s), e.g. CCaaS (Contact Center as a Service) and HOA management software.
• Initiates service requests per procedures and enters information in appropriate system(s)
• Follows up on assigned interactions
• Completes assigned administrative duties
• Suggests updates of knowledge content
• Practices and adheres to Keystone’s Core Values, Mission, and Vision.
• Any additional job duties as required by the supervisor.

Requirements

Qualification Requirements:

• Must possess a valid Driver’s License and maintain a clean DMV record.
• Must have reliable transportation and the ability to drive to and from communities.
• 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.
• 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:

• 2-3 years of experience working in a Customer Service role.
• Previous HOA management experience preferred, not required
• High School Diploma or GED required.
• Bachelor’s Degree preferred.

Work Environment:

The work environment and physical demands described here are representative of those a team member encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.

• 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 the 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 DMV Check.