The Customer Service Associate will assist customers with any troubles or inquiries that they might have. A customer service associate must possess a service-oriented attitude, as well as a friendly and personable attitude. This is a full-time position in Ann Arbor, MI.
Hours: Monday - Friday 8:30 am - 5:00 pm EST (some overtime by be required)
Job Duties and Responsibilities
Duties include but are not limited to:
- Coordinate with customers to resolve any billing inquiries.
- Act as the first point of contact for customers seeking help with products or technical issues.
- Provide troubleshooting and technical assistance to customers.
- Assess the customer's needs and translate into solutions.
- Ability to understand and explain a customer's account balance and to provide the means for them to make any necessary changes to their payment processes
- Can understand and explain the processes of the Homeowners Association to a customer.
- Calmly assist customers in emergency situations by coordinating contact to other personnel and vendors.
- Assist vendors with invoices and other questions
- Ability to utilize the Associa website from both Homeowners and Community Archives sides.
- To make necessary changes to Association Facts in proprietary database when updates are necessary to ensure information is accurate
- Must have prior customer service experience and be able to handle stress.
- Other duties as assigned.
- 1 -- 3 years of call center, customer service, high call volume or directly related experience
- Knowledge of general office equipment (copier, fax, phone systems, etc.).
- Knowledge of conflict resolution techniques at a proficient level.
- Professional communication skills (phone, interpersonal, written, verbal, etc.).
- Professional customer service skills.
- Self-motivated, proactive, detail oriented and a team player.
- Time management and time critical prioritization skills.
Skills Required
- Prior customer service experience
- Ability to handle stress
- Coordinate with customers to resolve billing inquiries
- Act as first point of contact and provide troubleshooting and technical assistance
- Assess customer needs and translate into solutions
- Understand and explain customer account balances and payment processes
- Understand and explain Homeowners Association processes to customers
- Calmly assist customers in emergency situations and coordinate contact to personnel and vendors
- Assist vendors with invoices and related questions
- Ability to utilize the Associa website from both Homeowners and Community Archives sides
- Make necessary changes to Association Facts in proprietary database to ensure accuracy
- 1-3 years of call center, customer service, high call volume or directly related experience
- Knowledge of general office equipment (copier, fax, phone systems)
- Knowledge of conflict resolution techniques at a proficient level
- Professional communication skills (phone, interpersonal, written, verbal)
- Professional customer service skills
- Self-motivated, proactive, detail oriented and a team player
- Time management and time critical prioritization skills
What We Do
With more than 200 branch offices across North America, Associa is building the future of community for nearly five million residents worldwide. Our 10,000+ 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.
