Client Experience Associate

KEYSTONE PACIFIC PROPERT Y MANAGEMENT•Carlsbad, CA

15h•Onsite

About The Position

Keystone Pacific Property Management, LLC is a prestigious property management firm headquartered in Irvine, CA, with offices throughout Northern and Southern California, Colorado, and Idaho. Since 1982, they have led the way in providing superior customer care for clients in planned-unit developments, condos, mixed-use, commercial, new project developments, large-scale onsite communities, and master-planned community associations. This opening is for a Client Experience Associate to join their environment with an opportunity for continuous growth and development. The CX Associate is responsible for attending to the needs of the client by performing exceptional customer service for the Client Experience Center (CXC). This includes providing telephone coverage, responding to customer service requests, completing administrative duties, and providing support in at least one trained skill area such as General Community, Architectural, Escrow, or Billing. Keystone is dedicated to empowering team members to improve people’s lives beyond expectations, providing an excellent level of service, nurturing talents, supporting contributions in a value-based environment, fostering leadership, promoting personal success, and rewarding those who exceed expectations. They foster a culture of open feedback and continuous growth and are certified as a Great Place to Work.

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.
1-2 years of experience working in a Customer Service role.
High School Diploma or GED required.

Nice To Haves

Bachelor’s Degree preferred.

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 enters 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.

Benefits

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)