Client Services Associate

Folio Association Management

21d

About The Position

The Client Services Associate will offer comprehensive assistance to homeowners, resolving inquiries within 24-48 hours and ensuring high satisfaction. This role involves responding to phone call inquiries, providing accurate information about HOA processes and procedures, and supporting Community Association Managers (CAMs). The associate will ensure compliance with HOA policies, address and resolve resident inquiries, complaints, or issues promptly, and coordinate clubhouse rentals. Additionally, the role supports the creation of electronic communications, manages inquiries related to community gates, assists in lease processing, and conducts background checks for new tenants. A key aspect of this role is fostering positive relationships with residents through professional demeanor, active listening, addressing concerns, providing next steps, and ensuring complete resolution of issues.

Requirements

High school diploma or GED Equivalent.
Computer skills necessary.
Knowledge and application of computer skills and Microsoft Office.
Excellent verbal and written communication skills.

Nice To Haves

Previous customer service experience is a plus.

Responsibilities

Offer comprehensive assistance to homeowners, resolving inquiries within 24-48 hours and ensuring high satisfaction.
Respond to phone call inquiries from homeowners and residents, providing accurate information about HOA processes and procedures.
Support Community Association Managers (CAMs) with in-office assistance and coverage during absences.
Ensure compliance with HOA policies and procedures by guiding residents on processes and procedures.
Address and resolve resident informational inquiries, complaints or issues promptly and effectively, escalating complex matters to the Manager or relevant department.
Coordinate clubhouse rentals, handling bookings, inquiries, payments, and logistical arrangements.
Support the creation and proofing of electronic communications such as eBlasts, newsletters, and announcements.
Manage inquiries related to community gates and oversee the mailing of gate devices, ensuring accurate billing.
Assist in lease processing and conduct background checks for new tenants, ensuring thorough documentation and processing.
Foster positive relationships with residents by maintaining a professional and approachable demeanor, actively listening, addressing their concerns, providing the next steps, and following up to ensure complete resolution.
Maintain accurate and up-to-date records of resident inquiries, complaints, issues, and resolution(s) in the database and/or software.
Perform any additional duties within the scope of the Client Services Associate and as assigned by the manager.