Operations Specialist / Customer Service Representative

Lifetime HOA Management•San Antonio, TX

16h•Onsite

About The Position

We are seeking a dedicated and personable Operations Specialist / Customer Service Representative to join our Operations team. The ideal candidate will interact with clients and homeowners both on the phone and in person, providing excellent customer support while ensuring a positive and efficient experience. You will be responsible for addressing inquiries, resolving issues, and offering solutions to meet customer needs in a professional and friendly manner. As part of our team, you'll gain valuable experience and play a key role in delivering quality support to our clients and homeowners.

Requirements

Bilingual preferred
High school diploma or equivalent (associates degree or higher preferred).
Proven experience in customer service or related field.
Strong verbal and written communication skills.
Ability to handle difficult or upset customers with patience and professionalism.
Strong problem-solving and multitasking abilities.
Excellent interpersonal skills with a friendly, approachable demeanor.
Proficiency in using phone systems, computers, and customer service software.
Ability to work under pressure and meet deadlines.

Nice To Haves

Previous experience in a similar role, especially in customer-facing environments.

Responsibilities

Answer incoming customer calls, addressing inquiries, troubleshooting problems, and providing solutions effectively and courteously.
Assist customers as they walk in by answering questions and resolving any concerns they may have.
Answer all incoming and pending emails but addressing inquiries and issues in a timely manner. Draft professional correspondence.
Listen to customer issues and concerns and take appropriate action to resolve or escalate them as necessary.
Maintain an up-to-date knowledge of services and policies for each community to provide accurate information.
Work with managers, other Customer Service Representatives, and Finance Department.
Establish rapport with clients, building long-term relationships based on trust and professionalism.
Log customer interactions in the system, ensuring accurate and timely documentation of conversations and transactions.
Gather customer feedback to improve services, products, and customer experience.
Book reservations, draw up payment plans, manage services for homeowners such as gate service and pool card access.
Retrieve and sort mail.
Maintain inventory.
Follow up on voicemails left by clients and homeowners.