Senior Client Experience Associate

Keystone Pacific Property Management•Los Angeles, CA

2d•$23 - $25•Hybrid

About The Position

Keystone Pacific Property Management, LLC is seeking an experienced Senior Client Experience Associate to join their team. This role is responsible for providing exceptional customer service through the Client Experience Center (CXC), handling telephone coverage, responding to customer service requests, and completing administrative duties. The Senior CX Associate will also provide support in at least three trained skills that the CX Specialist supports, such as General Community, Compliance, Front Desk, Architectural, and Billing.

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.
2-3 years of experience working in a Customer Service role.
High School Diploma or GED required.

Nice To Haves

Previous HOA management experience preferred, not required
Bachelor’s Degree preferred.

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.

Benefits

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)