The Customer Service Specialist will interact with the company’s internal customers by addressing inquiries and troubleshooting, generally providing a higher level of customer support on a specific area. The customer service associate provides friendly, courteous, timely, and professional customer service to internal customers.

As a team member of KW PROPERTY MANAGEMENT & CONSULTING, you are expected to understand and support the mission statement of the company and practice our GREAT values every day. These values include but are not limited to greeting and smiling; showing respect with name recognition and eye contact; accepting the empowerment to exceed everyone's expectations and showing enthusiasm for your position and duties; being accountable to show a positive attitude and accountable for your actions; and be trustworthy in your duties and transparent in everything you do. These are our GREAT values and part of your work practices and expected as part of your daily activities while working at KW Property Management and Consulting.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Customer Service & Research:

• Ensure that the telephone is answered timely, properly, courteously, accurately and in a professional manner.

• Ensure voicemails/messages are responded to in a timely manner.

• Respond to all emails in a timely and professional manner.

• Assist property managers, district managers, residents, senior accountants with questions related to A.R.

• Research ledgers, Miscellaneous accounts, ClickPay and provide results of research in a timely manner.

• Update resident information as needed from documentation provided

• Apply customer payments as part of inquiry resolution.

• Ensure that we provide a resolution to the customer; open/close ticket(s).

• If a resolution cannot be provided at time of call; follow up to ensure one is provided.

• Monitor and track Department tickets to ensure resolution, follow up with both internal and external team to bring the ticket to a resolution.

• Track phone calls, emails or training sessions to find trends and opportunities for additional training

• Respond to late fees, finance charges, past due notices inquiries and update account accordingly
• Process adjustments relating to maintenance, special assessments, parking, and any other charges to resident accounts as needed.

• Assist homeowners with miscellaneous request.
• Copying, filing, & scanning documentation as required.

• Train managers on Department processes as needed

• Competencies;

• Interpersonal and Communication Skills

• Problem Solving/Analysis

• Customer/Client Focus

This position has no supervisory responsibilities.

This job operates in a clerical, office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

This is a largely sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bend or stand on a stool as necessary.

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This is a full-time, non-exempt, position. Days and hours of work are Monday through Friday, 8:30 a.m. to 5:30 p.m. This schedule may change to accommodate the business needs of the company

No travel is expected for this position.

• 1 to 3 years of customer service experience in related field.
• Working knowledge of computer and associated programs.
• Ability to multi-task, set and manage priorities.
• Excellent communication and listening skills to interact with a diverse and multi culture population.
• Keyboarding ability with accuracy at 45-50 words a minute
• Must function in team environment.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.