Senior Client Experience Associate

Description Keystone Pacific Property Management, LLC is a prestigious community management firm headquartered in Irvine, CA, with offices throughout Northern and Southern California, Colorado, and Idaho. Since 1982, we have led the way in providing superior customer care for our clients in planned-unit developments, condos, mixed-use, commercial, new project developments, large-scale onsite communities, and master-planned community associations. We have an excellent opportunity for an experienced Senior Client Experience Associate to join our amazing environment with an opportunity for continuous growth and development. For more information, please continue reading below! Summary: The Senior CX Associate is responsible for attending to the needs of the client by performing exceptional customer service for the Client Experience Center (CXC). The Senior CX Associate provides telephone coverage, responds to customer service requests, and completes administrative duties. Provides support in at least three trained skills the CX Specialist supports (e.g., General Community, Compliance, Front Desk, Architectural and Billing) Why Join Keystone? Keystone is a company dedicated to empowering our team members to improve people’s lives beyond expectations. We set ourselves apart by providing an excellent level of service to our team members and clients. As a member of our team, your talents will be nurtured, and your contributions will be supported in a value-based environment that fosters the type of professional quality our customers have come to rely upon. We provide an environment for people that nurtures leadership and promotes personal success and rewards those who exceed expectations. We foster a culture of open feedback and continuous growth. We're thrilled to share that Keystone is officially certified as a Great Place to Work! This recognition reflects our commitment to fostering a positive and supportive work environment where everyone can thrive. We invite you to learn more about what makes Keystone special by checking out our certification details here. What We Offer: 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) Essential Job Duties and 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. Requirements Qualification 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. Education and/or Experience: 2-3 years of experience working in a Customer Service role. Previous HOA management experience preferred, not required High School Diploma or GED required. Bachelor’s Degree preferred. Work Environment: The work environment and physical demands described here are representative of those a team member encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions. Ability to drive to communities. Ability to sit, stand, and operate business equipment. Typical office environment with low-level noise exposure. Reasonable accommodation will be provided for qualified individuals with disabilities and disabled veterans in job application procedures. If you have any difficulty using our online system, send an email to View email address on click.appcast.io for assistance. Please include a description of your requested accommodation, your name, and contact information. Note: This email address is not for general employment inquiries. Keystone will not respond to inquiries that are not related to the accessibility of the online application system by individuals with disabilities. Keystone Pacific Property Management, LLC is an equal-opportunity employer. All applicants will be subject to a Background and DMV Check. #J-18808-Ljbffr Property Management