Customer Service Representative

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With more than 225 branch offices across North America, Associa is building the future of community for nearly five million residents worldwide. Our 11,000+ team members lead the industry with unrivaled education, expertise, and trailblazing innovation. For more than 43 years, Associa has brought positive impact and meaningful value to communities. To learn more, visit www.associaonline.com.

Job Description

The Customer Service Associate will assist customers with any troubles or inquiries that they might have. A customer service associate must possess a service-oriented attitude, as well as a friendly and personable attitude. This is a full-time position in Troy, MI.

Hours: Monday - Friday 8:30 am - 5:00 pm EST (some overtime may be required).

Job Duties And Responsibilities

• Coordinate with customers to resolve any billing inquiries.
• Act as the first point of contact for customers seeking help with products or technical issues.
• Provide troubleshooting and technical assistance to customers.
• Assess the customer's needs and translate into solutions.
• Explain a customer's account balance and provide means for them to make any necessary changes to their payment processes.
• Explain the processes of the Homeowners Association to a customer.
• Calmly assist customers in emergency situations by coordinating contact to other personnel and vendors.
• Assist vendors with invoices and other questions.
• Utilize the Associa website from both Homeowners and Community Archives sides.
• Make necessary changes to Association Facts in proprietary database when updates are necessary to ensure information is accurate.
• Have prior customer service experience and be able to handle stress.
• Other duties as assigned.

Requirements

• 1 to 3 years of call center, customer service, high call volume or directly related experience.
• Knowledge of general office equipment (copier, fax, phone systems, etc.).
• Proficient knowledge of conflict resolution techniques.
• Professional communication skills (phone, interpersonal, written, verbal, etc.).
• Professional customer service skills.
• Self‑motivated, proactive, detail oriented and a team player.
• Time management and time‑critical prioritization skills.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

Seniority level

• Entry level

Employment type

• Full‑time

Job function

• Other