Bilingual Customer Service Specialist

About the Role:

As a Customer Service Specialist, you will serve as the primary point of contact for clients via phone, chat and email, ensuring their inquiries and concerns are addressed promptly and professionally. Your role is pivotal in fostering positive relationships between the company and its customers by providing accurate information about properties, payments, and services. You will collaborate closely with community managers, accounting, and maintenance collection teams to foster customer satisfaction. 

Schedule: Monday-Friday 8:00am-5:00pm

Minimum Qualifications:

• High school diploma or equivalent.
• Proven experience in customer service/call center environment. 
• Strong communication skills, both verbal and written.
• Basic proficiency with customer relationship management (CRM) software and Microsoft Office Suite.
• Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.
• Bilingual in Spanish and English. 

Preferred Qualifications:

• Experience in the HOA industry
• Knowledge of HOA laws and regulations in the United States.
• Conflict resolution and negotiation skills.

Responsibilities:

• Respond promptly and courteously to customer inquiries via phone, email, and chat. 
• Assist homeowners with payment options and setting up accounts through our portal. 
• Coordinate with internal teams such as community managers and accounting to resolve homeowner issues and service requests efficiently.
• Maintain accurate and up-to-date customer records and documentation in the company’s database.
• Provide feedback to management on recurring customer concerns and suggest improvements to enhance service quality.
• Assist with front desk coverage. 
• Sort incoming mail and distribute to correct individuals/departments. 
• Other duties as assigned. 

Physical Requirements: 

• Ability to sit for extended periods while working at a computer and telephone.
• Ability to speak and listen continuously throughout the workday.
• Frequent use of a computer, keyboard, mouse, and telephone headset.
• Ability to occasionally stand, walk, reach, bend, and lift or carry office materials weighing up to 10–20 pounds.