The Helsing Group, Inc., a leader in the Community Association Management Industry, is looking for the very best Customer Service Representative to join our firm in its San Ramon office. We are looking for a top-notch individual with an outstanding reputation for their work and who has a positive, up-beat attitude towards Customer Service. The Customer Service Representative must be comfortable in a fast-paced environment where each and every contact with a client is friendly and responsive to their needs. You must have good time management skills, be able to organize yourself to actively process both inbound and outbound client interactions, and have a track record of superior performance of assigned activities.

Customer Service Representative Core Responsibilities

• Manage and respond to a high volume of inbound telephone calls and emails from Homeowners, Vendors, Board of Directors, and others
• Document all calls and emails into our proprietary management software, in an accurate, thorough, and concise manner
• Respond to those calls and emails that are within the scope of responsibility of Customer Service to proactively resolve requests, concerns, and issues
• Dispatch to the appropriate company recipient those calls and emails that are outside of Customer Service scope of responsibility
• Scan and document all incoming postal mail following established company procedures
• Process and track Clubhouse Reservations and Key Fob Orders
• Perform other administrative duties as needed with enthusiasm and positive attitude
• Demonstrate good business acumen by placing a high value on operational excellence
• Demonstrate outstanding communication skills in all external and internal interactions with clients and coworkers
• Engage in measurable self-directed professional knowledge and skill development

Skills Required

• Excellent verbal communication skills, including phone etiquette and people skills
• Excellent written communication skills, including grammar and spelling
• Accurate typing at 35 wpm or higher
• Proficient using computers, including using MS Office Suite
• Proficient using Adobe Acrobat
• Experience using multi-line office phone
• Willingness to receive direction and follow verbal and written instructions
• Flawless reliability, attendance and punctuality
• Ability to function effectively without direct supervision
• Ability to develop effective working relationships with coworkers and clients

Hours are Monday – Friday, 8:00 a.m. – 5:00 p.m.

This is a full time, 40 hours per week position. Occasional overtime may be required.

Successful applicant must pass a background screening investigation.

Starting Compensation: $18.00 - $20.00 per hour, depending upon experience

Benefits include Paid Time Off, Paid Holidays, Group Medical Plan, and Company Retirement Plan.

To apply for the Customer Service Representative position, you must submit a resume along with a cover letter to hr@helsing.com. Submissions that do not include both a cover letter and a resume will not be considered.

If your skills, enthusiasm, and professionalism are consistent with the above requirements and commensurate with our reputation as a leader in the industry, we want to hear from you!

The Helsing Group, Inc. is the premiere Association Management company in Northern California.  We pride ourselves on offering best-value services to our clients.  We do this by incorporating technology into our business operations making for both a better work environment for our employees and a more transparent operation for our clients. 

The Helsing Group, Inc. is an employee owned company and employs a team approach to our operations so that our employees are empowered to contribute to their own personal success and the success of others on a daily basis.  Our team approach to management sets us apart from other association management companies as our managers have full support of administrative staff, peers, and supervisors as they carry out their day-to-day functions.

The Helsing Group is an equal opportunity employer who provides training both internally and through trade organizations to develop our employees into successful Community Association Managers.

Who We Want:

An ideal candidate displays excellent communication (both verbal and written) skills with a proven ability to build rapport and relationships with peers, supervisors, clients, and people of diverse backgrounds.  Critical thinking and an ability to communicate those thoughts in an articulate manner are desired skills.  Strong documentation skills and a high attention to detail are a must.  Positive attitude and a strong work ethic are desired traits as the position is both demanding and rewarding.  We believe in developing talent from within so no previous HOA Management experience is necessary to apply. 

Other Qualifications:

• Knowledge of Microsoft Office products (Word, Excel, Outlook, etc.) at a proficient level.
• Expertise in typical business correspondence (grammar, structure, punctuation, spelling, etc.).
• Knowledge of and ability to learn conflict resolution techniques.
• Professional communication skills (phone, interpersonal, written, verbal, etc.).
• Time management and prioritization skills.
• Bachelor’s Degree Preferred

Duties:

• Manage Community Associations as a member of a Management Team.
• Use good judgment and common sense.
• Maintain the highest levels of integrity, competence, and professionalism.
• Track all phone calls, e-mails, letters, actions, and activities in our in-house database including those calls taken when not in the office.
• Comply with Company procedures and policies.
• Perform monthly community inspections and maintenance transfer walks (as needed) to proactively address issues, meeting with Association vendors as necessary.
• Ensure the client Associations files are fully maintained and organized.
• Work directly with client Association Board of Directors providing the support and guidance necessary for them to meet their operational obligations and fiduciary duties.
• Prepare for, attend and provide guidance at client Association Board Meetings (some evening work)
• Ensure minutes of all meetings are created and retained in accordance with appropriate law, governing documents, and Helsing Group policies.
• Provide customer service to Association members.
• Implement directives from client Board of Directors.
• Review client Association financial statements and invoices for accuracy and advise the Board on financial and budget issues.
• Maintain a self-sufficient rate at 70% - 80% within the first year.
• Assist all areas of the Company with help, expertise and process improvement.
• Perform other duties as assigned.
• Minimum forty hours a week with occasional overtime.
• Employee is expected to be available during regular business hours, and to regularly attend evening meetings off-site an average of twice a week as business needs dictate.

Compensation: $45,760 to $52,000 based on experience
Benefits include: Paid Time Off, Paid Holidays, Group Medical, Company Retirement Plan, Mileage Reimbursement.

To apply for the Community Association Manger position, you must submit a resume along with a cover letter to hr@helsing.com. Submissions that do not include both a cover letter and a resume will not be considered.

If your skills, enthusiasm, and professionalism are consistent with the above requirements and commensurate with our reputation as a leader in the industry, we want to hear from you!