Administrative Assistant - Customer Support

Job Description

Job Description

Salary : $18.00-$24.00 DOE

Are you stuck in a stagnant JOB? Are you feeling uninspired by your work? Then you just need to find your why.

Our mission is to bring unity, faith, and compassion to our community. Our mission is why we wake up excited for the challenge of changing an entire industry.

It’s why we work 40 hours a week.

We come to work to serve thousands of neighbors in the California.

We strive to enhance the community experience forever, and it all starts with our TEAM.

If what you’re doing isn’t giving you a sense of purpose and you want to join our quest to change an industry, apply today!

About Unity, Inc. :

We are an HOA management company founded in 1979 and rebranded as Unity in 2020, owned by Sal Silva.

We have over 40 team members who are 100% dedicated to our mission and making a difference.

We service the entire Central Valley, and our headquarters are in Fresno, CA.

And by the way, we are not stuffy or corporate around here.

Here are some of the perks and benefits at Unity, Inc. :

Paid week off in December to observe the holiday season

A 401(k) match of 4% after 3 months as a team member

Health, dental and vision insurance on day 90

One fully paid workweek to volunteer for your favorite charity or nonprofit

Generous PTO and paid sick time off

We prioritize work-life balance with health and wellness days and hybrid work opportunities after 90 days of employment

It is a calling, and we are on a mission to bring UNITY and FAITH to an entire industry.

The Resident Support Agent (RSA) is a critical part of our mission to deliver timely, accurate, and professional customer service to all residents, board members, and clients of Unity, Inc.

RSAs will assist owners and residents primarily through a CRM database, live chat, and phone by utilizing a variety of software tools.

This position is expected to ensure exceptional service standards and maintain a high level of customer satisfaction.

What Winning Looks Like :

• Resolve daily cases and tasks through the CRM database and ensure each request is completed by the end of the day.
• Communicate with homeowners or residents through live chat, telephone, or email in a professional manner and ensure you are the only point of contact.
• Capture any homeowner / resident interaction through the CRM database.
• Identify and assess the needs of homeowners or residents to achieve satisfaction by utilizing knowledge articles to determine and provide accurate solutions.
• Identify and capitalize on ways to connect with and WOW the homeowner or resident.
• Identify cases that require additional action by the community manager and reassign them to the correct manager.
• Create work orders for maintenance requests by routing them to the appropriate community manager for approval of the job or vendor.
• Ensure each homeowner or resident is registered and familiar with their community portal. If not, guide them through the registration process and walk them through completing requests online.
• Follow all communication procedures, guidelines, and policies.
• Build sustainable relationships of trust, integrity, and respect in line with company values through open and interactive communication both internally and externally.

Skills Needed to Win :

• Ability to assume a high level of accountability to execute and achieve results with strong attention to detail
• Ability to organize work and manage time well
• Ability to develop and maintain positive relationships with peers and with homeowners and residents
• Excellent customer service skills, including maintaining focus on the customer request or task in a fast-paced environment
• Ability to write in a style that is both professional and polished
• Ability to speak professionally and communicate with transparency
• Ability to adapt to different software and utilize technology quickly is required
• Proficiency in Microsoft Outlook and Microsoft Word is required
• Proficiency of Salesforce is a plus but not required
• Bilingual in Spanish is a plus
• Field experience is a plus but not required

Join our quest!