Customer Care Specialist

About Us

City Property Management (www.cityproperty.com) is an Arizona born and raised company that is a leader in full-service HOA management with innovative technology and a stellar team to match. With more than 40 years in the business and over 150 full-time employees, we pride ourselves on providing the best HOA management experience possible. We work hard for the communities we serve and it shows. With paid training and a supportive team environment, you can have confidence that your investment with us is more than a job, it is a career.

Award-Winning Workplace

City Property Management has been recognized as an Arizona Top Workplace for 4 consecutive years�a distinction earned through employee feedback, not company claims. Our team members consistently rate us highly for leadership, culture, and growth opportunities.

Mission

To provide the best experience in community management.

Our Core Values

• Professionalism
• Engagement
• Knowledge
• Humility
• Client Centric
• Trust
• Flexibility
• Teamwork
• Diligence
• Fun, Fair & Respectful

Position Overview

We're seeking a dynamic, skilled, and friendly Customer Care Specialist to join our team. This role is perfect for someone who thrives in a fast-paced environment, genuinely enjoys helping people, and demonstrates patience and compassion even in challenging situations. As our first point of contact for homeowners, you'll play a crucial role in providing exceptional customer service while continuously learning about the growing HOA industry.

Work Schedule

Monday through Thursday 8:00 AM to 5:00 PM and Friday 8:00 AM to 3:00 PM

Key Responsibilities

Customer Service & Communication

• Manage high volume of incoming calls on multi-line telephone system
• Provide 70-75% first-call resolution for homeowner inquiries
• Create and complete detailed phone logs for all calls
• Respond to homeowner inquiries via phone and email
• Communicate effectively to resolve complaints and account-related issues
• Gather and relay accurate information when transferring calls to management team

Account Management & Support

• Process access device requests within 24 business hours, including:
  • Device setup in CityCync
  • Fob and access card programming
  • Handling pickup or USPS mail requests
  • Troubleshooting as needed
• Assist homeowners with:
  • ACH (auto-debit) application process
  • Check by phone payments
  • Online account creation and management
  • Password resets and account access
• Verify account balances for walk-in payments
• Support property managers with billing and accounting questions

Administrative Duties

• Process incoming mail daily
• Cover front desk duties during lunch breaks
• Check and distribute general voicemail messages daily
• Maintain accurate records and documentation
• Handle additional tasks as assigned

Required Skills & Qualifications

• Outstanding customer service experience
• Excellent verbal and written communication skills
• Strong computer proficiency
• Minimum typing speed of 40 WPM
• Ability to maintain confidential information
• Detail-oriented with strong organizational skills
• Professional phone etiquette
• Ability to work under supervision and meet deadlines
• Reliable with excellent attendance record

The Ideal Candidate Will Have

• Previous customer service experience in a high-volume environment
• Strong problem-solving abilities
• Patience and empathy in challenging situations
• Ability to maintain composure under pressure
• Excellent listening and comprehension skills
• Professional and positive demeanor

Perks & Benefits

• 401(k) with company matching
• Comprehensive insurance (health, dental, life)
• Health savings account
• Paid time off
• Paid federal holidays
• Flexible schedule
• Employee assistance program
• Employee referral program
• Opportunity for growth in the HOA industry

Pay

• $18 - 20 / hour

City Property Management Company is an Equal Opportunity Employer and provides reasonable accommodations to qualified individuals with disabilities.