Department: Hubbell Community Management
Location: West Des Moines
Category: Real Estate/Property Management
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Position Title:  Customer Service Coordinator

Department:    Hubbell Community Management (HCM)

Reports to:      HOA Manager

This is a non-exempt position. Hours are 8:00 a.m. to 5:00 p.m., Monday through Friday. This position requires evening meetings and on occasion may need to address emergency situations in the communities after regular business hours. At such times, a flexible schedule shall be in place. Overtime must be preapproved by supervisor.
Duties and Responsibilities

A.  General Duties

  • Acts as main point of contact for residents and one of the points of contact with the Board of Directors for each association. Responds to resident complaints and questions with an emphasis on professional, high-quality customer service.

  • Maintains communication with residents and association boards, including but not limited to preparation and coordination of mass mailings, email correspondence, variance request responses, maintenance of the homeowner registration list and web portal, and phone contact.

  • Coordinates procedures for bidding work, sending out bid packets, and ensuring final execution of contracts.

  • Produces Purchase Orders upon approval, and updates work orders in Timberline ensuring accuracy and appropriateness. Works alongside field manager on vendor communication to ensure contract fulfillment.

  • Attends all board of director, annual members meetings and resident neighborhood meetings as required. Schedules and coordinates homeowner notification, documents each meeting and uploads meeting minutes to the website within two weeks of each meeting.

  • Maintains key fob system for clubhouse rentals and the opening and closing of swimming pools.

  • Maintains clubhouse reservations calendar, sends out contracts and confirmations to residents. Confirms with operations manager to determine deposit refunds based on cleanliness of the clubhouse after the rental. Provides deposit log information for Accounts Payable Clerk.

  • Prepares covenant violation letters as necessary and follows up to ensure compliance with covenants in the event that the resident does not contact HCM as required.
  • Works continuously on process improvements to operate HCM in the most efficient and cost-effective manner.

  • Prepares dues certificate affidavits and lender questionnaires for refinancing or new home purchases to ensure that all dues owed are paid in full. Works directly with sales agents’ and lenders’ requests.

  • Updates and uploads to the community website new community documents as needed, including monthly financials, plat maps, and Covenant amendments.

  • Other duties as assigned and/or necessitated in the event of an emergency.

B.  Relationship Management

  • Provides prompt and courteous service at all times.
  • Performs job responsibilities in accordance with the company’s policies.
  • Answers all residents questions related to the HOA in a timely and professional manner.
Special Requirements

  • Minimum two years’ experience in an administrative capacity required. HOA management experience preferred.
  • Excellent MS Office skills—Word, Excel, Power Point required. Timberline experience a plus.
  • Ability to navigate web-based programs and work with a web designer and IT support
  • Ability to handle multiple tasks, prioritize, and meet deadlines under pressure
  • Ability to interact with all levels of management
  • Excellent written and verbal communication skills
  • Excellent customer service skills required, with the ability to handle difficult customers. Ability to professionally manage customer conflicts.
  • Strong attention to detail, organization and accuracy.
  • Good interpersonal skills conflict management and relationship building with service delivery partners that are internal and external.

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