About the Role:

The After Hours CSR supports the Client Services team by managing incoming calls, responding to after-hours client needs, and ensuring emergencies are escalated promptly to the appropriate on-call Community Association Manager. This role also monitors and works through Client Services XNs and emails to ensure requests are addressed appropriately and efficiently outside regular business hours.

This position requires an individual with exceptional composure, strong customer service skills, and the ability to manage multiple requests simultaneously. The ideal candidate remains calm and professional during stressful situations, including high-volume periods such as storm-related call surges, while ensuring homeowners receive responsive and dependable support.

Key Responsibilities:

• Handle incoming after-hours calls and provide professional, courteous, and efficient customer service.
• Identify urgent situations and escalate emergencies to the appropriate on-call Community Association Manager.
• Review, manage, and work through Client Services XNs and emails.
• Assess incoming requests to determine urgency, priority, and appropriate next steps.
• Coordinate with After-Hours On-Call Program Managers regarding escalations and operational needs.
• Maintain clear and accurate documentation of calls, requests, escalations, and follow-up actions.
• Manage multiple incoming requests simultaneously, particularly during high-volume periods or weather-related emergencies.
• Follow established after-hours procedures and ensure requests are handled according to company protocols.
• Spend approximately 25–50% of the shift on the phone, handling homeowner calls, addressing concerns, and coordinating emergency responses.

Qualifications & Skills

Important Skills:

• Strong verbal and written communication skills.
• Excellent customer service and telephone etiquette.
• Ability to assess situations quickly and determine appropriate escalation procedures.
• Strong multitasking and prioritization skills.
• Ability to manage high call volumes and multiple requests simultaneously.
• Strong organizational and documentation skills.
• Computer proficiency and ability to learn new industry-specific software.
• Ability to navigate email, internal communication platforms, and service request systems.
• Sound judgment and decision-making skills, particularly when handling emergencies.
• Ability to remain composed and professional during stressful interactions.

Ideal Personality & Mindset:

• Unwaveringly calm: Maintains composure and a steady, reassuring presence even when handling stressful or emotional situations over the phone.
• Level-headed under pressure: Makes sound decisions without becoming overwhelmed during emergencies or high-volume periods.
• Highly adaptable: Quickly adjusts priorities when unexpected situations or urgent requests arise.
• Proactive: Identifies urgent issues, takes appropriate action, and escalates matters without unnecessary delays.
• Service-minded: Demonstrates patience, empathy, and professionalism when assisting homeowners.
• Dependable: Takes ownership of responsibilities and ensures requests are handled appropriately.
• Resourceful: Uses good judgment to find solutions while recognizing when management or emergency escalation is necessary.
• Collaborative: Communicates effectively with on-call managers and other internal team members.
• Resilient: Maintains consistent performance during demanding shifts, including storm-related call surges and other unexpected events.

Tools & Technologies:

• Telephone and call-handling systems.
• Email and internal communication platforms.
• Client Services XN systems.
• Industry-specific community association management software.
• Internal service request and documentation systems.

Skills requirements:

• Excellent English verbal and written communication
• Strategic thinker
• Writing and documentation skills
• Must be able to prioritize work
• Courteous and friendly
• Organized and has great attention to detail and quality assurance
• Ability to build trust
• Ability to work independently and manage multiple priorities
• Phone communication skills
• Other skills as required

Software requirement:

• Licensed OS

Hardware requirements:

• 5 MBPS or higher Internet (hardwired / not WIFI). If you don’t have 5 MBPS then you must agree to if selected.
• Private and quiet dedicated home office area
• Modern computer and operating system
• Back-ups in case of power or Telco interruptions
• Good headset and webcam (Preferably noise-canceling headset)

Work Schedule & Environment:

Expected Schedule (Eastern Time):

• Monday–Thursday: 5:00 PM–9:00 AM
• Friday: 4:00 PM–9:00 AM
• Weekends: Saturday 9:00 AM through Monday 9:00 AM
• Holidays: Shifting schedule based on coverage requirements.

This is an after-hours support role requiring schedule flexibility and the ability to respond effectively to incoming calls, emails, and service requests outside normal business hours. The position may experience periods of high activity, particularly during severe weather events and other emergencies.

Compensation:

• $5/hour.
• All raises and bonuses are at the discretion of the client.