HOA
What does HOA stand for?
Homeowners association
What do we must do before taking a call?
Have our knowledge base ready, notes ready and have a good posture.
What is the primary goal of FirstService Residential?
Improving property values and residents' lives
What is verification for us?
Making sure that you are in the correct account and providing detailed information to the right person
This button will redirect you to Zendesk to create a
New Ticket
What are HOA fees primarily used for?
Poviding legal services to homeowners and sharing the cost of operating the association
What is the first thing we do when opening the call?
Greet the customer, thank him for calling and ask him the address he is regarding about
What is the purpose of a master/umbrella association?
Maintaining common areas for the entire community
TRUE OR FALSE: Third party callers can receive specific account information
False
Can we change the brand/market information when in a ticket?
NO
What is another term for HOA fees?
Assessment/maintenance fees
Refers to periods of silence or inactivity during a call or other interaction.
Dead air
What does the acronym PICIT stand for?
Pop-up Alerts, Info Center, Connect Apps, iShare, Tier III
Name all 4 authorized users that you can share specific account information to
Homeowner, Co-owner, Family trust and Unofficial owner
What does RSS stand for?
Resident Support Services
Who determines the amount, coverage and frequency of HOA fees?
Board of Directors
List 3 the most common type of calls we receive in customer service.
Complaint, Feedback and Inquiry
What is the main difference between Resident search and Property search in Connect?
Resident search requires a property address, while Property search does not
How are sub-associations different from master/umbrella associations?
They have a separate Board of Directors and dues
Name 5 markets that use Zendesk
Minnesota, Missouri, New York, Illinois, Ontario, Alberta, British Columbia
What does CC&Rs stand for?
Covenants, Conditions, and Restrictions
What is considered a good practice to project confidence while speaking to a customer?
Smiling
What should you do if you come across a private answer in the Info Center?
Follow the procedures outlined in the answer, but you cannot share the information with the caller.
What information can you change and not change in the customer care department?
Yes: Unit phone, Cellphone, Work Phone, Email Addresses, Name on the account, Comms Preferences
NO: Name on the account
Email to use when a third party caller is not able to provide an email address
refused@refused.com