HOA
What does HOA stand for?
Homeowners association
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 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
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
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 handle Zendesk
BC, AB, NY, ON, IL, MN, MO
What does CC&Rs stand for?
Covenants, Conditions, and Restrictions
What should you do if you come across a locked answer in the Info Center?
Ask for permission before providing the answer to the caller
What information can you change and not change in the customer care department?
Yes: Unit phone, Cellphone, Work Phone, Email Addresses, Comms Preferences
NO: Name on the account
What is the correct procedure on how to make a notation on a ticket? List the step by step
1. Name and relationship
2. Reason for the call
3. Resolution provided
4. Expectations moving forward