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?
Handle communities, properties, and residences to improve 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?
Maintenance
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 the 4 authorized users to whom you can share specific account information
Homeowner, Co-owner, Family Trustee, and Unofficial owners
What does RSS stand for?
Resident Support Services
Who determines the amount, coverage and frequency of HOA fees?
Board of Directors
Name the four most common types of calls we receive in customer service.
Accounting, Violations, Emergencies, and Maintenance.
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 all the information that must be updated when it's a third-party caller
Requester, Phone Number, Check boxes (Inquiry submitted for Third Party and Confirm you updated requester)
What does CC&Rs stand for?
Covenants, Conditions, and Restrictions
What is considered a good practice to project confidence while speaking to a caller?
Ownership and product knowledge.
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 nobody.
What information CAN you change and CANNOT change in the customer care department?
Yes: Unit phone, Cell phone, Work Phone, Email Addresses, Name on the account, Comms Preferences.
NO: Name on the account and occupants.
What are the two mandatory steps to create notes on Zendesk?
Leave a public reply (applying macro) and leave an internal note.