Hours of Operation:
Irvine Office – Tues & Thurs 8:00am-4:00pm (Appointment Required)
All Satellite offices – Check https://www.actionlife.com/find-an-office/ (Times will vary so callers should confirm with someone in the office)
Community Care Call Center – Mon-Fri 7am – 6pm
Afterhours Community Care Reps – Currently, Sat-Sun 7am- 3:30pm
Calls outside of the Call Center hours get routed to our answering service, Central Communications, unless an Afterhours Community Care Rep is logged in and available. See SOP SOP 305: On-Call for more information.
Community Care consists of a team of Community Care Specialists, Phone Receptionists, Work Order Specialists, Community Care Trainer, Community Care Lead, Work Order Lead, and a Community Care Manager. Incoming calls are routed to any available Community Care Specialist or Phone Receptionist. Calls are automatically rotated to the agent who has been idle the longest period of time.
The Work Order Specialists and Community Care Trainer (and sometimes the Community Care Lead, and Manager) will provide back up support for peak call periods.
Community Care Responsibilities:
- First point of contact for all incoming calls, chats, and emails to our general email inbox
- Route non-Community Care related calls, and emails, to the appropriate recipient
- Open, follow up, update, and close work orders
- Answer general Accounts Payable and Accounts Receivable questions
- Assist homeowners/residents with using their accounts on the Resident Portal
- Assist with information regarding keys, transponders, fobs, and other access devices
- Program access devices and the directory for about 50+ HOAs
- Monitor, prioritize, and respond to all Community Care emails within target time frames: (CCPriority@actionlife.com and WorkOrderUpdates@actionlife.com)
- Answer general parking permit questions based on what is in the profile
- Answer general architectural application questions based on what is in the profile