- General Information
- Calls from Board Members
- Transfers to Associations with Onsite Staff
- Transfers to Cell/Other Outside Numbers
- Transfers to Community Care Reps
- Manager Call Handling and Escalation
- Marketing Calls (Potential Clients)
General Information
It is imperative that every call is answered in a professional and consistent manner. Scripts are to be used whenever possible (see SOP 205 – Scripts).
- If Community Care is unable to assist the homeowner, the call will be transferred to the appropriate individual or department. The following documents can be used for assistance:
- SnapHOA Management App – the SnapHOA Management App contains a list of the Association Manager, Regional Manager, Managers Assistant, Staff Accountant, and Collections Rep. assigned to each association.
- Knowledge Base– A list of specific tasks and the individual and/or department responsible for those tasks. Click on the link then scroll down to the doc. https://mgmt.actionlife.com/Knowledgebase
- Phone Extension List – Phone extensions can be obtained by finding the Team Member in EIO and looking for their ext., or by searching the team member in Zoom.
- If the caller is asking to speak to someone by name (a Manager, Regional Manager, Manager’s Assistant, or Collections Agent, etc), confirm the association they are calling in regard to.
- Check the association to be sure the person they are asking for is affiliated with that association..
- Once it is confirmed that you are transferring to the correct person, determine their availability by checking the EIO board (see SOP 202 – Determining Availability). Generally speaking, all calls will be cold transferred unless there is a “+” on the EIO status of the person in question. This means that calls transferred will not be announced, they will be transferred and released.
Calls from Board Members
Board members have priority access to Managers. If a caller identifies themselves as a Board Member and you confirm their status using the Board of Directors listed on an HOAs dashboard, the call should be routed to the appropriate manager immediately. No further screening required. Warm transfer only if the recipient has a “+” by their name on the EIO. Remember, just because a person calls into the board member queue, does not make them a board member. The caller must be confirmed as a board member for this to apply.
Transfers to Associations with Onsite Staff
Action Property Management provides management services to many communities that have an onsite team to support their daily operations. Most onsite offices have a direct telephone number that is used by residents. Residents may receive the Corporate 800 number on literature, so we may receive calls periodically for onsite communities. Community Care Specialists will handle these calls as they would any other calls, answering questions to the extent we are able. If the caller ultimately needs to speak with someone onsite, provide the onsite contact number for their future reference and transfer the call to the onsite staff.
Transfers to Cell/Other Outside Numbers
Occasionally the EIO will state that calls must be transferred to a cell or other outside number. Do not ever release cell numbers to callers and do not transfer the caller into the call recipient’s VM – either their extension VM or outside line VM (unless the EIO instructs you to do so). Before transferring to a cell/outside number, get the caller’s name and call back number. If the intended call recipient is not available, leave a voice message with the caller’s name and number. Go back to the caller and tell them you left a message and ask if there is anything else you can do to assist them. Do not transfer the caller to a manager’s cell or other outside number to leave a message. If they wish to communicate additional information, offer the manager’s email.
Transfers to Community Care Reps
When callers ask for a specific individual within Community Care by name, do not transfer the call until you have established that you are unable to assist the caller. Most call backs are regarding work order updates and a transfer is unnecessary. Take the caller’s information and update/close the work order accordingly if you are trained to, or send a PRE. If the caller insists on speaking to the individual, first, message them on Slack to confirm if they are able to accept the call. If they agree, you must warm transfer the call. Do not allow the call to go to voicemail-Note: Most Members of Community Care do NOT have VM. Explain to the caller that since we work with time-sensitive issues, we do not want any information to go into a voicemail box and possibly not be retrieved in a timely manner (if the person is sick or out of the office). If the caller absolutely insists on leaving a VM, you must email Community Care Rep and explain why you transferred someone to their VM.
Manager Call Handling and Escalation
When a manager is unavailable for one or more days (sick or vacation) do all you can to assist callers. If it is a non-emergency, ask the caller to leave a VM or email for the manager and the manager will handle the matter when they return to the office. If they have an emergency or urgent issue that requires the direction of a manager, please warm transfer to the Regional Manager. If the Regional Manager is not available, check with another Regional Manager from the same region or ask for help.
If the manager is at lunch, on a property inspection, etc. and there is an emergency situation which must be addressed immediately, reach out to them by cell. If they do not pick up, leave a message describing the issue and state that you will be seeking direction from the Regional Manager. If you are unable to reach the Sr Manager, contact another Regional Manager from the same region or ask for assistance from the Lead or CC Manager.
Marketing Calls (Potential Clients)
Action, like any company, depends on continued growth to ensure revenue to provide for new technology, staff, etc. We must always answer each call with professionalism and enthusiasm. Marketing calls require special care. Once the caller indicates they are inquiring about our services, continue as indicated SOP 207 – Incoming Marketing Calls.