See Outlook – SOP 605 for instructions on how to create and edit Quick Parts and Quick Steps in Outlook. Using these saved messages assists in providing a quick and professional response to department emails. All Community Care Specialists and Follow Up Team Members should save these messages in their Outlook Quick Parts.
- ANSWERING THE CALL
- Marketing
- Safelisting
- Seabridge Villas Water Shut Off
- Yelp
- ACCOUNTING
- ACCT: Address Change to H/O
- ACCT: Address change to A/R
- ACCT: Ledger to H/O
- ACCT: Please Order Coupons
- ACCT: Copy of Ck Rec’d H/O
- ACCT: H/O Request to Waive Fees
- ACCT: AP Check research
- ACCT: Revo Call Back
- ESCROW
- FHA Website
- Insurance
- Request to Update Info
ANSWERING THE CALL
Quick Step Name: MARKETING
New Message sent to: Erica Kreutzer and Sheila Melekzadeh
Email Subject: Important Marketing Call
Importance: High
Body of email:
Hi Erica and Sheila ,
I received a marketing call a few moments ago and was not able to reach you. Please return the call at your earliest convenience. Have a great day!
Name:
Phone Number:
Association:
City:
Type:
# of Units:
Kind regards,
Quick Part Name: SAFELISTING: To H/O
Good [morning/afternoon/evening NAME OF H/O,]
Thank you for contacting us with your safelisting request. We forwarded your request to the manager’s assistant and it will be processed shortly. Our manager’s assistant will confirm with you once your request is completed. Please let us know if there is anything else we may do to be of assistance. Have a good day!
Best wishes,
Quick Part Name: Seabridge Villas Water
Good [Morning/Afternoon,]
[ATTACH BOILER SHUT OFF NOTICE FORM, BOILER MAP, & BOILERS,UNITS AFFECTED BY EACH – AVAILABLE ON LOOKUP]
If you need to have the water/boiler shut off in order to do repairs inside your unit at Seabridge Villas it can be done (free of charge) on 1st TUESDAYS ONLY, no earlier than 9am and water back on by 4pm. Non-emergency water shut off is not allowed on any other day of the week. You must contact the Community Care Department so that a water shut off work order can be created for you. It is recommended that you “pad” the timeframe to take into account that your plumber may run into unforeseen circumstances.
You are responsible to post notices at least 24 hours in advance. If the notices are not posted when your plumber arrives, the water will not be shut off and you will have to reschedule. The notices must be posted in the following locations:
- Inside every elevator in every building affected.
- Outside every elevator (on every floor) in every building affected.
- In the stairwell (on every floor) in every affected area.
- Photograph notices after posting to document that they have been posted.
I’ve attached three items to assist you: BOILER SHUT OFF NOTICE FORM, BOILER MAP, & BOILERS,UNITS AFFECTED BY EACH. Please let us know if you have any questions or need further assistance. Have a great day!
Best Wishes,
Quick Part Name: YELP
Good [morning/afternoon/evening NAME OF H/O],
It was a pleasure assisting you today. We are always happy to help!
Please let us know if there is anything else we can do to help you. We are available Monday-Friday 7am-7pm and of course offer after hours service should you have a property threatening matter to report.
If you have been pleased with our service Action Property Management would greatly appreciate a positive Yelp review from you:
http://www.yelp.com/biz/action-property-management-irvine
Thank you again and have a wonderful day,
ACCOUNTING
Quick Part Name: ACCT: Address Change to H/O
Good [morning/afternoon/evening NAME OF H/O,]
Thank you for contacting us with your request. Your new address has been forwarded to our accounting department and they will update our records shortly. Please let us know if there is anything else we may do to be of assistance. Have a good day!
Best wishes,
Quick Part Name: ACCT: Address Change to A/R
Good [morning/afternoon/evening],
Please see the below homeowner request for a change of address. Please update and confirm with homeowner. Thank you!
Best wishes,
Quick Part Name:
ACCT: Ledger to H/O
Good [morning/afternoon/evening NAME OF H/O,]
Please see the attached copy of your account history that you requested. Please let us know if there is anything else we may do to be of assistance. Have a good day!
Best wishes,
(Save your Outlook Signature with this message since you will typically be sending this email with an attachment and your signature will not automatically populate.)
Quick Part Name: ACCT: Please Order Coupons
Good [morning/afternoon/evening],
Please order a new coupon booklet for the above property address as the h/o has lost, misplaced, or otherwise did not receive it. Thank you!
Best wishes,
Quick Part Name:
ACCT: Copy of Ck Rec’d H/O
Good [morning/afternoon/evening NAME OF H/O,]
Thank you very much for providing the front and back copy of your cashed check. We have forwarded the information and the copy to our accounting department for immediate research and adjustment. We will contact you with further updates as they become available. Please let us know if there is anything else we may do to be of assistance. Have a good day!
Best wishes,
Quick Part Name: ACCT: H/O Request to Waive Fees
Good [morning/afternoon/evening NAME OF H/O,]
Thank you for your email. Unfortunately Action Property Management is unable to remove fees or charges from your account without authorization from your association’s Board of Directors. To start the process please submit a written request to your Community Manager [name of manager, email of manager] and specify which fee(s) you would like waived and your reason(s). We do apologize for the inconvenience. Have a great day!
Best wishes,
Quick Step Name: ACCT: A/P Check research
New Email sent to gridadmin@actionlife.com
Body of Email:
Greetings Accounts Payable Team,
Vendor reports that the following check(s) have not been received. Please research and provide status. We will contact the vendor with the information you provide.
Check number:
Amount:
Vendor:
Vendor contact person:
Vendor phone number:
Association:
[Insert screen shot from Grid]
Thank you for your assistance,
Quick Step Name: Revo Call Back
If a homeowner is unable to get through to Revo after hours or during the normal business day, you may email Revo on behalf of the homeowner. Document the notes on homeowner’s account in the Management App.
New Message Sent to: Customerservice@revopay.com
Carbon Copy: jbaconliu@actionlife.com; bsampson@revopay.com
Email Subject: Action Call Back Request
Importance: High
Body of Message:
Hello Revo,
Please call this owner before end of day to help answer their questions / manage their AutoPay.
- Association:
- Account Number:
- Owner Name:
- Phone:
It is our understanding that:
- 3PM is the cut-off for same-day call back from Revo. If after 3PM, the homeowner will be called next day.
- Revo will “reply all” if the homeowner does not answer and note that a voicemail was left and when they will be called again.
- Revo will try a maximum of 2 times to reach the homeowner.
Thank you,
ESCROW
Quick Part Name:ESCROW: FHA Website
Good [morning/afternoon/evening],
Thank you very much for reaching out to us with your questions regarding the FHA approval. Our Escrow Department does not track the FHA approvals for the various communities we manage, so please visit https://entp.hud.gov/idapp/html/condlook.cfm to search for the community’s approval. Should you have any further questions about the HOA’s approval status at that time, please contact the community manager, _______, at ______@actionlife.com. Please let us know if there is anything else we may do to be of assistance. Have a good day!
Best wishes,
Insurance
Insurance: Request to Update Info
Quick Part Name: UPDATE INSURANCE
The Subject line of your email should always contain the name of the Association you are emailing about, so it should say something like: “Casalon Insurance.” It should be mailed to the Manager and copy the Assistant.
Dear Manager,
The insurance information for the above mentioned association needs to be updated in Jenark/Mgmt App as soon as possible. It is very important that this information is always current since we give it to callers on a regular basis and it is information that prints at the bottom of the Escrow Demands.
Please provide your Assistant with the current Certificate of Insurance so that the information can be updated in Jenark (and will pull over onto the “Insurance Tab” on Management App). Instructions for updating the insurance information (if needed) are available on the H-Drive in the Jenark folder. Also, if you want homeowners to be able to access the current Certificate of Liability Insurance on the Resident Portal, please place a copy in the association’s VIVO folder on the H-Drive.
Thnk you,