Author: kdub

How Non-Call Center staff can answer calls Occasionally we have high call volume periods when additional phone coverage is necessary. These are instructions for individuals that are not trained Community Care team members to follow when answering calls. Opening Call: “Good _______________(morning/afternoon/evening) this is ___________ (your name). May I please have the address you are…

Action, like any company, depends on continued growth.  We must always answer each call with professionalism and enthusiasm. There are 2 types of New business calls: Interested in Management services, meaning they are looking for a management company to manager their community OR Interested in our software, SnapHOA. Some inquiries will only be about them…

GENERAL CALL SCRIPTS FOR PHONE RECEPTIONISTS: Greetings Scripts (Must be said word for word) If you are speaking to a h/o: If you are speaking to a non-h/o: Caller asks for a specific employee (Excluding Board Members) Hold Script (Must be said word for word) Transfer Script (Check EIO First) (Must be said word for word) Closing Script (Does…

Action Property Management provides service to a diverse homeowner demographic and strives to deliver a professional, high-quality customer experience with every interaction. Our communication should always be courteous, respectful, and professional. While our approach is formal, it should never feel cold or scripted. The goal is to create a positive experience while building confidence in…

Overview All incoming calls for the Corporate Irvine office, all satellite offices, and Cottonwood Canyon Hills Community Association are routed through the Community Care Department. The following is a general (non-exhaustive) guide to how calls should be handled and routed. The primary goal of Community Care is to resolve 80% or more calls without transferring.…

Overview The EIO Board assists in determining the availability of all employees working in the corporate or satellite offices. Employees check in and out daily for breaks, meetings, lunch, etc. so their calls can be directed appropriately. Community Care Specialists use this information to let callers know if the person they are trying to reach…

General Information Every call should be answered in a professional, consistent, and helpful manner.  Whenever possible, use the approved call scripts (see SOP 205: Scripts). If Community Care is unable to resolve the caller’s request, transfer the call to the appropriate individual or department. The following resources can be used to determine who should receive…

Community Care is the first point of contact for many homeowners, residents, vendors, and business partners. Every interaction should reflect Action Property Management’s commitment to providing courteous, professional, and knowledgeable service. A positive first impression helps build trust, improves the caller’s experience, and sets the tone for the remainder of the conversation. Be Prepared Before…