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 WORK ORDER REQUEST CALLS – HOMEOWNER/RESIDENT WORK ORDER FOLLOW UP CALLS- VENDORS WORK ORDER FOLLOW UP CALLS – HOMEOWNER/RESIDENT CALL BACK SCRIPT GENERAL CALL SCRIPTS FOR PHONE RECEPTIONISTS: Greetings Scripts (Must be said word for word) Inbound Call: Good Morning/Afternoon, this is “Your Name”, may I please have the address you are calling about?…

PROPER VERBIAGE Action Property Management services a varied homeowner demographic and has chosen an upscale service model at all levels. In order to meet this standard, speaking with residents and guests, whether in person or by phone, requires a more “Formal” choice of words and phrasing. This wording may, at first, seem unnatural or pretentious.…

All incoming calls for the Irvine office, all satellite offices and Cottonwood Canyon Hills Community Association route through the Community Care Department. This is a general list (not exhaustive) of the types of calls handled by each department. The goal of Community Care is to answer 80% of calls without needing to transfer, so every…

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 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…

THE FIRST IMPRESSION Action Property Management’s Community Care Team is empowered with the responsibility of making a good first impression. We are the first representatives of our organization that callers encounter, so we need to be courteous, professional, and helpful. This is key to the success of our business. Welcome – we want our callers…