Category: (02) Answering the Call

ANSWERING THE CALL Every association handles moves differently. If you get a caller who has questions related to move-in and move-out procedures, make sure you are checking the profile for who to refer your caller to. If there is no information on the profile, please direct your caller to the Manager Assistant. Do not attempt to…

Red Associations Definition: An Association is “Red” if they have a red bullhorn symbol  next to the profile in Mgmt app. The red indicates that Community Care does not open or follow up on work orders for that association. However, here are a few exceptions: Homeowner creates a work order on the Resident Portal. When this…

Occasionally an HOA Board may choose to seek management services elsewhere. When an account leaves, it is called a “terminated account”. Other times, an HOA will leave their management company and select Action to provide management services. They are a “new account.” It is important to keep track of all accounts as they come and…

GENERAL INFORMATION Typically associations have a Board Meeting monthly, bi-monthly, or quarterly. CHECK THE ASSOCIATION’S PROFILE The profile will have an entry labeled “Next Board Meeting” where you will be able to find the general information such as, when the board meets, where the board meets, and what time the board meeting takes place (both…

Many associations have alarm systems usually for the fire and occasionally burglar alarm systems. Alarm monitoring groups are required to call and notify Action of any error conditions, even if they only occur once and clear quickly. When troubleshooting error conditions, ask probing questions to determine the severity of the situation: Burglar Alarm Daily Test…

The Manager Assistants are administrative assistants for our associations and portfolio Property Managers. Please note this does not mean they are a back up to the manager; they DO NOT handle what the manager handles. There are basically 4 groups of Manager Assistants at Action Property Management. Here is a brief breakdown of how Community…

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…