• Answer and direct phone calls, emails, and inquiries from homeowners, board members, and vendors in a timely and professional manner • Provide excellent customer service while addressing questions, concerns, and general HOA-related requests • Work closely with the assigned HOA manager to understand the needs of each community and ensure smooth communication • Maintain organized filing systems for important documents, contracts, correspondence, and HOA records • Assist in preparing documents and materials for board meetings and community meetings • Maintain accurate records of architectural review applications, violations, compliance issues, and homeowner correspondence • Support the administration of gates, pool houses, clubhouses, tennis courts, and other community amenities • Manage reservations for clubhouses, tennis courts, community rooms, and shared amenities • Coordinate with vendors for maintenance, repairs, and community service requests • Assist in obtaining bids and proposals for community projects and maintenance needs • Track service requests and follow up to ensure timely completion • Process and record payments, fees, assessments, and other financial transactions • Assist with invoice processing, collections tracking, and financial record management • Collaborate with the accounting team to ensure accurate financial transactions and documentation

• Deliver a “wow” customer experience across phone, chat, and email, consistently going above and beyond customer expectations • Build strong, genuine rapport with customers, especially during challenging or sensitive situations • Actively listen to understand customer needs, concerns, and the root cause of issues • Communicate clearly, confidently, and empathetically, explaining situations in a way customers can easily understand • Take full ownership of customer issues, acting with urgency to drive resolution as quickly as possible • Proactively follow up with customers, keeping commitments and ensuring no issue is left unresolved • Turn dissatisfied customers into loyal advocates through outstanding service and personal accountability • Collaborate closely with internal teams to escalate, track, and resolve complex issues • Accurately document customer interactions and outcomes in internal systems • Contribute to continuous improvement by sharing insights and feedback from customer interactions

• Provide friendly, professional, and efficient customer support primarily via phone, as well as through email and text when available. • Listen actively to customer concerns, demonstrate empathy, and work toward effective solutions. • Process order changes, refunds, replacements, and other account adjustments using internal systems. • Troubleshoot and resolve customer issues related to orders, shipping, billing, product inquiries, and more. • Accurately document customer interactions and escalate complex issues when necessary, following all published SOPs from CX Manager. • Stay responsive, attentive, and up to date on company updates, policies, products, and processes to provide informed support. • Contribute to a positive team environment by sharing insights and feedback to improve customer experience.

• Ensuring customers attain their desired outcomes using our product or service • Acting as an essential bridge between our company and its customers • Conducting legal research and drafting legal documents • Offering support on legal matters and contributing to service quality • Managing the process of drafting written agreements • Handling requests from users and leads about services offered • Supporting customers in setting up connections between their source code management platform • Working with leads and guiding them about the service via email and website chat • Drafting reports based on customer-provided information