Associa is hiring: Customer Service Manager in Honolulu

The Customer Service Manager (CSM) reports to and is under the general supervision of the General Manager and/or Assistant General Manager. The CSM compiles and analyzes all owner and resident input that includes their concerns, complaints, and suggestions. Using this information, the CSM prepares reports to the Board on how the Association can improve service levels to all owners/residents. The CSM works closely with the CFMA’s Administrative Assistant to maintain current files of all owners and residents who live on and off the property and develops a comprehensive database to keep them informed on current events. The CSM also oversees placement of information on bulletin boards and elevator lobbies. This full‑time management position is exempt from overtime and requires flexible work hours, including some evening and weekend work.

Salary: $50,000 – $65,000

Responsibilities

• Assist GM or AGM with the processing of new residents or those leaving property.
• Assist GM or AGM by managing scheduled maintenance to ensure full participation of residents.
• Assist GM or AGM with the preparation and distribution of the monthly CCV2 newsletter.
• Assist GM or AGM by managing the preventative maintenance calendars and schedules, and keeping vendor contact information current.
• Assist GM or AGM with all training and educational programs conducted on property or the CFMA.
• Assist GM or AGM by directing and coordinating watch personnel duties to ensure residents, guests, vendors, contractors, and moving personnel follow all house rules.
• Assist GM or AGM with managing incident reports and ensuring open reports are resolved properly.
• Assist GM or AGM to provide management services to residents.
• Assist GM or AGM with timely response to emergencies on property during and after hours.
• Maintain filing system and retrieve information as requested from records, emails, minutes, etc.
• Answer incoming phone calls and respond to inquiries.
• Perform other duties as assigned.

Requirements

Knowledge and Skills

• Knowledge of house rules, by‑laws, and declaration for residential condominium associations.
• Proficiency in using computers and software to complete job requirements.
• Experience coordinating in‑person and remote educational and training programs.
• Competent written, verbal, and interpersonal communication skills.
• Ability to work well with residents, owners, other employees, vendors, and guests.
• Skill to deescalate conflicts.

Education and Experience

• Maintains a valid Hawaii driver’s license.
• High School Diploma or GED required.
• Associate Degree preferred.
• 1–3 years of work directly related to or closely related work experience.
• Experience with Microsoft and/or Apple computers and other office equipment.
• Experience organizing educational, training, and social activity programs.
• Experience with software programs to improve information and messages to residents and owners.

Travel Requirements

• Job may include some work‑related travel.
• Job may require working remotely.

Working Conditions

Typical office environment as well as working in and walking between residential buildings, common element parking structure, and common area landscaping.

Physical Demands

Regularly required to stand, walk, sit, reach above shoulders, walk up and down stairs, use hands and fingers to input data, be proficient in Microsoft Office Suite products, talk or hear to gather and provide information on Association processes, and sit to prepare reports and correspondence. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Environmental Demands

Work is performed in a climate‑controlled office without exposure to adverse environmental conditions such as dirt, dust, pollen, odors, wetness, humidity, rain, fumes, extreme temperatures, noise extremes, machinery, vibrations, electric currents, traffic hazards, toxic agents, violence, disease, or pathogenic substances. The job may also involve working in an outdoor setting with similar exposure conditions. Employees are required to follow safety precautions and wear protective gear.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.