Company Vision
RISE Association Management Group is the best-in-class provider of property services for Texas homeowners' associations. Our core purpose is to be of service to great communities and the people who lead them. We accomplish this through our passionate, kind, and solution-oriented team members who partner with our community leaders to build their vision, together. We specialize in working with communities with unique lifestyle offerings, facility, and infrastructure needs (to include a wide variety of amenities), and service offerings. We're an EOS™ (Entrepreneurial Operating System) company and our organization is structured to support exceptional outcomes for our community association clients. We're thought leaders, innovators, and problem solvers. Whatever the issue: we have an expert under this roof who can solve it. We're a team of financial services professionals, facilities maintenance experts, risk managers, and business managers and we're looking for the next generation of problem solvers to join us and be a part of our rapid growth. We implement intelligent solutions, exceptional service, and the RISE way so that we can create a vibrant future and quality of life today. We connect community association, financial, and facility expertise with communities who need it.
We are problem solvers and business managers who just happen to be in the business of community association management. Together, we're capable of so much more. Together, we RISE.
Our Core Values:
- Honoring Commitments
- Precision
- Unquenchable Curiosity
- Stewardship
- Being a Great Partner
- Inspire Others with Your Attitude
- Finding A Way, despite any obstacles
- Taking Ownership
Position Overview:
We are seeking a Client Service Manager to lead and develop a resident-focused service team dedicated to creating exceptional experiences for homeowners. The Client Service Manager will oversee a team responsible for addressing resident inquiries via telephone, email, and in-person interactions. The team manages common resident concerns such as account questions, access devices, amenity reservations, deed restrictions, and general HOA inquiries.
In addition, the role involves managing back-office administrative functions for the HOA, including mail routing, document management, client correspondence creation (e.g., meeting notices), and maintaining client websites with updated documents and photos.
The ideal candidate is a proactive leader who can train and inspire a team while continuously enhancing service delivery. You will oversee the effective use of Zendesk, phone support, and email systems to ensure seamless resident communication. You'll also play a critical role as an ambassador, overseeing concierge service training to deliver first-class experiences at our luxury locations.
Key Responsibilities:
- Lead and develop a client service team dedicated to delivering exceptional resident experiences.
- Manage and respond to homeowner inquiries regarding account issues, access devices, reservations, deed restrictions, and other HOA-related matters.
- Oversee administrative functions, including mail routing, document management, and the preparation of client correspondence such as meeting notices.
- Ensure the client website is up to date with essential documents and photos.
- Manage phone support, email intake, and in-person resident interactions to maintain high standards of service.
- Implement and oversee Zendesk to track and manage service requests.
- Act as an ambassador for luxury locations, focusing on training and developing onsite concierge services to ensure first-class resident experiences.
- Maintain regular communication with residents and HOA board members to ensure satisfaction and address any concerns promptly.
- Continuously improve service delivery by identifying and implementing best practices.
Qualifications:
- Proven experience in customer service management, preferably in the property management or HOA industry.
- Strong leadership skills with the ability to train and inspire a high-performing service team.
- Familiarity with Zendesk or similar ticketing systems.
- Excellent verbal and written communication skills.
- Strong organizational skills and the ability to manage multiple priorities.
- Ability to resolve resident issues with a focus on providing outstanding customer service.
- Experience managing luxury or high-end customer service environments is a plus.
Compensation and Benefits:
- $60k - $65k
- Benefits package including health, dental, vision, and 401(k) plans.
- 20 days PTO and 11 paid holidays.
- Opportunities for professional development and career growth.
Work Location: This role is based in Houston, with occasional travel to luxury sites for training and oversight.
