Customer Service Specialist Vacancy In Cap Management

Hiring Organization / Company: Cap Management
Basic Salary: To Be Discussed
Employement Type: Full-Time

Job Details:

Job Title: Customer Service Specialist with a fast-growing HOA Management Company

Department: “Heartbeat” Division (Customer Service)

Location: Main office in Downtown Denver, serving communities in the Front Range

Summary: Fantastic opportunity to join a dynamic team with a fast-growing HOA Management and Property Management Company in the customer service (“Heartbeat”) department. CAP Management is seeking a full-time customer service professional who is comfortable working as part of a team of collaborative professionals. We refer to our customer service division as the “heartbeat” of our company as it is truly the nucleus that keeps all parties engaged and satisfied. The role involves providing direct customer service to homeowners of townhomes, condominiums, patio homes, high rise units, and single family homes. Our customers have high expectations and a bring variety of unique challenges.

The Heartbeat division is responsible for providing two key services: Customer Service support to Homeowners, and administrative support and upkeep of our key systems and databases. The position is dynamic and ever-changing: independent problem-solving and a willingness to address unique challenges is key. This is not an automated customer service role that you may see at a global corporation. We help local customers with issues near and dear to their hearts: their homes. We are dedicated to responding with urgency, empathy, kindness, understanding, and willingness.

The Heartbeat Specialist position is an office-based position with occasional remote work available after the probationary period. The position serves as the primary contact for all homeowners; therefore, the employee must present themselves in a helpful, customer service oriented manner.

Company: CAP Management is a Colorado-based Community Association (HOA) Management Company with over 18 years in the industry. The company is committed to serving its clients with a highly innovative, proactive, and strategic approach that aims to guide communities to a more sustainable and resilient future. We are dedicated to this mission and working hard to achieve it. You will join a team of approximately 25 professionals working to realize change in a longstanding industry resistant to it.

Our company has grown 30% in the past year and has a unique vision for the future of this industry.

Duties and Responsibilities:

  • Customer Service
  • Provide support to homeowner by phone, email, and via an online community portal
  • Log cases and track customer service tickets
  • Administrative
  • Provide critical updates to property manager and community based on owner input
  • Watch for trends in customer service, such as common complaints, systems failing within a particular community, or areas for improvement
  • Assist in the processing and follow up of covenant enforcement (violations)
  • Conduct occasional site-visits regularly to familiarize with property, access, amenities, etc.
  • Maintain Appfolio database by keeping owner record up to date, opening and closing support tickets, issuing formal communications, etc.
  • Act as a liaison between homeowners and other staff or company partners
  • Maintain critical property information in property management software (annual calendar, emergency information, database, etc.)
  • Document and log history of issues and communication with owners
  • Communication:
  • Provide rapid-response customer service whenever possible

o Handle all customer service needs with a friendly, enthusiastic, patient, helpful attitude. Those who may find this difficult should not apply for this role.

o Treat all owners with equal dignity and respect

o Reply to owners by email and via web portal

o Escalate tickets as needed

  • Prepare bulk email communications with client communities
  • Draft welcome letters and other community-wise or company-wide messages
  • Support in mailing/emailing of notices of property activities, newsletters, meetings, etc.
  • Answer common homeowner questions and explain issues thoroughly


Knowledge, Skills, Abilities, and Other Qualifications:

  • Handle all customer service needs with a friendly and helpful attitude and by following department guidelines
  • Ability to escalate customer service issues calmly and appropriately
  • Willingness to help owners in a thorough and thoughtful way
  • Experience in customer service, sales, database management is a plus
  • Familiarity with property management, maintenance, and/or construction is a plus, but not required
  • Ability to problem solve and act quickly in the best interest of the community
  • Willingness to be the “voice” of the company
  • Must be a great communicator and work well with various personality types
  • Must have reliable transportation to office and ability to visit properties
  • Working knowledge of Microsoft Office
  • Must be supportive of CAP’s values and vision for building sustainable communities

To be considered, please submit your resume and cover letter.

Education and Experience:

  • Minimum of one years’ experience as customer service representative
  • Industry training will be provided


Fulltime employees are offered a comprehensive benefits package following a 60-day introductory period

Salary Range:


Job Types: Full-time, Contract

Pay: $19.00 - $21.00 per hour


  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Health insurance
  • Paid time off
  • Paid training
  • Vision insurance


  • Monday to Friday


  • High school or equivalent (Preferred)


  • Customer Service: 1 year (Preferred)

Work Location:

  • One location

Work Remotely:

  • Temporarily due to COVID-19

Job Location Information:
City: Denver
State: Co
Country: Us
Location: Denver, Co 80202
Job Listing No# : 56837

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