Job Description:                Customer Service Manager

  Pay Grade 22                      Date Board Adopted or Amended: 05/30/23, 10/27/25

Job Summary

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 analyses all owner and resident imput that includes their concerns,  complaints and suggestions.  The CSM uses this information to prepare reports to the Board on how the Association can  improve service levels to all owners/residents.   CSM works closely with the CFMA’s Administrative Assistant to maintain  a current file of all owners and residents who live on property and another list of all owners who live off property. The  CSM will use this information to set up a comprehensive data base that can be used to keep all owners and residents  informed on current events.   The CSM oversees placement of information on bulletin boards and elevator lobbies.  The  CSM job requires the exercise of discretion and independent judgment.  This is a full-time management position and is  exempt from over-time and requires  flexible work hours including some evening and weekend work.

Job Duties and Responsibilities

Duties include but are not limited to: 

•Assist GM or AGM with the processing of any new residents or residents who are leaving property. 

•Assist GM or AGM by managing any scheduled maintenance to all residents for full participation. 

•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 all 

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 
and contractors  and moving personnel follow all house rules. 

•Assist GM or AGM by managing of all incident reports and ensures open incident 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.  

•Maintains filing system and retrieves information as requested from records, emails, minutes, etc.  

•Answers incoming phone calls and responds to inquiries. 

•Perform other duties as assigned.

Knowledge and Skills

•Knowledge competence on house rules, bylaws and declaration for residential condominium Association. 
•Knowledge competence on how to use a computer and its software to complete job requirements.   
•Experienced at coordinating in-person and remote educational and training programs. 

•Has competent written, verbal and interpersonal communication skills. 

•Possesses  competent ability to work well with residents, Owners, other employees, vendors and guest. 
•Possesses competent skills 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, skilled and 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, commone 
element parking  structure, and common area landscaping. 

PHYSICAL DEMANDS 

The physical demands described here are representative of those that must be met by an employee to successfully  perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with  disabilities to perform the essential job functions. 

While performing the duties of this job, the employee is regularly required to stand, walk and sit, and to reach  above shoulders with hands and arms, and walk up and down stairs in order to work on common elements of  property; use hands and fingers to input data, to be proficient in Microsoft Office Suite products; and talk or hear  in order to gather and provide information on Association processes.  The employee is often required to sit in  order to prepare reports and correspondence. 

ENVIRONMENTAL DEMANDS 

Work is performed in a climate-controlled office without exposure to adverse environmental conditions such as  dirt, dust, pollen, orders, wetness, humidity, rain, fumes, temperature and noise extremes, machinery, vibrations,  electric currents, traffic hazards, toxic agents, violence, disease, or pathogenic substances. 

Job may also involve working in an outdoor setting, and may include exposure to the following conditions such  as; dirt, dust, pollen, odors, wetness, humidity, rain, fumes, extreme temperatures and noise extremes, machinery       noises, vibrations,  electric currents, traffic hazards, toxic agents, violence, disease, or pathogenic substances.  When exposed to hazards or risk, employees are required to follow safety precautions and wear protective gear.