Our in-house Homeowner Service Center has been established to meet the unique needs and expectations of condominium and homeowner associations. We take great pride in delivering exceptional service to our homeowners, and understand that when homeowners have a question, they want an answer quickly. Our homeowner service center team has been trained to answer routine community and billing questions, so the majority of all phone calls are resolved by the first person who answers the phone. This saves callers time, because they don’t have to be transferred to multiple departments for different questions.
In addition to our homeowner service representatives, our manager assistants provide administrative support to our association managers. This means that our association managers are able to spend more of their time focusing on other tasks at the communities they manage, such as meeting with owners and vendors, and conducting site visits.
Our Homeowner Service Center and administrative assistant team are led by Frank Provenzano, a seasoned customer service professional dedicated to ensuringthat every caller has a positive customer experience, every time.
We set high goals for service and measure our success monthly. Here are a few examples:
More than 90% of people who call into our center during normal business hours are greeted by a staff member in our office in less than 30 seconds.
Our administrative assistants respond to pool key requests and other inquiries within one business day.
- Welcome letters are sent to new homeowners within 3 business days following receipt of closing documents.
- Individual calls are randomly monitored to conduct quality of service assessments, and hold times are closely monitored.
The Homeowner Service Center is open Monday – Friday, from 8:00 am until 4:30 pm, and can be contacted by phone at 615-277-0358, or by clicking here to submit an online request. For after hours maintenance emergencies, the phone number is 615-255-4736.