Our service promise includes ensuring every homeowner, resident and Board member has a positive service experience at all times. As part of this commitment, we have established our 24/7 Customer Care Center, a convenient call-in resource providing your residents with immediate answers and information any time, day or night.
When residents call, our service-trained 24/7 Customer Care Center specialists access complete information about their community through our proprietary FirstService Residential Connect™ association management system. Residents can ask questions about a variety of topics, including community specific information about rules and regulations, along with information relating to their account, work orders, violations, etc.
This instant ability to provide requested information or resolve issues has helped the 24/7 Customer Care Center achieve high approval ratings from callers at the immediate point of contact. In fact, the 24/7 Customer Care Center’s satisfaction ranking from users after the first call is substantially higher than the industry average for initial customer satisfaction.
FirstService Residential Customer Care Centers achieve the following average performance metrics:
75% first call resolution rate
80% of calls answered within 45 seconds
Abandon call rate of 7% or less
Average call handling time of 5-6 minutes
Customer email inquiries responded to within 24 hours
Learn more about how FirstService Residential’s Customer Care Center can make a difference for your residents and community.
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