Customer Care Center
Customer Care Center – WE’RE “Hear” for you!
Our Customer Care Center was created to enhance the prompt and responsive service our clients have come to expect. We know that when your homeowners have a question, they want an answer quickly. This is why Wentworth has a team of over fifteen customer-care representatives waiting to personally take your homeowner’s call, without involving voicemail or a receptionist. This team is led by a seasoned customer service professional dedicated to educating and guiding our representatives. Individual calls are randomly monitored to conduct quality of service assessments and hold times are closely monitored. Our goal is to ensure that every caller has a positive customer experience, every time. Your community will receive a dedicated phone number allowing residents to connect with a friendly representative who will answer all questions. We can also develop a customized welcome message to alert homeowners about urgent topics in the community or to simply remind them of an upcoming board meeting.
Our customer care representatives are provided with an database of over seven hundred questions and answers specific to your community. This means your homeowners will receive the right answer – consistently. If we’re not able to answer a question, the call will be escalated to the community manager who will be alerted to follow up. If there’s an emergency (day or night), your community manager is contacted immediately.
Tracking Calls
Wentworth provides all of our board members with a detailed call log of every call we receive for your community. This includes information and comments about the call. This report provides the board with insight into what the needs of their homeowners are and how the call was handled.
Recording Calls
We understand that from time to time, there may be a need to review a call that was taken in our customer care center. This is why we record every call, providing additional support and information to help you make decisions and give accurate responses to your homeowners.
