When have you had a problem with a homeowner or tenant before? How did you handle the situation?

One of the greatest responsibilities of a community association manager is ensuring neighborhoods and developments are well maintained and safe for homeowners and tenants. Because of this, the community association manager has significant interaction and communication with the residents which means there may be times when issues arise. The interviewer wants to know how you've handled problems with homeowners or tenants before. If you've never worked with residents before, that's ok! Instead, share how you've handled problems with customers or clients as these situations may share similarities. Keep your response centered on problem-solving and customer service and show the interviewer you can be empathetic to others' perspectives but still get issues resolved.

"I've never worked directly with homeowners or tenants but all of my previous roles involved customer service and resolving issues. One instance involved a customer who was upset because their monthly bill had increased. I can understand how frustrating that might be so I did some research to find out why the bill had increased, provided a thorough explanation to the customer, and offered ways they could save on their services. The customer appreciated the explanation and calmed down quickly when I offered other options to save money."