RESIDENT SERVICES

Resident Services Team

Since 1996, Lieberman Management Services, Inc. has successfully differentiated itself from the marketplace by providing superior customer service to its homeowners. The reason why LMS stands out as a leader in the residential property management industry is because the company has dedicated time and resources to its Resident Services Team and designed and implemented a Call Center to support the over 32,000 residences under management.

For the past six years, LMS has trained and employed a staff of Resident Services Representatives, implemented networked computers and call center equipment, and has designed and integrated a state-of-the-art computer processing and tracking system. These pieces work together to provide a high level of service to the homeowners under our management care.

The Resident Services Department is made up of a team of professionals with real estate or customer service experience. This Team answers the residents' calls and are empowered to answer questions and initiate work orders on behalf of the property manager. They act on detailed data that they have access to from the computer system. When answering resident inquiries they rely on the property's individualized Property Profile which contains everything from directions to the property to phased maintenance programs and from utility data to garbage pick-up information. Typically, the Resident Services Team assists 150-300 residents per day by answering all of their common and not so common inquiries. We have found that when it comes to their home, our homeowners truly appreciate speaking to a "live" and informed professional.

Emergency Contacts

We all recognize that the emergency will occur. Hopefully, most will be minor in nature. However, some will be major catastrophic losses endangering life safety or the physical property of the Association. In either case, we are prepared, (24 hours per day, 7 days a week) to respond with the full resources of the Lieberman organization.

After hours, we maintain a highly sophisticated communications service whose staff is trained to interpret the nature of the problem and route the call to key management personnel who control the full resources of our Management Team. Every member of our Management Team, from the Chairman and the President, to the on-site managers and engineers, is equipped with a digital pager and/or cellular telephone. All Property Managers have cellular telephones. The key representatives of the Board can be assured that we are in touch, available, and ready to respond at all times.

All Property Managers maintain a list of the key service contractors and vendors with their home or emergency contact telephone numbers. In general, we only do business with those service contractors who can provide our Associations with complete after-hours service.

In our on-going commitment to provide excellent customer service to our Associations, we have found that our strength lies in our ability to effectively and efficiently manage resources. These resources are employees, on-site staff, contractors, time, money and information. We have been able to create a win-win for all parties involved. The Association is rewarded with increased return on investment and pride of ownership, the homeowner receives a higher level of service, and the Lieberman Management Services enjoys higher account retention.