Community Support Services Associate

Provide residents, board members, managers, and vendors with information in response to inquiries, concerns, and requests about products and services. Resolve account questions, complaints, errors, billing, and other queries. Occasionally log and document residents’ calls as directed by management. This position is ideal for individuals seeking a career path in property management or general business operations.

Responsibilities

• Professionally handle incoming requests from residents, board members, vendors, managers, and regional directors, ensuring prompt and thorough resolution of issues.
• Collaborate with property managers, regional directors, internal departments, and associates to ensure timely resolution of all inquiries.
• Document resolutions of all interactions within appropriate systems and applications.
• Resolve all open inquiries within prescribed timelines while meeting key performance indicators.
• Gather information from residents, board members, and vendors; access accounts; evaluate needs; educate to prevent future contacts; and document interactions.
• Provide quality service and support across various areas.
• Review and close homeowner service tickets and open calls in Connect or other appropriate systems not awaiting a Community Association Manager’s response.
• Maintain open communication with property managers, regional directors, and internal departments.
• Balance company policy and customer benefit in decision-making, handling issues in the best interest of both.
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer experience.
• Work cross-functionally to solve client-facing problems.
• Assist residents and triage inquiries including but not limited to:
  • Account/Contact Updates
  • Account Balance/Ledgers
  • Resale Process
  • Document/Form Requests
  • Architectural Modifications
  • Compliance
  • Access Control
  • Complaints/Disputes
  • Work Orders
• Perform additional assignments and duties as assigned.

Requirements

• Associate’s degree in business or related field preferred, or equivalent combination of education and experience.
• Critical thinking, problem-solving, judgment, and decision-making abilities.
• Proficiency in computer programs like Microsoft Office, Outlook, and Windows.
• Ability to work with sensitive and/or confidential information.

Skills

• Capable of sitting, standing, stooping, kneeling, pushing, shoving, lifting, and carrying objects up to 25 lbs following safety procedures.
• Ability to climb several flights of stairs if necessary.
• Must be able to sit and stand for extended periods.
• Must communicate effectively both on the phone and in person to resolve issues.
• Finger dexterity for typing/using a keyboard.
• Mobility to move around the office and property, including lengthy walks on uneven areas.
• Continuous talking and hearing to communicate with guests, supervisors, and associates.
• Capable of working extended hours, including evenings, weekends, and holidays as necessary.
• Ability to work in both indoor (controlled climate) and outdoor (variable climate) settings.
• Must interact with diverse individuals, remain mentally alert, detail-oriented, and possess good reasoning skills.
• Ability to work on multiple assignments simultaneously with frequent interruptions, changes, and delays while remaining focused and cheerful.
• Must remain alert to safety, health, and environmental concerns.
• Ability to work effectively in potentially stressful environments due to adversarial situations.
• If hybrid work schedule is arranged, must maintain productivity equal to or better than in-office work, with a distraction-free remote environment.

Benefits

• Full comprehensive benefits including multiple medical plans, dental, vision, and others.
• Time off benefits and paid holidays.
• 401k with company match.

Pay

$19.00/hour

Schedule

• Full-time exempt position.
• Hours over and above normal office hours may occur, including evenings, holidays, and some weekends.
• Schedule is subject to change based on business needs.
• Occasional travel may be required for training and other company functions.
• Hybrid work schedule flexibility is subject to change by department leaders based on performance and work requirements.