COMMUNITY SUPPORT SPECIALIST

Job Duties And Responsibilities

• Receive customer phone calls and answer questions related to the status of work orders, ARC requests, or Association responsibilities
• Maintain current community information for Welcome Packet in appropriate system location
• Manage review, assignment, and follow-up for complex Association Work Orders requiring committee approval, a board approval process, or specialized vendors
• Document actions taken with system notes
• Box, archive, and log documents for off-site storage not less than annually per Association Process compliance notices (either post-inspection or as needed) in accordance with community guidelines, add fines and hearing outcomes as directed by CAM or ACAM following a Board meeting.
• Manage, review, and process complex ARC applications (e.g. outside architect, deposit, or special plans or paperwork required)
• Maintain system entry and logs for homeowner records including parking passes, amenity reservations, deeded parking or storage
• Manage tracking and distribution of access devices for communities including keys, fobs, or parking passes
• Manage amenity reservation processes in accordance with community guidelines
• First escalation for all homeowner phone calls transferred from reception
• Depending on location, may be required to provide periodic relief for Division Receptionist (if Receptionist is absent, during lunch periods, etc.)
• Monitor for completion of ad-hoc Community Support Task items such as managing access device projects, special mailers, newsletter information
• Coverage for Division Receptionist (if Receptionist is absent, during lunch periods, etc.)
• Support updating of Association information in system of record including Board and Committee information, vendor contact information, updates to rules and maintenance obligations, and document libraries
• Coverage for Division Receptionist (if Receptionist is absent, during lunch periods, etc.)
• Coverage for Division Receptionist (if Receptionist is absent, during lunch periods, etc.)
• Coverage for Division Receptionist (if Receptionist is absent, during lunch periods, etc.)
• Coordinate with Service providers for questions, such as those related to access to the community or parking enforcement
• Support in documentation of maintenance of third-party systems utilized by specific communities
• Other duties and special projects as assigned

Qualifications

• A High School Diploma (or equivalent); Associate’s Degree preferred
• Proficiency in administrative support – generally between 1-4 years, depending on the position level
• Experience with Microsoft Office suite of products
• Ability to identify and prioritize tasks
• Ability to multi-task and provide support to multiple communities while understanding their unique rules and requirements
• Conflict resolution skills
• Highly organized and able to monitor records for pending deadlines
• Excellent written and verbal communication
• Ability to provide high-level customer service with astute attention to detail and organization
• Must be a team player
• Adaptable and dependable with a solid attendance record
• Professional and respectful demeanor with all internal and external customers at all times

Special Position Requirements (Varies By Location/Not A Global Requirement)

• None