COMMUNITY SUPPORT SPECIALIST

The Management Trust is a community association management company dedicated to building and maintaining communities with integrity, trust, and experience. As the only 100% employee-owned community management firm in the nation, we empower our team to actively participate in growing our business.

About the role

The Community Support Specialist (CSS) provides exceptional customer service and quality administrative support to internal and external clients, partnering with Community Association Managers (CAMs) and Assistant Community Association Managers.

Responsibilities

• Receive customer phone calls and answer questions related to work orders, ARC requests, or Association responsibilities.
• Maintain current community information for Welcome Packet in the appropriate system.
• Manage review, assignment, and follow-up for complex Association Work Orders requiring committee or board approval, or specialized vendors.
• Document actions taken with system notes; box, archive, and log documents for off-site storage annually per Association.
• Process compliance notices (post-inspection or as needed) in accordance with community guidelines; add fines and hearing outcomes as directed.
• Manage, review, and process complex ARC applications (e.g., outside architect, deposit, or special plans).
• Monitor status and timelines of ARC Applications and maintain system records.
• 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.
• Organize physical ballots returned to the office for elections.
• Serve as the first escalation point for homeowner phone calls transferred from reception.
• Provide periodic relief for Division Receptionist (if Receptionist is absent or during lunch periods), depending on location.
• Monitor completion of ad-hoc Community Support tasks, such as managing access device projects, special mailers, or newsletter information.
• Support updating Association information in the system of record, including Board and Committee details, vendor contacts, rules, maintenance obligations, and document libraries.
• Coordinate with service providers for questions related to community access or parking enforcement.
• Assist in documenting maintenance of third-party systems utilized by specific communities.
• Perform other duties and special projects as assigned.

Requirements

• High School Diploma (or equivalent); Associate’s Degree preferred.
• 1–4 years of administrative support experience, depending on position level.
• Proficiency in Microsoft Office suite.
• Ability to identify and prioritize tasks, multi-task, and support multiple communities with unique rules.
• Strong conflict resolution skills and highly organized with the ability to monitor records for pending deadlines.
• Excellent written and verbal communication skills.
• High-level customer service with astute attention to detail and organization.
• Team-oriented, adaptable, and dependable with a solid attendance record.
• Professional and respectful demeanor with all internal and external customers.
• Ability to use technology, including phone systems, reports, and office equipment, efficiently.

Essential Functions

• Use standard office equipment, including computers, phones, and copiers/scanners.
• Remain stationary for extended periods.
• Lift up to 25 pounds.
• Travel to and from offsite locations as needed.

Pay

$23.00 - $25.00 per hour, depending on experience.

Schedule

Scheduled hours will vary based on business needs. Occasional long hours may be required.