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 GM or AGM 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 for roof maintenance and painting
• First escalation for all homeowner phone calls transferred from reception
• Monitor for status and timelines of ARC Applications and maintain system records as needed
• Maintain system entry and logs for homeowner records including parking passes, amenity reservations, deeded parking or storage
• Manage tracking for roof maintenance and painting
• First escalation for all homeowner phone calls transferred from reception
• Monitor for completion of ad-hoc Community Support Task items such as managing access device projects, special mailers, newsletter information
• 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
• Cookordination with Service providers for questions, such as those related to access to the community or parking enforcement managed by Master Association
• Other duties and special projects as assigned

Qualifications

• A High School Diploma (or equivalent)
• 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
• Ability to utilize technology including phone systems, reports, and office equipment to efficiently discharge tasks
• 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)

• Must have and maintain a valid driver’s license, vehicle insurance, and driving record in compliance with Company policy

Essential Functions

• Use standard office equipment, including: computer, phone, copier/scanner, etc.
• Be stationary for periods of time
• Relocate up to (25) pounds
• Travel to and from offsite locations

Schedule & Travel

• Monday-Friday from approx. 8:00 am-5:00 pm

This position may require occasional long hours to meet business needs