COMMUNITY SUPPORT SPECIALIST II

Location: Tacoma, WA. Reporting To: Division Vice President of Community Management. Status: Non‑Exempt, Full‑Time.

Purpose

The Community Support Specialist (CSS) is responsible for providing exceptional customer service and quality administrative support to both internal and external clients, including partnering with Community Association Managers (CAMs) and Assistant Community Association Managers, managing complex Work Orders and Architectural Review requests, managing amenity requirements, performing special projects/research, and providing various coverage (e.g., phone).

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 the appropriate system location.
• Manage review, assignment, and follow‑up for complex Association Work Orders requiring committee approval, board approval, or specialized vendors; document actions taken with system notes.
• Box, archive, and log documents for off‑site storage at least annually per Association.
• Process compliance notices (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); monitor status and timelines and maintain system records.
• Maintain system entry and logs for homeowner records including parking passes, amenity reservations, deeded parking, or storage.
• Track and distribute access devices for communities (keys, fobs, 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 for all homeowner phone calls transferred from reception.
• Provide periodic relief for Division Receptionist when absent or during lunch periods, as needed.
• Monitor completion of ad‑hoc Community Support tasks such as access device projects, special mailers, and newsletter information.
• Support updating of Association information in the system of record, including Board and Committee information, vendor contacts, rule updates, maintenance obligations, and document libraries.
• Coordinate with service providers for questions related to community access or parking enforcement.
• Assist in documentation of maintenance of third‑party systems utilized by specific communities.
• Perform other duties and special projects as assigned.

Qualifications

• High School Diploma (or equivalent); Associate’s Degree preferred.
• 1–4 years of administrative support experience, depending on position level.
• Proficiency with Microsoft Office suite.
• Ability to identify and prioritize tasks.
• Strong multitasking skills and ability to support multiple communities while understanding their unique rules and requirements.
• Conflict resolution skills.
• Highly organized with the ability to monitor records for pending deadlines.
• Excellent written and verbal communication.
• High‑level customer service with meticulous attention to detail and organization.
• Team‑player attitude.
• Competence with technology including phone systems, reports, and office equipment.
• Adaptable, dependable, and solid attendance record.
• Professional and respectful demeanor with all internal and external customers at all times.

Schedule

Monday‑Friday 8:00 am‑5:00 pm. Scheduled hours may vary based on the needs of the business. This position may require occasional long hours to meet business needs.

Pay

$20.00 – $24.00 per hour, depending on experience.