Homeowner (HOA) Support Specialist

Job Description

Job Description

The HOA Support Specialist will provide residents, board members, managers, and vendors with information in response to inquiries, concerns, and requests about products and services. In addition, the HOA Support Specialist will resolve account questions, complaints, errors, billing, and other queries. The HOA Support Specialist may occasionally log and document homeowner’s calls if necessary or directed by management.

Job Responsibilities

Essential Duties:

• Professionally handle incoming requests from residents, board members, vendors, managers, and regional directors and ensure that issues are resolved both promptly and thoroughly.
  • Collaborate directly with property managers, regional directors, internal departments, and associates to ensure a timely resolution of all inquiries.
  • Document the appropriate resolution of all interactions within the appropriate systems and applications.
  • Resolve all open inquiries within prescribed timelines while meeting all key performance indicators.
  • Thoroughly and efficiently gather information from residents, board members, and vendors, access their accounts and evaluate their needs, educate them where applicable to prevent the need for future contacts, and document interactions through contact tracking.
  • Provide quality service and support in a variety of areas.
  • Review and close all homeowner service tickets and open calls in Vantaca that are not specifically awaiting a Community Association Manager's or Accounting Team Member response.
  • Maintain an open line of communication with property managers, regional directors, and internal departments and associates.
  • Maintain a balance between company policy and customer benefit in decision-making. Handles issues in the best interest of both customer and company.
  • Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.
  • Work cross-functionally to effectively solve client-facing problems.
  • Coordinate:
    • Assessment and late fees.
    • Move in/out – scheduling – including making special arrangements.
    • Clubhouse and party room reservations.
    • Assist with providing resale documents.
    • Assist with homeowner document requests.
    • Create and close work orders.
    • Additional assignments and duties may be assigned from time to time.

Additional Duties:

• Must maintain regular and punctual attendance to required shifts, meetings, training, and related employment engagements to support position responsibilities and duties. Any alterations to the required schedule must be reviewed and approved, in advance by your manager.
• Always conduct business with the highest standards of personal, professional, and ethical conduct.
• Perform or assist with any operations as required to maintain workflow and meet deadlines.
• Ensure all safety precautions are followed while performing the work.
• Follow all policies and standard operating procedures as instructed by management.
• Perform any range of special projects, tasks, and other related duties as assigned.
• May participate in any variety of meetings and work groups to integrate activities, communicate issues, obtain approvals, resolve inquiries and issues, and maintain a specified level of knowledge about new developments, requirements, policies, and regulatory guidelines.

Education:

Required - High School diploma or GED.

Preferred - Associate degree in business or related field, or equivalent combination of education and experience.

Experience:

Required - 2+ years of customer service experience in a service industry setting.

Preferred – Real estate experience a plus.

Job Knowledge, Skills & Proficiencies:

Strong proficiency in Windows and Microsoft Office, (Outlook, Word, OneNote, Teams, and Excel, etc.).

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Interact effectively, communicate clearly, and understand meeting the needs of others.
• Excellent organization, planning, motivation, and interpersonal skills.
• Critical thinking, complex problem-solving, judgment, and decision-making ability.
• Must have a strong work ethic and be detail-oriented with excellent multitasking skills.
• Ability to prioritize work, meet deadlines, and work well under pressure.
• Ability to work with sensitive or confidential information.
• Ability to work in a team environment as well as independently and be self-driven.
• Ability to accept feedback and apply feedback to work.
• Ability to learn and navigate new technology platforms.
• Ability to work independently with integrity.

Physical Requirements & Working Environment:

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job.

Able to maintain focus despite numerous interruptions and surrounding conversations.

Skilled in effective verbal communication and articulating ideas clearly.

Ability to talk on the phone and work on a computer for long periods of time

Able to lift to 35 pounds.

Able to see objects closely to print; read instructions and recognize numerals.

Occasionally reaches at or above the shoulder height.

Able to sit at a desk for extended periods while working on a computer throughout the day (monitor, keyboard, and mouse use).

Ability to work extended/flexible hours occasionally.