Client Success Associate

Description

Job Summary The Client Success Associate (CSA) provides administrative and operational support to Team Leaders and Property Managers across a designated portfolio. This role serves as an internal support resource, assisting with back-office tasks, documentation, follow ups, and escalated issues that fall outside the scope of centralized support teams. The position is administrative in nature and focused on execution, documentation, and internal coordination. The CSA supports operational teams through assigned tasks while remaining within established reporting and workflow structures. Key Responsibilities

• Provide day-to-day administrative support to Team Leaders and Property Managers, including tracking requests, preparing documentation, and coordinating follow-ups with internal departments.
• Assist with processing chargebacks, credits, and account corrections.
• Submission of reimbursement requests for boards and staff.
• Respond to and manage escalated resident inquiries, working closely with Property Managers and internal teams.
• Track escalations to ensure issues are documented, followed through, and closed in a timely manner.
• Assist Property Managers with annual meeting preparation, including compiling notices, coordinating logistics, organizing materials, and supporting post-meeting follow-up documentation.
• Help ensure required records and communications related to meetings are properly tracked and filed.
• Assist in coordinating new-hire paperwork for building staff, including onboarding documents and required forms, working with other teams as needed.
• Assist with maintaining organized records related to building staff documentation.
• Provide requested property information and documentation to brokers, attorneys, and other authorized third parties.
• Coordinate with internal departments to gather and distribute required materials for sales, refinancing, or legal inquiries.
• Log and track chargebacks, credits, reimbursements, and escalated issues to ensure items are approved, processed, and closed.
• Upload, organize, and retain required supporting documentation in company systems and shared folders.
• Perform other administrative and clerical tasks in support of Property Managers and Team Leaders, as assigned.
• Respond to phone calls, messages, and emails promptly—within a few hours and no later than 24 hours.
• Promote ancillary services such as construction management, energy solutions, and brokerage services when appropriate.
• Collaborate with internal departments including financial management, compliance, transitions, applications, closings, leasing, and project management.
• Complete special projects for clients as assigned.
• Provide coverage and support for assigned accounts during Property Manager absences, including vacations or leaves, to ensure continuity of service and communication.
• Champion the use of RSS, CSS, and HODA:
  • Forward resident inquiries directly to the RSS team.
  • Encourage managers to continue submitting tickets directly to the CSS team

Skills & Qualifications

• Previous customer service, hospitality, office, or property management experience preferred
• Strong verbal and written communication skills
• Professional demeanor with a service‑oriented mindset
• Highly organized with strong attention to detail
• Ability to multitask and prioritize in a fast‑paced environment
• Proficient with basic computer systems and office software (property management system experience a plus)

Physical & Work Requirements

• On‑site position within a residential community
• Ability to sit or stand for extended periods
• May require occasional evenings or weekends based on community needs

What We Offer As a full-time exempt associate, you will be eligible for full comprehensive benefits to include your choice of multiple medical plans, dental, vision, life insurance, short term disability, legal, and identity theft. You will also be eligible for company paid life insurance, long term disability, and benefits from our employee assistance program. In addition, you will be eligible for paid time off, paid holidays, and a 401k with company match. Compensation: $28.85-33.65$/hourly

Automated Employment Decision Tool (AEDT) Usage: We may utilize an Automated Employment Decision Tool (AEDT) in connection with the assessment or evaluation of candidates. The AEDT is designed to assist in objectively evaluating candidate qualifications based on specific job-related characteristics.

Job Qualifications and Characteristics Assessed: The AEDT evaluates candidates based on job qualifications and characteristics pertinent to the role, including skills, experience, and competencies relevant to the position requirements. These qualifications are determined by the unique needs of each role within our company.

Alternative Selection Process or Reasonable Accommodations: Candidates who require an alternative selection process or a “reasonable accommodation,” as defined under applicable disability laws, may make a request through our designated contact channel View email address on click.appcast.io.

Requesting Information About the AEDT - NYC Local Law 144: Candidates who reside in New York City and are subject to NYC Local Law 144 may request information about the AEDT, including details on the type of data collected, the sources of such data, and our data retention policies. To submit a request, please contact us at View email address on click.appcast.io; we will respond in accordance with Local Law 144, within 30 days.