Assistant General Manager

Assistant General Manager

With more than 225 branch offices across North America, Associa is building the future of community for nearly five million residents worldwide. Our 11,000+ team members lead the industry with unrivaled education, expertise, and trailblazing innovation. For more than 43 years, Associa has brought positive impact and meaningful value to communities.

An Assistant General Manager is responsible for providing clerical and administrative support to the lead General Manager(s). The Assistant General Manager is the liaison to the lead General Manager(s) and homeowners primarily, but will also occasionally interact with vendors, board members and committee members, as well as staff at the Associa Client Shared Service Center (CSSC) and within the branch office.

The duties listed below are designed to describe the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Duties:

• Achieve a working knowledge of and enforce Association's governing documents, policies and rules.
• Field and respond promptly to the majority of homeowner inquiries via phone, e-mail, online, work order, letter, and/or in person. Escalate inquiries/issues as appropriate to General Manager to avoid unnecessary conflict with homeowners, to mitigate potential liability for Associa, the branch and the client, and/or if a decision is required from the Board of Directors or GM.
• Interact with vendors and assist with facilitating routine and emergency services as necessary.
• Maintain and update C3 (Complete Control of Communities) with all homeowner data and interactions.
• Maintain and update the Association's public and private online sites including but not limited to uploading required documents, updating community calendars, responding to homeowner and public inquiries, preparing and posting community announcements and/or notices, uploading community photos, facilitating user registrations/logins, escalating user inquiries/issues to appropriate support services.
• Assist in coordinating meetings, workshops, townhalls and/or community activities/events by arranging for venues and/or 3rd party services, procuring/provisioning supplies/materials, preparing and compiling documents, documenting lessons learned and/or assisting with post event action items.
• Coordinate private rentals of community facilities including but not limited to maintaining rental schedule, collection and refunding of deposits and fees, scheduling and payment of security and cleaning services, arranging facility access, pre and post inspections of facilities, maintaining appropriate supplies of cleaning and paper products and testing/inspection of facility equipment/fixtures.
• Prepare newsletters, flyers, electronic announcements and other various forms of communications to inform homeowners of maintenance service or projects, activities, meetings, etc.
• Assist in preparing and facilitating mass mailings including but not limited to annual disclosure packages, annual meeting notifications, and annual financial statement packages for all homeowners within the time frames set by state statute or governing documents.
• Assist lead General Manager in monitoring delinquent unit accounts, reviewing client delinquency reports and administering collections processes (on site and online payments, payment plans, refunds, etc.).
• Maintain property and unit files.
• Assist lead General Manager with processing new homeowner welcome packets, if applicable.
• Assist lead General Manager with issuance of amenity and gate access privileges and oversight of physical master keys.
• Support lead General Manager in performing residential lot compliance inspections as necessary including but not limited to initiating violations in C3, responding to homeowner inquiries, escalating homeowner appeals/complaints, posting compliance fees/fines as directed.
• Support lead General Manager and onsite maintenance in conducting common area inspections and coordinating appropriate services as necessary to maintain safe and clean grounds and facilities.
• Assist homeowners with understanding and submittal of Architectural Control applications and processes.
• Assist lead General Manager with procuring routine supplies/materials, preparing requests for proposals or quotes, submitting work orders with 3rd party service providers, expediting services and delivery of orders.
• Assist lead General Manager with tracking, expediting and reviewing invoices from 3rd party service providers.
• Assist lead General Manager with maintaining property fact sheets both on site and in C3.
• Participate in Associa training including Associa University webinars, etc.
• Other duties as assigned. While the list above is an extensive list of job duties, it is expected that the individual in this position is hands on and flexible in performing, assisting, and/or supervising any necessary task that is requested by our client and/or the management agent.

Knowledge and Skills:

• Knowledge of Microsoft Office products (Word, Excel, Outlook, etc.) at a proficient level.
• Knowledge of communities/property/real estate and homeowners associations.
• Knowledge of the role of the association board, the Community Association Manager, and how those roles interface with the requests of homeowners.
• Knowledge of typical business correspondence (grammar, structure, punctuation, spelling, etc.) at a proficient level.
• Knowledge of conflict resolution techniques at a proficient level.
• Professional communication skills (phone, interpersonal, written, verbal, etc.).
• Professional customer service skills.
• Self-motivated, proactive, detail oriented and a team player.
• Time management and time critical prioritization skills.

Education and Experience:

• High School Diploma or GED Required
• Associates Degree or Equivalent Experience Required
• Bachelor's Degree Preferred
• 0 – 3 years of Community Association experience

Special Requirements:

• Short distance travel may be required
• Overtime may be required.
• Frequent social interaction (in person, telephone, and online/email).
• PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is required to use hands and fingers to input data to information system; talk or hear in order to gather and provide information on departmental processes. The employee is often required to sit in order to conduct daily operational and administrative duties.
• ENVIRONMENTAL DEMANDS Work is performed in a climate-controlled office without exposure to adverse environmental conditions such as dirt, dust, pollen, odors, wetness, humidity, rain, fumes, temperature and noise extremes, machinery, vibrations, electric currents, traffic hazards, toxic agents, violence, disease, or pathogenic substances.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.