COMMUNITY SUPPORT SPECIALIST

Job Description

Job Description

The Management Trust
Position Title: Community Support Specialist 
Location: Lacey, WA at Jubilee
Reporting To: Regional Manager 
Status: Non-Exempt, Full-Time
Salary: $22.00 - $24.00/Hourly DOE

COMPANY PROFILE:
The Management Trust is a community association management company. We believe that building and maintaining a community takes more than just hammers and nails. It takes integrity, trust, experience, and support. Our success is based on the belief that effective management anticipates our clients’ needs, not merely reacts to them. We are a company of creative and committed individuals driven by grand aspirations and are proud to be the only 100% employee-owned community management firm in the nation. Our Employee Owners are encouraged to actively participate in growing our business by helping define best practices every day. It is in this spirit that we encourage you to explore this opportunity to join The Management Trust team.

EMPLOYEE OWNER POSITION PURPOSE:
The Community Support Specialist (CSS) is responsible for providing exceptional customer service and quality administrative support to both internal and external clients, including, but not limited to: 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 various coverage (i.e. 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 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 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 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 and distribution of access devices for communities including keys, fobs, or parking passes
• Manage amenity reservation processes in accordance with community guidelines
• Manage and organize physical ballots returned to office for elections
• First escalation for all homeowner phone calls transferred from reception
• Depending on location, may be required to provide periodic relief for Division Receptionist (if Receptionist is absent, during lunch periods, etc.)
• 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
• Coordinate with Service providers for questions, such as those related to access to the community or parking enforcement
• Support in documentation of maintenance of third-party systems utilized by specific communities
• Other duties and special projects as assigned

QUALIFICATIONS:
• High School Diploma (or equivalent); Associate’s Degree preferred
• 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):
• None

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

SUPERVISES OTHERS? IF SO, LIST:
• None

SCHEDULE & TRAVEL:
• Scheduled hours will vary based on the needs of the business
• This position may require occasional long hours to meet business needs

The Management Trust is an Equal Opportunity employer. We celebrate and support diversity.

TMT reserves the right to modify this job description at any time based on business need.