COMMUNITY SUPPORT SPECIALIST (Administrative Assistant)

Management Trust - Tualatin, OR

Full-time - Entry Level

Tualatin, OR

About the position

The Community Support Specialist (CSS) at The Management Trust is a pivotal role designed to provide exceptional customer service and administrative support to both internal and external clients. This position is integral to the smooth operation of community association management, where the CSS partners closely with Community Association Managers (CAMs) and Assistant Community Association Managers. The CSS is responsible for managing complex Work Orders and Architectural Review requests, ensuring that all community information is current and accurately maintained. This role also involves performing special projects and research, as well as providing coverage for various administrative tasks, including phone support. In this role, the CSS will receive customer phone calls, addressing inquiries related to work orders, Architectural Review Committee (ARC) requests, and other association responsibilities. The position requires maintaining up-to-date community information for Welcome Packets and managing the review, assignment, and follow-up of complex Association Work Orders that may require committee or board approval. The CSS will document actions taken in the system, ensuring that all records are accurate and accessible. Additionally, the CSS will be responsible for processing compliance notices, managing complex ARC applications, and monitoring the status and timelines of these applications. The role includes maintaining logs for homeowner records, managing access devices for communities, and overseeing amenity reservation processes. The CSS will also be the first point of escalation for homeowner phone calls transferred from reception and may provide relief for the Division Receptionist as needed. This position requires a high level of organization, attention to detail, and the ability to manage multiple tasks effectively while providing high-level customer service.

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 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.
• 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.
• 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 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.

Requirements

• 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.