COMMUNITY SUPPORT SPECIALIST

$41,600 - $45,760/Yr

Management Trust - San Diego, CA

Full-time

San Diego, CA

About the position

The Community Support Specialist Level 2 (CSS) at The Management Trust is a pivotal role that focuses on delivering exceptional customer service and providing quality administrative support to both internal and external clients. This position is based in San Diego, CA, and reports directly to the Associate Vice President of Community Management. The CSS is tasked with a variety of responsibilities that include managing complex work orders and architectural review requests, coordinating amenity requirements, and performing special projects and research. The role requires a proactive approach to anticipate the needs of community association managers and residents, ensuring that all inquiries and requests are handled efficiently and effectively. In this role, the Community Support Specialist will receive customer phone calls, addressing questions related to work orders, architectural review requests, and association responsibilities. Maintaining current community information for welcome packets and managing the review and assignment of complex association work orders are also key duties. The CSS will document actions taken in the system, archive documents for off-site storage, and process compliance notices in accordance with community guidelines. Additionally, the specialist will manage and process complex architectural review applications, monitor their status, and maintain system records as necessary. The position also involves managing the distribution of access devices, overseeing amenity reservation processes, and organizing physical ballots for elections. The CSS serves as the first escalation point for homeowner phone calls transferred from reception and may provide relief for the division receptionist as needed. The role requires excellent organizational skills, the ability to prioritize tasks, and a commitment to providing high-level customer service with attention to detail. The Community Support Specialist will also support the updating of association information in the system of record and coordinate with service providers for various inquiries.

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 (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.
• 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.

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.