COMMUNITY SUPPORT SPECIALIST

$41,600 - $47,840/Yr

Management Trust - Folsom, CA

Full-time - Entry Level

Folsom, 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 Folsom, CA, and reports directly to the Division Vice President of Community Management. The Management Trust is a community association management company that prides itself on integrity, trust, and experience, emphasizing proactive management that anticipates client needs rather than merely reacting to them. As a 100% employee-owned firm, The Management Trust encourages its Employee Owners to actively participate in the growth of the business by defining best practices and contributing to a collaborative work environment. In this role, the Community Support Specialist will partner closely with Community Association Managers (CAMs) and Assistant Community Association Managers to manage complex work orders and architectural review requests. The CSS will also handle amenity requirements, perform special projects and research, and provide various coverage, including phone support. The position requires a high level of organization and the ability to manage multiple tasks effectively while maintaining a keen attention to detail. The Community Support Specialist will be responsible for receiving customer phone calls, answering inquiries related to work orders, architectural review requests, and association responsibilities. They will maintain current community information for welcome packets, manage the review and assignment of complex association work orders, and document actions taken in the system. Additionally, the CSS will process compliance notices, manage and review complex architectural review applications, and monitor the status of these applications. The role also involves managing access devices for communities, organizing physical ballots for elections, and supporting the updating of association information in the system of record. The CSS will coordinate with service providers for questions related to community access and parking enforcement, and will assist in documenting the maintenance of third-party systems utilized by specific communities.

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 skills.
• 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.