Client Support Administrator

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. To learn more, visit www.associaonline.com.

Job Description

Associa Chicagoland is seeking a Client Support Administrator in our Chicago office location to primarily provide customer service to unit owners, Board members, support managers and office leadership to handle day-to-day administrative activities. We are a growing company, and always seeking qualified individuals with a strong work ethic, a commitment to excellence, the willingness to go above and beyond and a desire to join an incredible team.

One of the main goals of our company is to keep our team of hardworking professionals happy and motivated. That’s why we are looking for a friendly, enthusiastic business professional who is flexible and committed to working hard. You will work together with our hard-working team delivering unsurpassed management and lifestyle services. You will have the exciting opportunity for growth in a company that has earned The Great Place to Work® six years in a row and counting. You will also be challenged by the high-energy, fast pace environment where you will be a key player in providing excellent, leadership service to homeowners and Board members. If you want a vital position helping implement & develop business processes, you are well-spoken and have excellent multi-tasking skills then consider working for us.

Basic Functions

Responsible for providing exceptional customer service to our clients. Also responsible for supporting the community manager(s) in their role by being an extension of a manager without making decisions of a manager. Required to work internally with other departments to ensure tasks are completed accurately and efficiently.

REPORTING RELATIONSHIPS

This position reports to the designated Regional Director or Vice President.

Duties & Responsibilities

• Provide support to Community Managers by acting as first point of contact for homeowners and other customers via phone call, email, TownSq, and in-person office visits, and documenting all communications appropriately in the company database.
• Assess the customer's needs and translate into solutions.
• Provide information to customers seeking help with association processes or procedures.
• Coordinate with customers to resolve any payment or billing inquiries.
• Enter work orders and submit to vendors; perform follow ups on open work orders.
• Perform initial troubleshooting/technical assistance for customers before referring to IT.
• Become familiar with all aspects of assigned associations, including but not limited to, type, amenities, governing documents, procedures, etc..
• Become familiar with all aspects of assigned associations, including but not limited to, type, amenities, governing documents, procedures, etc..
• Have a working knowledge of the company database and all programs necessary to perform job.
• Provide the necessary research and response to all correspondence pertaining to, including but not limited to, homeowner accounts, vendor accounts, architectural, noncompliance, understanding of resale requirements/documentation, general community information, etc.. Shall consult with community manager when needed.
• Review architectural applications for completeness, input into database and forward per association instructions and comply with the policy and procedures of the company.
• Prepare notices, letters and correspondence for community manager to review and sign.
• Maintain Association databases: Update information as needed regarding board changes, community changes, vendors, events, Association facts, utilize notes for all owner communications, etc. in accordance with the policy and procedures of the company.
• Complete research projects as needed in areas such as accounting, architectural, non-compliance, etc..
• Maintain the Secretary of State Annual Report, Tax Filings, Audits, Insurance spreadsheets in accordance with the policy and procedures of the company.
• Complete a variety of forms for accounting, mail processing center, community managers, etc. as required.
• Work with community managers, vendors and other co-workers during community emergency situations
• Assist with the annual meeting process in accordance with the policy and procedures of the company.
• Assist community managers with various tasks, including but not limited to, completing action list items, preparing agendas, update management reports, compile documents, copies of Board packets, drafting bid specifications, repair quotes, insurance, drafting newsletters, and other various documents to inform owners of maintenance services or projects, activities, meetings, etc..
• Assist the community managers with monitoring client delinquency rates and collection process. Applying legal charges to client accounts, when assigned.
• Manage and maintain return mail in accordance with the policy and procedures of the company.
• Assist in meeting preparation, including but not limited to, identifying and securing a meeting location, placing or providing signage, sign in sheet, etc..
• Maintain resident information in C3 to ensure the information is accurate.
• Provide the necessary customer service for the entry gates, keys, codes, pool passes, etc. in accordance with policy and procedures of the association and company.
• Monitor and respond to TownSq requests, upload documents, utilize calendars for reservations (when applicable), monitor & escalate forum posts that need to be addressed.
• Field and respond promptly to escalated owner work requests and inquiries via phone, email, letter and/or in person, with assistance from CAM.
• Assist in processing of new owner welcome packets, as applicable.
• Assist in owner violation processing.
• Participate in Associa trainings including Associa University and Degreed specified curriculum.
• Process all returned homeowner resolution forms in accordance with company policy and procedures.
• Handle all incoming & outing mail and packages. Assist all vendors, clients and visitors in the Chicago office.
• Additional duties may be assigned as needed by immediate supervisor.
• While the above is an extensive list of job responsibilities, 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 clients and/or management.
  
  

Requirements

• Education: High School Diploma or Equivalent.
• Experience: A minimum of two (2) years of administrative experience.
• Previous experience in community management preferred.
• Able to read, write, and orally communicate clearly in English.
• Strong computer abilities are required including but not limited to Microsoft Word, Excel, and Outlook.
• A preferred accurate typing ability of 45 wpm.
• Must have a clear understanding of how to compose business correspondence.
• Should have a basic understanding of all general office equipment and etiquette.
• Excellent organizational, multi-tasking and customer service skills are required.
• Ability to work effectively in a team environment and be self-motivated and exercise good judgment.
• Requires basic math skills and an understanding of basic accounting practices and principles.
• The position also requires managing multiple priorities and problem-solving.
• Strong attention to detail and organizational skills are required.
• Must be able to communicate clearly both verbally and written. Discretion is of the utmost importance.
  
  

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.