Senior Community Manager

SENIOR COMMUNITY MANAGER

SUMMARY OF DUTIES AND RESPONSIBILITIES

Senior Community Manager is responsible for the day-to-day responsibilities of managing a portfolio of community associations ensuring the highest quality of service is provided to our board members, homeowners, and vendor partners to maintain client satisfaction and retention. The Senior level position is given to those managers that have a proven track record of excellent management or that have more than ten (10) years of CID experience. Senior Community Manager may be called upon to assist the Directors or Executive Team with additional responsibilities.

PRIMARY DUTIES AND RESPONSIBILITIES (Sr. Community Manager) include, but are not limited to:

General

• Answer all incoming calls and emails; if unable to take a call/email, the call/email is to be returned within the same or next business day
• Voice mail messages are to be retrieved regularly throughout the day
• Every effort should be made to assist clients on their first contact with the Company. Whenever Manager receives a phone call where they are unable to assist, the Manager should do their best to locate another employee who can assist. If no one is available offer to take the caller’s name and number for a return call; never ask the caller to call back
• Attend board meetings
• Prepare and bring necessary items for board meetings (i.e. print extra agendas and sign in sheet, bring Optimum pens and business cards)
• Meet all contractual obligations for each Association
• Review Association financial statements on a monthly basis and be prepared to provide a verbal summary at each board meeting
• Submit “extra” charges in accordance with contracts on the appropriate form
• Ensure proper budget preparation is completed for each Association on an annual basis
• Prepare mailouts and billing inserts
• Keep up to date with California Civil Code and laws governing associations
• Guide, mentor and assist the Board to make sound, prudent and lawful business decisions
• Resolve issues reported by board members and homeowners, if unable to resolve inform Director
• Complete all items in accordance with the Association’s Annual Calendar and update calendar each month
• Guide clients to a healthy financial outcome
• Attend trade organization luncheons, trade shows or educational classes as requested by supervisor or as needed in order to keep certifications in good standing (i.e. CMCA, CACM, PCAM, etc.)
• Update Association Profile when changes occur (i.e. change in vendor, board members, committee members, system changes and/or process & procedures, etc.)
• Assist any walk in clients/vendors as needed
• Complete company training as assigned, attend all mandatory functions and adhere to Optimum’s standards of operation
• Attend weekly manager meetings
• Maintain an organized, tidy workspace
• Display integrity, loyalty, confidentiality, and professionalism at all times with clients and associates
• Maintain an out of office message on your voicemail and email when away from your desk for an extended period of time on a normal business day or if you are out of the office for an extended period of time (i.e. vacation, flex, sick, industry function, etc.)
• Emergency On-Call: respond to after hour emergencies calls within 15 minutes and notify answering service that call has been handled
• Complete items assigned to you on New Account Checklist for new accounts that may be assigned to you
• Comply and perform all contractual obligations for accounts

Directors Reports

• Prepare Directors Report in accordance with company standards and format
• Report must be given to Director to review at least 9 working days prior to mailing deadline and prior to copying
• Report must be distributed to each board member 7 days prior to the board meeting
• All Directors Reports must be scanned and maintained as part of Optimum records

Property Inspections

• Perform Property Inspections per contract
• Prepare Property Inspection Report following inspection and include in Director Report
• Inspections should be no longer than time allotted in Association’s contract; otherwise, submit overtime invoice

Minutes

• Transcribe and submit to Director for review day after meeting and email to board within 5 days
• Transcribe minutes in accordance with company standard verbiage and format
• General Session and Executive Session minutes must be transcribed separately
• All signed minutes must be scanned and saved in the Minute Folder
• Minutes except for Executive Session must be scanned to HomeWise

Action Items

• Transcribe Action List the day after meeting and email to board within 5 days
• Complete Action Items prior to following board meeting
• Request for Proposals are to be completed first to allow vendor the time needed to submit proposal for next board meeting
• Prepare Bid Comparison when presenting more than one (1) proposal for board review and approval
• Present minimum of three (3) proposals per Management Agreement

Invoice Processing / Payables

• Review, approve and code invoices

SPECIALIZED SKILLS

• Senior Community Manager must have strong comprehensive, listening and communication skills in order to receive/collect input and execute responsibilities based on the requirements of the organization. Must have good ‘people skills’ for building relationships with colleagues at all levels. Also needs to be able to demonstrate well established organizational skills and the ability to prioritize in an active team environment with many distractions. Excellent customer service, time management, attention to detail, and written and oral communication skills are necessary in order to perform the essential functions of the job. Letter drafting, mail handling, and proper telephone etiquette skills are also necessary in order to facilitate administrative tasks. The ability to read and interpret documents such as CC&Rs, Bylaws and other governing documents, is required. Must be able to write efficient routine reports and correspondence and have the ability to speak effectively before groups of clients or employees of the organization. Have the ability to work independently or with a team in a fast-paced and high volume environment exuding leadership and the ability to motivate others maintaining a positive attitude at all times.

EDUCATION and/or EXPERIENCE

Bachelor’s Degree preferred but not required, at least three (3) years Community Association Management experience with proven ability to manage associations to the satisfaction of the Board of Directors.

CMCA, CCAM, AMS, or PCAM certification required.

TECHNICAL REQUIREMENTS

1. MS Office – Excel, PowerPoint, Word, Outlook
2. Operate Office Phone System – voicemail, call transfer, call hold, call park, and conference call
3. Operate Office Equipment – copy machines, fax machines, postage meter, envelope stuffing machine, and other general office equipment
4. Type 60+ wpm minimum
5. Understand Internet
6. Vantaca operating system
7. Create and maintain spreadsheets
8. Valid CA Driver’s License

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Light physical effort (lift/carry/move objects up to 30 lbs)
• Must have finger dexterity for typing/using a keyboard
• Must be able to hear in order to receive telephone calls and voice mail messages
• Must be able to sit for long periods of time, keyboarding in front of computer terminal
• Must be mobile in order to move around office in order to make copies, process mail, faxes and filing
• Walking, moving about on foot to accomplish tasks, particularly for long distances or moving from one work site to another, as well as walking association properties
• Other frequent physical demands of the position are standing, talking, hearing, carrying, pushing, pulling, stooping, crouching, reaching, handling, and repetitive motions, eye/hand/foot coordination
• Specific vision abilities required by this job include close vision, distance vision and the ability to adjust focus

MENTAL DEMANDS

While performing the duties of this job, employees are regularly required to use written and oral communication skills; read and interpret data, information and documents; analyze and solve non-routine and complex office administrative problems; use math and mathematical reasoning; observe and interpret situations; learn and apply new information or skills; perform highly detailed work on multiple, concurrent tasks; work under intensive deadlines with frequent interruptions; and interact with Community Association Managers, staff, customers, the public and others encountered in the course of work, some of whom may be dissatisfied or unmannerly individuals.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the primary duties and responsibilities of the job. The majority of the position includes sitting in an office environment requiring walking throughout the day to copy rooms and surrounding offices. The noise level in the work environment is usually moderate. This position requires some physical effort including, lifting boxes up to 30 lbs., and does not entail operating controls, large machines or equipment.

All employees are required to conduct themselves in a professional manner at all times and adhere to all company policies and procedures. This job description is not limited to the items listed above. Other assignments may be required as deemed necessary by supervisor.

The above statements reflect the general information considered necessary to describe the principal functions of the job and should not be construed as a detailed description of all work requirements which may be inherent in the position.