Member Services Specialist

SUMMARY OF DUTIES AND RESPONSIBILITIES

The Member Services Specialist will ensure that our clients requesting administrative assistance will receive the highest quality of customer service. Must be a team player and able to work in a group or individually, with little direction from their supervisor, anticipating and completing the appropriate steps required to ensure the successful completion of all tasks initiated. This position will be responsible for providing support to the Community Manager for all administrative correspondence and/or tasks assigned.

PRIMARY DUTIES AND RESPONSIBILITIES include, but are not limited to:

• Answer incoming calls and emails; The call/email is to be returned within the same business day or next day; if unable to fulfill this requirement, the Supervisor must be notified.
• Architectural Applications & Letters
• Process Incoming architectural applications
• Prepare denial letters, approval letters, cease and desist letters.
  • Process fees, deposits, and refunds for billing, if applicable
  • Handle incoming calls from homeowners requesting architectural applications
  • Work directly with Board/Committee regarding applications, questions from homeowners, etc.
  • Monitor architectural applications for approval to ensure deadlines are met.
• Process items from Action List
• Non-Compliance letters
• Proposals – Bid Acceptance Letters
• Hearings – Ruling Notices
• Process Items from Property Inspection Reports
• Non-Compliance letters
• Initiate Work Orders
• Issue and generate maintenance work orders; determine whether maintenance issue is homeowner or HOA responsibility; choose the appropriate vendor relating to work that needs to be done.
• Follow up on open items in Work Order History (Due Dates)
• Send homeowner letters advising of work order confirmation, completion, pending review, etc.
• Issue Gate Remotes/Parking Stickers/Decals/Permits/Keys (pool keys, tennis court keys) per profile instructions
• Proposals
• Prepare Bid Acceptance Letters
• Prepare General Correspondence letters.
• Handle and coordinate Clubhouse Reservations, Deposits & Refunds and Coordinate Inspections
• Receive incoming calls for reservations.
• Maintain clubhouse calendar.
• Email/mail reservation application/packet
• Coordinate with Appropriate Party to release keys and/or inspect rooms.

SPECIALIZED SKILLS

Member Services Specialist must have excellent 'people skills' for building relationships with board members, homeowners, vendors and colleagues at all levels. Also needs to be able to demonstrate well established organizational skills and the ability to prioritize in an active environment with many distractions. Excellent customer service, time management, attention to detail, and written and oral communication skills are necessary to perform the essential functions of the job. Letter drafting, mail handling, and proper telephone etiquette skills are also necessary to facilitate administrative tasks. Must be able to work independently or with other team members in a fast-paced and high-volume environment while always maintaining a positive demeanor.

EDUCATION and/or EXPERIENCE

College Degree preferred but not required, at least 1-year customer service experience, 2 or more years preferred, and Community Association Management experience is preferred, but not required.

TECHNICAL REQUIREMENTS

• MS Office – Excel, Word, Outlook
• Operate office phone system – voicemail, call transfer, call hold, call park, and conference call.
• Operate standard office equipment.
• Type 70+ wpm minimum
• Internet knowledge

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 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 to move around office 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.
• 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 the Community Association Manager, 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 position is full-time, located at our regional office in Torrance. The work schedule is Monday through Friday, 8:00 a.m. to 5:00 p.m., and includes one (1) hour lunch break and two ten-minute breaks. Most of the position includes sitting in an office environment. 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 always conduct themselves in a professional manner 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.