Administrative Assistant

Job Description

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

The Administrative Assistant will assist customers with any troubles or inquiries that they might have. Must possess a service‑oriented attitude, as well as a friendly and personable demeanor. This is a full‑time position in Ann Arbor, MI.

Hours:

Monday – Friday 8:30 am – 5:00 pm EST (some overtime may be required).

• Coordinate with customers to resolve any billing inquiries.
• Act as the first point of contact for customers seeking help with products or technical issues.
• Provide troubleshooting and technical assistance to customers.
• Assess the customer's needs and translate them into solutions.
• Understand and explain a customer's account balance and provide the means for necessary changes to payment processes.
• Explain the processes of the Homeowners Association to customers.
• Calmly assist customers in emergency situations by coordinating contact to other personnel and vendors.
• Assist vendors with invoices and other questions.
• Utilize the Associa website from both Homeowners and Community Archives sides.
• Make necessary changes to Association Facts in the proprietary database when updates are required to ensure information is accurate.
• Handle prior customer service experience and the ability to handle stress.
• Update and file association documents for Community Managers.
• Assist in preparing annual disclosure packages, annual meeting notifications, and annual financial statement packages for all homeowners, and arrange bulk mailing within the time frames set by state statute or governing documents.
• Update homeowner and association information in C3 and shared files.
• Process and distribute incoming and outgoing mail for the office and associations.
• Process print jobs, scanning, and faxing as general office support when needed.
• Assist Community Manager with ARB (Architectural Review Board) application processing and perform on‑site community inspections as necessary.
• Assist with issuing key fobs, pool passes, and processing access keys.
• Other duties as assigned.

• 1–3 years of call center, customer service, high call volume, or directly related experience.
• Knowledge of general office equipment (copier, fax, phone systems, etc.).
• Knowledge of conflict resolution techniques at a proficient level.
• Professional communication skills (phone, interpersonal, written, verbal, etc.).
• Professional customer service skills.
• Self‑motivated, proactive, detail‑oriented, and a team player.
• Time management and time‑critical prioritization skills.

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.