Administrative Assistant

Description

Join our Team! Leland Management is seeking an Administrative Assistant (including Call Center duties) in the Ocala, FL area. Join our team to learn why the Orlando Business Journal has named us one of Central Florida’s Best Places to Work for 14 consecutive years, including winning first place in our category for 2021! The position is full-time (Monday thru Friday from 8:00am to 5:00pm) with competitive pay and excellent benefits.

General Summary: This individual will primarily be responsible for providing administrative support to Divisional Office Association Managers, Senior Managers, and Divisional Vice Presidents. During slower periods, this position will also take on secondary responsibilities related to Call Center Representative duties, including answering customer chat and email inquiries. The role requires a professional demeanor in both administrative and customer service tasks.

Primary Responsibilities/Essential Job Functions

Administrative Assistant Duties (Primary):

• Arrive at schedule start time, open and close the office, secure building.
• Answer telephones, screens and transfer calls to appropriate staff, take and send detailed messages as needed.
• Greet and assist clients and visitors, providing a welcoming and comfortable environment.
• Create and modify documents using Microsoft Office and other internal systems.
• Perform general clerical duties such as photocopying, faxing, mailing, scanning, and filing.
• Maintain hard and electronic filing systems.
• Manage and sign for UPS/FedEx packages; prepare and distribute outgoing mail, including bulk mail.
• Maintain cleanliness and organization of lobby, front desk, conference room, kitchen, and restroom areas.
• Research, purchase, and maintain office supplies within budgeted parameters.
• Set up and coordinate meetings and conferences in the Office Conference Room.
• Maintain the team calendar, including weekly staff schedules.
• Support staff in project-based work as assigned.
• Operate office software including email, electronic calendars, and other systems.
• Ensure discreet handling of confidential information.
• Manage Architectural Review Applications, distributing them to the appropriate boards and issuing decision letters.
• Monitor Architectural Review Applications to ensure compliance with deadlines outlined in governing documents.
• Perform other duties as assigned by management.
  
  

Call Center Representative Duties (Secondary, During Slower Periods)

• Answer and respond to inbound emails and chat inquiries regarding community association inquires, including account details.
• Return calls and voicemails, maintaining professional telephone etiquette.
• Verify and update customer information, defuse and deescalate irate customers.
• Identify customer needs and resolve issues, providing added value and support.
• Educate customers on the company website and troubleshoot issues.
• Process document uploads to imaging management software.
• Communicate with customers and staff via phone, email, and Microsoft TEAMS, multitasking as needed.
• Complete call summary notations and maintain accurate records.
• Engage in problem-solving and critical thinking for customer issues, including payment research.
• Assist with clerical tasks such as copying, mailing, scanning, and filing as necessary.
  
  

Requirements

Required Qualifications:

• Professional written and oral communication skills.
• Ability to work independently and as part of a team.
• Minimum of 2 years of clerical, administrative, or call center experience.
• Proficiency with Microsoft Office software (Word, Excel, Outlook).
• Knowledge of general office machines and telephone protocols.
• High degree of discretion when handling confidential information.
• Ability to handle a fast-paced environment and prioritize tasks effectively.
  
  

Desired Skills

• Bilingual (preferred).
• Previous experience with customer service chat (preferred).
• Knowledge of Caliber or other association software (preferred).
• Strong customer service, interpersonal, and communication skills.
• Ability to work with multiple monitors and multi-task effectively.
• Strong organizational skills and attention to detail.
• Ability to meet deadlines and manage a variety of tasks.
  
  

Scope of Responsibility: This individual will be responsible for supporting the team with both administrative tasks and call center duties, ensuring smooth operations in both areas.