What are the responsibilities and job description for the Administrative Specialist position at Associa?
Join us in delivering excellence across every customer touchpoint, where every interaction reflects our commitment to partnership, accuracy, and 5-star performance.
We are seeking an energetic, client-focused Administrative Specialist to join our dynamic SaaS organization supporting multiple brands and over 50 branch locations. This multi-faceted role blends administrative precision with customer advocacy and front-line service support.
As a trusted partner to both internal and external clients, you will manage the accounts receivable process, provide exceptional service support, and ensure efficient operational flow. You will also take ownership of customer interactions, delivering proactive, solution-oriented assistance and striving to exceed expectations with every contact.
If you’re passionate about process, customer success, and delivering 5-star service—and have a strong background in administrative operations and support—we invite you to join us in driving excellence across our growing enterprise
Customer Advocacy & Support
- Answer inbound calls, chat messages, web form inquiries, and emails in a professional and timely manner.
- Proactively contact customers or internal partners via phone after case submission to acknowledge receipt and confirm understanding of the request.
- Own the customer inquiry from start to resolution—serving as the single point of contact—ensuring clarity, consistency, and accountability.
- Deliver 5-Star Remarkable Service Standards with every interaction, act with empathy, urgency, and accuracy.
- Ask satisfied customers for a 5-Star Google review and contribute positively to Net Promoter Score (NPS) goals.
- Demonstrate a customer-first mindset in all decisions and communications.
Administrative Support & Operations
- Pick up, scan, and distribute mail daily to appropriate internal departments.
- Order and track office supply inventory and prepare related expense reports.
- Manage and resolve cases through the Salesforce system within 24–48 hours of receipt.
Accounts Receivable & Check Processing
- Post checks with precision and scan images to designated departments.
- Generate deposit reports to ensure transparency and reconciliation accuracy.
- Investigate lost checks, process refund requests, and maintain minimal error rates in AR processes.
Collaboration & Continuous Improvement
- Participate in cross-functional initiatives and collaborate with Settlements, Customer Support, and Corporate Accounting.
- Engage in training programs to improve software knowledge and client handling techniques.
- Identify and suggest improvements for system or process efficiency.
Qualifications:
- High school diploma or general education degree (GED).
- Associate degree or higher preferred.
- 2 years of experience in administrative support, customer service, AR/AP, or SaaS operations.
- Proficiency with Salesforce or similar CRM platforms and ticketing systems.
- Effective communication, active listening, and relationship-building skills.
- High attention to detail and ability to manage multiple priorities independently.
- Proficiency in Microsoft Office Suite and comfort with digital workflow tools.