Operations Assistant

Within the spirit of “Making People’s Dreams Come True”, this position serves as the departmental representative of first impressions as the primary point of contact for our Hometown Business Partners, internal stakeholders, and residents. This role is responsible for delivering a hospitality-driven service experience while managing high-volume communications, service requests, and data entry with a strong emphasis on accuracy and data integrity.

Full Time, On Site Position

Benefits for full time eligible positions:
Medical (HSA/FSA), Dental, and Vision | 401K and/or ROTH | PTO & Paid Holidays | Basic Life & AD&D | The Villages Charter School eligibility | and much more!

Responsibilities:

• Contribute to a team-based, shared-work model in which all team members perform common responsibilities, leveraging excellent teamwork, proactive communication, and collaboration to ensure equitable workload distribution and efficient task completion in support of our mission.
• Serve as the first point of contact for staff, tenants, residents, vendors, and visitors via phone, email, and online service portals.
• Answer high-volume inbound calls and respond to inquiries regarding property services, facility maintenance, and general Villages community-related information.
• Deliver a high level of hospitality-focused service, ensuring all interactions are professional, courteous, and solutions-oriented to enhance the customer experience.
• Perform high-volume data entry with a strong emphasis on accuracy, consistency, and maintain data integrity across all systems.
• Effectively prioritize and manage multiple projects & completing priorities simultaneously and follow through in a timely and efficient manner.
• Log, triage, assign, track, and escalate service requests using system of record and/or most appropriate resource system.
• Apply strong critical thinking and problem-solving skills to assess situations, determine appropriate responses, and make informed dispatch decisions.
• Dispatch CPM management, maintenance personnel, district of department resources, and external vendors based on urgency, location, assignment, and scope of work.
• Monitor open service requests to ensure timely completion of documentation and follow up as needed with assigned managers, vendor resources, and tenants on status and satisfaction.
• Recognize urgent or high-risk issues and escalate communications promptly and effectively to appropriate personnel to ensure swift response in the field.
• Coordinate facility key sign-out and door lock code issuance; manage key system data.
• Monitor building system alerts and support incident management protocols and coordinate emergency response efforts (e.g., fire alarms, water leaks, power outages) by ensuring verbal and written situational status communications are clear, concise, consistent, and timely.
• Create and maintain accurate records of all communications, service requests, purchase orders, COIs, sales reports, invoices, inspection letters, dispatch activities, etc.
• Conduct research, compile data, and create statistical reports; assist in the preparation of regularly scheduled reports.
• Receive and review service and procurement invoices for accuracy, coding, and contract or PO compliance, index, and process invoices into system of record in a timely manner.
• Receive, create, mark, scan, and index documents for accurate archiving with the designated enterprise content management system ensuring proper organization and retrieval.
• Manage office supply inventory, including tracking usage, receiving & processing requests, ordering supplies, receiving supply shipments, and restocking to ensure adequate inventory is consistently available to support daily operations.
• Manage daily inter-office departmental mail distribution and coordinate outgoing mail and courier documents and services to ensure timely and accurate delivery.
• Receive, sort, scan, and route daily USPS mail delivery, including invoices and notices.
• Manage and update the CPM calendar to accurately reflect departmental attendance variances, coverage schedules, on-call shifts, and special events (e.g., building on-test).
• Provide administrative support to the Director of Commercial Property Management, including coordination of materials, calendar management, and general support functions.
• Serve as a reliable and detail-oriented resource for property and facility managers, and operations directors, by assisting with data mining, report generation, and administrative support tasks.
• Support and ensure compliance with established CPM SOPs and company policies.
• All other duties as assigned.

Education & Experience Requirements:

• Minimum of three (3) years of related experience and/or training, or equivalent combination of education and experience.
• Experience with commercial property management, commercial facility management, or construction/trades preferred.
• Must have strong working knowledge and use of Microsoft Office software including Word, Excel, and Outlook as well as excellent written and oral communications skills.
• Excellent time management skills and the ability to prioritize work.
• Ability to work efficiently with frequent interruptions and effectively manage high volumes of work serving a diverse customer base.
• Excellent calendar management skills, including the coordination of complex executive meetings.
• Proven ability to manage multiple tasks while interacting with all levels of people.
• Attention to detail, critical thinking, and problem-solving skills.