Operations Assistant

The Villages; Florida; On-site; USD 42,000 - 54,000; Full time

Job summary

The Villages in Florida seeks a Full-Time, on-site administrative specialist to serve as the first impression for our Hometown Business Partners, residents, and staff. You will handle high-volume calls, emails, and service portals with a hospitality-driven approach, ensuring accuracy in data entry and service delivery.

Responsibilities include triaging service requests, coordinating with CPM management and vendors, and maintaining meticulous records across multiple systems.

Qualifications

• 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.
• Strong working knowledge of Microsoft Office software including Word, Excel, and Outlook, plus excellent written and oral communication skills.
• Excellent time management and 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 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.

Responsibilities

• Contribute to a team-based, shared-work model with equitable workload distribution.
• Serve as the first point of contact for staff, tenants, residents, vendors, and visitors via phone, email, and online portals.
• Answer high-volume inquiries regarding property services, facility maintenance, and community information.
• Deliver hospitality-focused service; ensure interactions are professional, courteous, and solutions-oriented.
• Perform high-volume data entry with emphasis on accuracy and data integrity across systems.
• Prioritize and manage multiple projects and priorities, following through promptly.
• Log, triage, assign, track, and elevate service requests using the system of record.
• Apply critical thinking to assess situations and determine appropriate responses.
• Dispatch CPM management, maintenance personnel, and external vendors as needed.
• Monitor open service requests and follow up with managers, vendors, and tenants.
• Elevate urgent issues promptly to ensure swift field response.
• Coordinate facility key sign-out and door lock code issuance; manage key data.
• Monitor building alerts and support incident management; communicate status clearly.
• Create and maintain records of communications, service requests, invoices, and reports.
• Prepare regularly scheduled reports and assist with data mining and analytics.
• Review service and procurement invoices for accuracy and contract compliance.
• Receive, scan, index documents for archival in ECM system.
• Manage office supply inventory and restock to support daily operations.
• Handle daily inter-office mail distribution and courier services; ensure timely delivery.
• Manage USPS mail routing, including invoices and notices.
• Maintain CPM calendar for attendance variances, shifts, and events.
• Provide admin support to Director of Commercial Property Management.
• Support compliance with CPM SOPs and company policies.
• All other duties as assigned.

Skills

Teamwork

Communication

Time management

Attention to detail

Multitasking

Problem-solving

Tools

Microsoft Office

Job description

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 inboard 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 elevate 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 elevate 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 organizational 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.
• Mange 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 communication 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.