Administrative Assistant

POSITION SUMMARY:

Lakewood Ranch is recognized as the fastest-selling multi-generational community in the United States, offering a rich lifestyle, exceptional location, economic vitality, and diverse neighborhood choices unmatched elsewhere. The New Home Center is one of the first points of contact for visitors to Lakewood Ranch, and plays a key role in communicating these benefits and delivering personalized, accurate, and engaging information that helps prospective residents confidently make Lakewood Ranch their home. Together, the team creates welcoming and informative customer experiences while building and maintaining positive client relationships through prompt, professional service.

The Administrative Assistant of the New Home Center supports the daily operations by providing administrative and customer service support to the Community Guide team, Realtor Liaison, and New Home Center Manager. This role is responsible for collecting and maintaining customer information that supports ongoing marketing initiatives and enables continued communication throughout the customer journey.

WORK SCHEDULE:

- Tuesday & Wednesday 9:30 am – 5:30 pm (2 days per week) 

- Additional days and hours for time-off coverage

- Additional hours for special events or activities may be occasionally required.

ESSENTIAL FUNCTIONS / RESPONSIBILITIES:

• Greet and welcome visitors to the New Home Center and assist Community Guides with visitor registration.
• Collect, verify, and maintain customer, Realtor, and contract information in the CRM system to support accurate reporting and lead tracking, utilizing data from digital and onsite registrations, marketing campaigns, builder model traffic, Realtor outreach, and accounting reports.
• Manage digital registration tools and ensure customer data is captured accurately and in accordance with established processes.
• Enter customer activities in CRM to inform guides of customers' follow-up communication needs.
• Maintain accurate records of walk-in traffic, phone inquiries, and customer interactions to support reporting.
• Prepare and distribute daily traffic and activity reports using CRM and customer activity data for management and builder partners.
• Research, compile, verify, and maintain accurate Realtor and brokerage contact information from industry resources, event lists, and other sources to support outreach initiatives and relationship management.
• Monitor Realtors' Central Registration Program enrollment, coordinate completion of required forms via Docusign, and maintain accurate CRM documentation.
• Facilitate customers' registration of a Realtor by assisting with form completion, CRM updates, and DocuSign processing.
• Organize and categorize Realtor contacts in CRM and tracking systems to support targeted communications.
• Provide administrative support for the New Home Center, including mailing collateral, processing invoices, ordering supplies, and completing assigned clerical tasks.
• Maintain inventory and presentation of marketing collateral, customer materials, and homeowner gifts within the New Home Center.
• Assist customers with LWR merchandise purchases, including processing transactions and providing excellent customer service.
• Review and respond to digital and phone inquiries, provide general information, and route inquiries to the appropriate team member or department.
• Engage with visitors when Community Guides are unavailable by identifying initial needs, answering basic questions, and coordinating a seamless handoff to a Guide.
• Participate in ongoing training programs, staff meetings, builder meetings, and other professional development activities.
• Support special events, community events, and onsite activities as needed.
• Maintain a working knowledge of Lakewood Ranch communities, builders, amenities, lifestyle offerings, and local resources to support customer service and provide accurate directions and information

SKILLS & ABILITIES:

• Exceptional interpersonal skills, including strong listening abilities
• Demonstrates warmth, professionalism
• Ability to comply with operating procedures and guidelines (as outlined in the Handbook)
• Adaptable to changes in business model and business environment
• High level of situational awareness, self-awareness and the ability to remain calm under pressure
• Strong time management, with the ability to quickly shift between tasks while maintaining accuracy
• Neat, professional appearance
• Team-oriented with a collaborative approach to supporting colleagues and achieving shared goals
• Conscientious and detail-oriented, with the ability to support sound decision-making and uphold operational best practices.
• Flexible and adaptable in responding to changing customer traffic levels and operational priorities.
• Experience with data entry and database management, preferably within a CRM system.
• Proficient in Microsoft Office Suite, including Outlook, Word and Excel.
• Ability to quickly learn and retain detailed information about communities, builders, amenities, and services.
• Availability to work irregular hours (not Monday – Friday schedule)
• Represents SMR, the developer of LWR, as a marketing agent for the community
• Understands and acts in accordance with SMR company vision and company core values

WORK ENVIRONMENT: This position will be based at the Lakewood Ranch New Home Center (NHC) on Main Street, a fully open space office environment.

LWR Communities offers competitive salary commensurate with skills and experience. 

LWR Communities is a Drug Free Workplace. If offered a job, candidates will need to successfully pass a pre-employment drug test. Please note that the company Drug Free Workplace policy includes reasonable suspicion, post-accident, and random testing.

LWR Communities is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, sexual orientation, protected veteran status, disability, age, or other legally protected status.