Benefits:
401(k) matching
Competitive salary
Paid time off
Front Desk Customer Service Representative
Homeowners Association (HOA)
Position Summary
The Front Desk Customer Service Representative serves as the first point of contact for residents, homeowners, vendors, and guests. This role is responsible for delivering professional, courteous, and consistent service while enforcing Association policies, protecting confidential information, and maintaining a calm, respectful environment—particularly during high-conflict or emotionally charged interactions.
Essential Duties & Responsibilities
Resident & Guest Services
Greet residents, homeowners, and visitors in a professional and welcoming manner
Respond to in-person, phone, and email inquiries with accuracy and courtesy
Provide general information regarding HOA rules, policies, amenities, and procedures without offering legal interpretations
Direct residents to appropriate departments, management, or Board processes as needed
Communication & Customer Service
Handle difficult, frustrated, or upset residents calmly and professionally
De-escalate conflict while maintaining HOA standards and boundaries
Document resident interactions, complaints, and requests accurately in HOA systems
Maintain neutrality and professionalism at all times—no favoritism or personal opinions
Administrative & Office Support
Log service requests, violations, work orders, and general inquiries
Assist with mail distribution, access cards, keys, or amenity reservations (as applicable)
Maintain organized records and front desk documentation
Support management with clerical tasks, meeting preparation, or resident communications
Policy Compliance & Confidentiality
Enforce HOA policies and procedures consistently and respectfully
Maintain strict confidentiality regarding resident information, Board matters, and Executive Session discussions
Follow established escalation procedures for safety, legal, or policy-related concerns
Professional Conduct
Maintain a professional appearance and demeanor at all times
Adhere to attendance, punctuality, and workplace conduct standards
Represent the Association positively to residents and the public
Qualifications
Required
High school diploma or equivalent
Minimum of 1–2 years of customer service or front desk experience
Strong verbal and written communication skills
Ability to remain calm, respectful, and professional under pressure
Basic computer skills (email, databases, Microsoft Office or similar systems)
Drivers license
Preferred
Previous HOA, property management, hospitality, or municipal experience
Experience working in high-conflict or regulated environments
Bilingual abilities a plus
Skills & Competencies
Excellent interpersonal and customer service skills
Conflict resolution and de-escalation abilities
Attention to detail and strong documentation habits
Time management and multitasking skills
Discretion, professionalism, and emotional intelligence
Work Environment & Physical Requirements
Office/front desk setting with frequent interaction with the public
Ability to sit or stand for extended periods
Occasional lifting of office materials (up to 20 lbs)
Schedule
Part-time - 30 hrs. per week
Days with flexibility (minimal)
Disclaimer
This job description is not intended to be all-inclusive. Duties and responsibilities may change at the discretion of the Association.