Front Desk Customer Service Reprensentative

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.

• 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

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)

Preferred

• Previous HOA, property management, hospitality, or municipal experience
• Experience working in high-conflict or regulated environments
• Bilingual abilities a plus

• 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

• 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)

[Full-time / Part-time]

[Days, evenings, weekends as required]

This job description is not intended to be all-inclusive. Duties and responsibilities may change at the discretion of the Association.