The posting
The Receptionist serves as the primary point of contact for homeowners, vendors, and visitors, providing exceptional customer service and administrative support. This role is responsible for managing front desk operations, handling payments and documentation, coordinating communications, and supporting Community Managers and office staff. The Receptionist plays an important role in maintaining a professional, organized, and welcoming office environment while ensuring accurate records and adherence to established policies and procedures.
RESPONSIBILITIES
Front Desk & Customer Service
- Greet, welcome, and assist homeowners and visitors in a professional, courteous, and customer-focused manner.
- Respond to walk-in inquiries, by providing general information or directing individuals to appropriate staff or departments.
- De-escalate tense or sensitive situations calmly and professionally while adhering to company policies and procedures.
Phone & Communication Management
- Answer and route all incoming phone calls promptly and accurately.
- Take clear, detailed messages and ensure timely follow-up with appropriate personnel.
- Schedule appointments for Community Managers (CMs) and coordinate meeting logistics as needed.
- Serve as a primary contact for homeowner inquiries via phone, email, and in person interactions.
- Provide accurate information regarding community policies, assessments, amenities, and general HOA procedures.
- Address and resolve routine homeowner concerns, escalating complex or sensitive issues to appropriate staff as needed.
Payment Processing & Recordkeeping
- Accept payments from homeowners, including checks for assessments and other fees.
- Maintain accurate and timely records of payments received in accordance with established procedures.
- Ensure checks are properly secured and prepared for courier pickup.
- Assist with basic payment-related questions while maintaining confidentiality and accuracy.
Administrative & Office Support
- Open and close the main office in accordance with established security and operational procedures.
- Maintain the cleanliness, organization, and professional appearance of the front desk and reception area.
- Accept, sign for, and log deliveries; notify appropriate staff of received packages or materials.
- Receive, date-stamp, and distribute paperwork and documentation from homeowners.
- Assist homeowners with completing forms and required paperwork, ensuring accuracy and completeness.
Amenity Access & Documentation
- Sell and distribute amenity access devices in accordance with company policies.
- Maintain accurate records related to amenity access device issuance and payments.
REQUIREMENTS
Required Experience and Education
- High school diploma or equivalent required.
- Minimum of one (1) year of experience in a receptionist, front desk, customer service, or administrative support role.
- Basic understanding of office procedures, recordkeeping, and customer service best practices.
Preferred Experience and Education
- Prior experience in property management, HOA, or community management environments.
- Bilingual proficiency in English and Spanish.
- Experience handling cash, checks, or payment processing.
- Familiarity with appointment scheduling systems, databases, or property management software.
Skills & Competencies
- Strong customer service orientation with the ability to interact professionally with diverse individuals.
- Demonstrated de-escalation and conflict management skills.
- Excellent verbal and written communication skills.
- Strong organizational and recordkeeping abilities with attention to detail.
- Intermediate computer skills, including proficiency with email, data entry, and office management systems.
- Ability to multitask, prioritize responsibilities, and work efficiently in a fast-paced office environment.
- Ability to maintain confidentiality and handle sensitive information appropriately.
PHYSICAL REQUIREMENTS
The physical requirements can vary, but generally, they may include:
- Lifting: Ability to lift, carry, and move items weighing up to approximately 15 pounds, such as packages, office supplies, or files.
- Mobility: Ability to move throughout the office to greet visitors, receive deliveries, and assist staff as needed. Occasional walking, bending, reaching, and light physical movement throughout the workday.
- Working Conditions: Primarily performed in a professional office environment. Regular interaction with homeowners, staff, and vendors at the front desk and via phone. Minimal exposure to noise, with occasional periods of increased activity during peak hours.
- Personal Protective Gear: No personal protective equipment (PPE) is generally required for this position.
- Extended Sitting or Standing: Ability to sit or stand for extended periods while performing desk and computer-based tasks. Ability to stand for extended periods while assisting walk-in homeowners and managing front desk operations.
- Manual Dexterity: Frequent use of hands and fingers for typing, writing, filing, handling paperwork, operating office equipment, and processing payments. Ability to operate standard office equipment such as computers, phones, printers, and scanners.
- Driving: Driving is not a regular requirement of this position.
We are committed to creating an inclusive and accessible work environment. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this position. Employees are encouraged to discuss accommodation needs with their manager or Human Resources.
