Homeowner Service Representative

We are seeking a professional, detail-oriented Administrative Assistant / Homeowner Service Representative to be the welcoming face of our community office. This dual-function role combines front-line homeowner service with the administrative backbone that keeps the office running. The ideal candidate ensures smooth office operations, delivers excellent resident service, and serves as a trusted resource for homeowners on accounts, requests, and community matters.Working collaboratively with the Community Association Manager (CAM), this role provides continuous coverage and supports all aspects of community management while owning the homeowner experience from first contact through resolution. This position offers strong potential to grow to full-time based on community needs.As an Administrative Assistant / Homeowner Service Representative, you will be a key contributor to the smooth and efficient operation of our community association office and the primary point of contact for the residents we serve.This role requires an individual with excellent communication and multitasking skills who will play a crucial part in handling administrative tasks, managing office procedures, resolving homeowner inquiries, and providing support to various departments. The ideal candidate will maintain the highest standards of customer service and administrative excellence while building positive, lasting relationships with the community.Essential Duties & ResponsibilitiesFront Desk & Reception (30% of time)Serve as first point of contact for residents and guests, creating a welcoming environmentAnswer multi-line phone system professionally and efficientlyGreet visitors and provide assistance with a customer-service oriented approachProcess access cards, parking permits, car decals, and guest passesMaintain visitor log and security protocolsHandle routine inquiries and requests promptlyDirect complex issues to appropriate staff membersMaintain professional reception area appearance and organizationWelcome residents and assist with obtaining clubhouse access cards and community rulesProcess resident registrations for visitor management systemsMaintain comprehensive front desk tracking spreadsheetsHomeowner Service & Resident Relations (25% of time)Greet every owner with a warm, friendly, and genuine welcome, setting a positive tone for every interaction in person, by phone, and by emailServe as the primary point of contact for homeowner questions, concerns, and service requests across phone, email, and in-person channelsRespond to homeowner inquiries regarding account balances, assessments, payments, and statements with accuracy and discretionLog, track, and follow up on homeowner requests through to resolution, ensuring no inquiry falls through the cracksExplain community rules, policies, and procedures to residents in a clear, friendly, and professional mannerReceive and route maintenance and common-area work requests to the appropriate vendor or staff member, then confirm completion with the homeownerDe-escalate resident concerns with empathy and sound judgment, escalating to the CAM when appropriateAssist homeowners with portal access, online payment setup, and self-service tools (VineConnect / CINC homeowner portal)Maintain a service-first mindset that reflects Vine's commitment to partnering with communities, not just managing themDocument homeowner interactions and resolutions in the association management system for continuity and follow-upIdentify recurring homeowner issues and surface trends to the CAM for proactive resolutionQuickly learn and confidently adapt to new technology, software, and tools to better serve homeowners and streamline office workflowsHelp plan, organize, and coordinate community events, from scheduling and sign-ups to setup, vendor coordination, and day-of supportDraft and send community communications, including announcements, notices, newsletters, and e-blasts to homeownersCreate polished graphics, flyers, and event materials using design tools such as Canva to promote events and community updatesAdministrative Support (20% of time)Prepare board meeting packets and materials with attention to detailTake minutes at meetings as requestedProcess architectural review applications and maintain tracking logsCreate and distribute newsletters, notices, and community communicationsMaintain physical and digital filing systems for easy retrievalHandle incoming and outgoing mail and packagesCoordinate meeting room and amenity reservationsSupport CAM with special projects and initiativesOrder office supplies and maintain inventory levelsProvide clerical support including faxing, copying, and scanning documentationProcess and maintain documentation for tenant leases, resident deeds, and ownership transfersOrganize resident sign-up sheets and documentation for community eventsCoverage Coordination (15% of time)Provide daily lunch coverage for CAMWork independently during coverage periods with confidenceExtend hours on board meeting days to support CAMOpen office on Saturdays as scheduled (typically once monthly)Work one later weekday shift per week (approximately 10:00 AM to 6:00 PM) to accommodate residents who need after-hours accessHandle routine decisions when CAM unavailableMaintain detailed message logs for seamless communicationCoordinate schedules with team membersEnsure seamless service continuity during CAM absencesAddress resident concerns and forward to proper entity for action when appropriateObserve facilities during coverage to ensure proper operationFinancial & Database Support (10% of time)Prepare daily deposits and maintain accurate logsIssue receipts and maintain transaction recordsUpdate owner contact information in database systemsGenerate standard reports as requiredTrack violations and compliance documentationAssist with budget preparation materialsEnter all sales transactions accurately into systemMaintain resident/tenant accounts in association management softwareReconcile daily transactions and prepare reportsResearch and respond to homeowner account discrepancies, coordinating with the accounting team as neededTechnology & Systems ManagementAssociation Management Software (CINC)Data entry and maintenanceReport generationResident record managementHomeowner account research and ledger reviewHomeowner Portal (VineConnect / CINC WebAxis)Portal registration assistanceOnline payment setup supportRequest and service-ticket trackingDocument Management Systems (SharePoint or similar)Digital file organizationDocument library maintenanceCollaboration toolsAccess Control SystemsBadge/card issuance and managementSecurity protocol maintenanceAccess troubleshootingVehicle Management SystemsDecal and permit processingCompliance trackingGraphic Design & Communication Tools (Canva or similar)Flyer, graphic, and event material creationNewsletter and e-blast designCommunity announcement formattingMicrosoft Office SuiteWord, Excel, Outlook proficiencyTeams and virtual meeting platformsRequired QualificationsEducation & ExperienceHigh school diploma or equivalent requiredAdditional administrative training or certification preferredMinimum 2 years proven experience as an administrative assistant, customer service representative, or in a related roleExperience in community management or HOA environment preferredCustomer service experience in a professional settingExperience handling multi-line phone systemsTechnical Skills Required Software Proficiency:Microsoft Office Suite (Word, Excel, Outlook) - Intermediate to AdvancedDatabase management and data entryMulti-line phone systemsGeneral computer literacy and ability to learn new software quicklyMust be able to learn and master:Association management software systemsHomeowner portal and self-service platformsDocument management platformsAccess control and visitor management systemsFinancial processing softwareGraphic design and communication tools (e.g., Canva)Virtual meeting platformsCore CompetenciesProfessional demeanor and appearanceStrong organizational and time-management skillsExcellent verbal and written communication abilitiesExceptional attention to detail and accuracyAbility to handle multiple tasks and prioritize effectivelyAbility to work independently during coverage periodsDiscretion and confidentiality in handling sensitive informationProblem-solving skills and sound judgmentEmpathy and patience when serving homeowners and resolving concernsTeam player with collaborative approachCustomer service oriented mindset with a warm, approachable mannerTech-savvy and quick to learn; easily adapts to new software, systems, and toolsCreativity and an eye for design when producing community materials and communicationsFlexibility to adapt to changing prioritiesPreferred QualificationsExperience working with age-restricted communities (55+)Knowledge of HOA/community association operationsPrior homeowner service, member service, or call-center experienceExperience with graphic design tools (Canva or similar) and event coordinationBilingual capabilities (English/Spanish)Notary Public certificationExperience with visitor management systemsBackground in property management or real estateKnowledge of Florida Statutes related to community associationsExperience with financial processing and bookkeepingWork Environment & ScheduleProfessional office environment within community facilitiesRegular business hours with specific coverage requirements:Daily lunch coverage for CAMOne later weekday shift per week (approximately 10:00 AM to 6:00 PM)Extended hours on board meeting days (typically monthly)Saturday office coverage as scheduled (typically once monthly)Clean, climate-controlled office settingRegular interaction with residents, vendors, and management staffFlexibility in scheduling required to meet community needsPhysical RequirementsAbility to sit for extended periods while performing desk workCapability to walk throughout facility for inspectionsAbility to lift up to 25 pounds occasionallyVisual acuity for computer work and document reviewClear speaking voice for phone and in-person communicationAbility to work independently for extended periodsPerformance ExpectationsMaintain high levels of resident satisfaction through excellent customer serviceResolve homeowner inquiries promptly, accurately, and with appropriate follow-throughEnsure accurate and timely processing of all administrative tasksDemonstrate proficiency in required software systems within 90 daysMaintain confidentiality and professional boundariesSupport team goals and contribute to a positive office environmentProvide reliable coverage and maintain consistent attendanceHandle routine decisions independently during CAM absencesMeet or exceed established performance metricsKey Success FactorsGreeting owners warmly and building positive relationships with residentsOwning the homeowner experience from first contact through resolutionMaintaining organized and accurate recordsProviding seamless coverage and support to CAMProfessional phone etiquette and communicationEmbracing and quickly mastering new technology and toolsPlanning and organizing engaging community events and clear communicationsProactive problem-solvingFlexibility with scheduling needsCommitment to continuous learning and improvementAbility to work both independently and as part of a teamWhy Join Vine Management?At Vine Management, we are committed to providing exceptional community association management services. We partner with communities, not just manage them. Our administrative and homeowner service professionals are supported by a comprehensive team, allowing them to excel in their roles while making a meaningful impact in the communities we serve. We value:Professional development and growth opportunitiesTeam collaboration and supportWork-life balanceExcellence in service deliveryCreating positive community environments
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