Customer Service Agent

Job Description

Job Description

Customer Service Representative – Property Management

Position Summary

The Customer Service Representative is responsible for providing professional, courteous, and timely service to homeowners, residents, Board members, vendors, and other stakeholders. This position serves as a primary point of contact for community-related questions and requests and helps ensure that inquiries are properly addressed, documented, and followed through.

The ideal candidate is organized, dependable, patient, detail-oriented, and able to communicate effectively in a fast-paced property management environment. Bilingual English/Spanish is a plus.

Key Responsibilities

• Serve as a primary point of contact for homeowners and residents.
• Respond to phone calls, emails, messages, and in-person inquiries professionally and promptly.
• Listen carefully to resident concerns and determine the appropriate course of action.
• Maintain a positive, professional, and solution-oriented attitude when addressing resident questions and concerns.
• Escalate issues appropriately when they require management, Board, legal, accounting, or maintenance involvement.

• Maintain accurate records of resident interactions and requests.

• Enter and maintain information accurately in property management software and databases.

• Take ownership of customer concerns from initial contact through resolution whenever possible.

Key Qualifications

• High school diploma or equivalent required.
• Previous customer service experience required; property management, HOA, condominium, or real estate experience preferred.
• Excellent verbal and written communication skills.
• Strong organizational and time-management skills.
• Professional telephone and email etiquette.
• Ability to multitask and prioritize competing requests.
• Strong attention to detail and accuracy.
• Ability to remain calm and professional when addressing challenging situations.
• Basic computer proficiency and ability to learn property management software.
• Ability to maintain confidentiality and handle sensitive information appropriately.