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.

• Serve as first point of contact for residents and guests, creating a welcoming environment
• Answer multi-line phone system professionally and efficiently
• Greet visitors and provide assistance with a customer-service oriented approach
• Process access cards, parking permits, car decals, and guest passes
• Maintain visitor log and security protocols
• Handle routine inquiries and requests promptly
• Direct complex issues to appropriate staff members
• Maintain professional reception area appearance and organization
• Welcome residents and assist with obtaining clubhouse access cards and community rules
• Process resident registrations for visitor management systems
• Maintain comprehensive front desk tracking spreadsheets

• Greet every owner with a warm, friendly, and genuine welcome, setting a positive tone for every interaction in person, by phone, and by email
• Serve as the primary point of contact for homeowner questions, concerns, and service requests across phone, email, and in-person channels
• Respond to homeowner inquiries regarding account balances, assessments, payments, and statements with accuracy and discretion
• Log, track, and follow up on homeowner requests through to resolution, ensuring no inquiry falls through the cracks
• Explain community rules, policies, and procedures to residents in a clear, friendly, and professional manner
• Receive and route maintenance and common‑area work requests to the appropriate vendor or staff member, then confirm completion with the homeowner
• De‑escalate resident concerns with empathy and sound judgment, escalating to the CAM when appropriate
• Assist homeowners with portal access, online payment setup, and self‑service tools (Vine Connect / CINC homeowner portal)
• Maintain a service‑first mindset that reflects Vine's commitment to partnering with communities, not just managing them
• Document homeowner interactions and resolutions in the association management system for continuity and follow‑up
• Identify recurring homeowner issues and surface trends to the CAM for proactive resolution
• Quickly learn and confidently adapt to new technology, software, and tools to better serve homeowners and streamline office workflows
• Help plan, organize, and coordinate community events, from scheduling and sign‑ups to setup, vendor coordination, and day‑of support
• Draft and send community communications, including announcements, notices, newsletters, and e‑blasts to homeowners
• Create polished graphics, flyers, and event materials using design tools such as Canva to promote events and community updates

• Prepare board meeting packets and…