What are the responsibilities and job description for the Customer Service Representative (Front Desk/Receptionist) position at LPI Property Management, LLC?
Position Summary:
The Customer Service Representative (Front Desk/Receptionist) serves as the first point of contact for homeowners, board members, vendors, and visitors, providing exceptional customer service and administrative support. This position is responsible for managing front desk operations, answering and directing incoming calls, greeting visitors, responding to homeowner inquiries, processing incoming correspondence, and supporting the management team with various administrative tasks. The Customer Service Representative plays a key role in maintaining positive relationships with residents and clients by delivering prompt, courteous, and professional service while ensuring the efficient operation of the office.
The ideal candidate is highly organized, customer-focused, and capable of handling a high volume of calls and inquiries in a fast-paced environment. This position requires strong communication skills, attention to detail, proficiency with office technology, and the ability to maintain confidentiality while representing the company in a professional manner at all times.
Key Responsibilities:
- Answer inbound customer calls in a professional, friendly, and efficient manner.
- Provide accurate information regarding services, account inquiries, and general HOA policies.
- Resolve customer complaints and issues by identifying the cause of the problem and offering appropriate solutions.
- Maintain a high level of software, HOA policy, and service knowledge to assist customers effectively.
- Record and document customer interactions and transactions in our system.
- Follow up on customer inquiries or unresolved issues to ensure satisfaction.
- Maintain a positive, empathetic, and professional attitude toward customers at all times.
- Meet or exceed individual and team performance goals, including call response time, issue resolution, and customer satisfaction.
- Escalate complex issues to higher-level support teams when necessary.
- Stay updated on HOA policies, software database and industry trends.
Qualifications:
- Serve as the primary receptionist and first point of contact for the company.
- Answer, screen, and route incoming telephone calls.
- Greet and assist homeowners, board members, vendors, and visitors.
- Respond to homeowner inquiries and direct requests to the appropriate department or manager.
- Process incoming and outgoing mail, packages, and correspondence.
- Maintain homeowner records and update information in management software systems.
- Assist with preparing and distributing community communications, notices, and documents.
- Support management staff with administrative projects and data entry.
- Schedule appointments, meetings, and conference room usage as needed.
- Maintain a professional and welcoming office environment.
- Adhere to company policies regarding confidentiality, customer service, and data security.
Skills & Competencies:
- High school diploma or equivalent required; associate degree preferred.
- Minimum of 1-2 years of customer service, receptionist, administrative, or office support experience.
- Strong verbal and written communication skills.
- Proficiency with Microsoft Office Suite and office equipment.
- Ability to manage multiple tasks and priorities simultaneously.
- Excellent organizational and time management skills.
- Professional appearance and demeanor.
- Ability to work independently and as part of a team.
- Experience in property management, homeowner associations (HOAs), or real estate is preferred but not required.
- Bilingual skills are a plus
Work Environment:
- This position operates in a professional office environment within a fast-paced HOA property management company. The Customer Service Representative regularly interacts with homeowners, board members, vendors, visitors, and employees while managing a high volume of phone calls, emails, and walk-in inquiries. The position requires the use of standard office equipment and computer software, including Microsoft Office and property management systems. The employee must be able to remain professional and organized while handling multiple tasks and priorities in a busy office setting. Office location is in Friendswood, Texas.
M-Th 9am to 5pm; Friday 9am- 4pm. The office is closed from 12 to 1pm daily for lunch.