Vine Management LLC Homeowner Service Representative Oxford, FL · Full time Company website

Apply for Homeowner Service Representative

Vine Management is committed to providing exceptional community association management services. Our managers are supported by a comprehensive team of professionals, allowing them to focus on delivering superior service to our boards and homeowners. We value positive responsiveness, professional excellence, and collaborative teamwork. We offer competitive compensation, comprehensive benefits, professional development opportunities, and a supportive work environment.

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 & Responsibilities

Front Desk & Reception (30% of time)

• 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

Homeowner 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 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 (VineConnect / 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

Administrative Support (20% of time)

• Prepare board meeting packets and materials with attention to detail
• Take minutes at meetings as requested
• Process architectural review applications and maintain tracking logs
• Create and distribute newsletters, notices, and community communications
• Maintain physical and digital filing systems for easy retrieval
• Handle incoming and outgoing mail and packages
• Coordinate meeting room and amenity reservations
• Support CAM with special projects and initiatives
• Order office supplies and maintain inventory levels
• Provide clerical support including faxing, copying, and scanning documentation
• Process and maintain documentation for tenant leases, resident deeds, and ownership transfers
• Organize resident sign-up sheets and documentation for community events

Coverage Coordination (15% of time)

• Provide daily lunch coverage for CAM
• Work independently during coverage periods with confidence
• Extend hours on board meeting days to support CAM
• Open 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 access
• Handle routine decisions when CAM unavailable
• Maintain detailed message logs for seamless communication
• Coordinate schedules with team members
• Ensure seamless service continuity during CAM absences
• Address resident concerns and forward to proper entity for action when appropriate
• Observe facilities during coverage to ensure proper operation

Financial & Database Support (10% of time)

• Prepare daily deposits and maintain accurate logs
• Issue receipts and maintain transaction records
• Update owner contact information in database systems
• Generate standard reports as required
• Track violations and compliance documentation
• Assist with budget preparation materials
• Enter all sales transactions accurately into system
• Maintain resident/tenant accounts in association management software
• Reconcile daily transactions and prepare reports
• Research and respond to homeowner account discrepancies, coordinating with the accounting team as needed

Technology & Systems Management

• Association Management Software (CINC)Data entry and maintenance
• Report generation
• Resident record management
• Homeowner account research and ledger review
• Homeowner Portal (VineConnect / CINC WebAxis)Portal registration assistance
• Online payment setup support
• Request and service-ticket tracking
• Document Management Systems (SharePoint or similar)Digital file organization
• Document library maintenance
• Collaboration tools
• Access Control SystemsBadge/card issuance and management
• Security protocol maintenance
• Access troubleshooting
• Vehicle Management SystemsDecal and permit processing
• Compliance tracking
• Graphic Design & Communication Tools (Canva or similar)Flyer, graphic, and event material creation
• Newsletter and e-blast design
• Community announcement formatting
• Microsoft Office SuiteWord, Excel, Outlook proficiency
• Teams and virtual meeting platforms

Required Qualifications

Education & Experience

• High school diploma or equivalent required
• Additional administrative training or certification preferred
• Minimum 2 years proven experience as an administrative assistant, customer service representative, or in a related role
• Experience in community management or HOA environment preferred
• Customer service experience in a professional setting
• Experience handling multi-line phone systems

Technical Skills Required Software Proficiency:

• Microsoft Office Suite (Word, Excel, Outlook) - Intermediate to Advanced
• Database management and data entry
• Multi-line phone systems
• General computer literacy and ability to learn new software quickly

Must be able to learn and master:

• Association management software systems
• Homeowner portal and self-service platforms
• Document management platforms
• Access control and visitor management systems
• Financial processing software
• Graphic design and communication tools (e.g., Canva)
• Virtual meeting platforms

Core Competencies

• Professional demeanor and appearance
• Strong organizational and time-management skills
• Excellent verbal and written communication abilities
• Exceptional attention to detail and accuracy
• Ability to handle multiple tasks and prioritize effectively
• Ability to work independently during coverage periods
• Discretion and confidentiality in handling sensitive information
• Problem-solving skills and sound judgment
• Empathy and patience when serving homeowners and resolving concerns
• Team player with collaborative approach
• Customer service oriented mindset with a warm, approachable manner
• Tech-savvy and quick to learn; easily adapts to new software, systems, and tools
• Creativity and an eye for design when producing community materials and communications
• Flexibility to adapt to changing priorities

Preferred Qualifications

• Experience working with age-restricted communities (55+)
• Knowledge of HOA/community association operations
• Prior homeowner service, member service, or call-center experience
• Experience with graphic design tools (Canva or similar) and event coordination
• Bilingual capabilities (English/Spanish)
• Notary Public certification
• Experience with visitor management systems
• Background in property management or real estate
• Knowledge of Florida Statutes related to community associations
• Experience with financial processing and bookkeeping

Work Environment & Schedule

• Professional office environment within community facilities
• Regular business hours with specific coverage requirements:Daily lunch coverage for CAM
• One 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 setting
• Regular interaction with residents, vendors, and management staff
• Flexibility in scheduling required to meet community needs

Physical Requirements

• Ability to sit for extended periods while performing desk work
• Capability to walk throughout facility for inspections
• Ability to lift up to 25 pounds occasionally
• Visual acuity for computer work and document review
• Clear speaking voice for phone and in-person communication
• Ability to work independently for extended periods

Performance Expectations

• Maintain high levels of resident satisfaction through excellent customer service
• Resolve homeowner inquiries promptly, accurately, and with appropriate follow-through
• Ensure accurate and timely processing of all administrative tasks
• Demonstrate proficiency in required software systems within 90 days
• Maintain confidentiality and professional boundaries
• Support team goals and contribute to a positive office environment
• Provide reliable coverage and maintain consistent attendance
• Handle routine decisions independently during CAM absences
• Meet or exceed established performance metrics

Key Success Factors

• Greeting owners warmly and building positive relationships with residents
• Owning the homeowner experience from first contact through resolution
• Maintaining organized and accurate records
• Providing seamless coverage and support to CAM
• Professional phone etiquette and communication
• Embracing and quickly mastering new technology and tools
• Planning and organizing engaging community events and clear communications
• Proactive problem-solving
• Flexibility with scheduling needs
• Commitment to continuous learning and improvement
• Ability to work both independently and as part of a team

Why 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 opportunities
• Team collaboration and support
• Work-life balance
• Excellence in service delivery
• Creating positive community environments