JOB DESCRIPTION
Bilingual Receptionist (Spanish/English)
Reports To
Director of Operations
FLSA Status
Non-Exempt, Full-Time
Department
Administration
Location
San Antonio, TX (in-office)
Direct Reports
None
Position Summary
The Bilingual Receptionist is the first point of contact for the company, in person, by phone, and by email, for homeowners, board members, vendors, and visitors. This role requires fluent, professional communication in both English and Spanish, since a meaningful share of homeowner and vendor contacts will be Spanish-speaking. The receptionist manages the front desk, routes inquiries to the correct Community Association Manager or department, maintains accurate records of incoming requests, and handles sensitive homeowner information with discretion. This role is often a homeowner's first impression of the company, and the professionalism and accuracy of this position directly affects client retention.
Essential Duties and ResponsibilitiesFront Desk and Visitor Management
- Greet and check in visitors, homeowners, vendors, and board members professionally in English or Spanish as required
- Answer, screen, and route incoming phone calls to the correct Community Association Manager, department, or voicemail
- Maintain a visitor log and follow company security procedures for office access
- Manage the front office's appearance and readiness during business hours
Homeowner and Caller Communication
- Respond to general homeowner inquiries in English or Spanish, and escalate community-specific issues to the assigned Community Association Manager
- Assist with amenities access and coordination of homeowner reservations of amenities, to include tracking deposit checks and reservation fees
- Take detailed, accurate messages and enter them into the company's system so nothing is lost between the front desk and the assigned manager
- Translate basic homeowner correspondence and front-desk signage between English and Spanish as needed
- Maintain a calm, professional tone with upset or frustrated callers and know when to escalate a call rather than attempt to resolve it directly
Administrative Support
- Process incoming and outgoing mail and packages, including sorting and routing to the correct manager or department
- Maintain office supply inventory and place orders as needed
- Schedule appointments, board meeting rooms, and conference calls as requested by managers
- Enter and update homeowner contact information and basic case notes in company systems (uManage/eUnify)
- Support document preparation, copying, scanning, and filing for the Community Management and Operations teams
Confidentiality and Data Handling
- Handle homeowner personal and financial information (account numbers, payment status, contact details) with strict confidentiality
- Follow company policy for verifying a caller's identity before releasing any account-specific information
- Report any suspected attempt to obtain homeowner information through misrepresentation or social engineering to the Director of Operations immediately
Minimum Qualifications
- Fluent, professional-level speaking and writing ability in both English and Spanish, required
- 1+ years of experience in a front desk, receptionist, customer service, or administrative support role
- Comfortable with a multi-line phone system and basic office software (email, calendar, word processing)
- Strong data entry accuracy and attention to detail
- Must pass a criminal background check, given this role's access to homeowner personal information and the physical office
Preferred Qualifications
- Prior experience in property management, HOA management, real estate, or another client-facing service industry
- Experience with uManage, eUnify, or similar property/community management software
- Formal training or coursework in business Spanish or translation (if not a native speaker)
Core Competencies
- Professional composure: represents the company well with every caller and visitor, including difficult ones
- Language accuracy: communicates clearly and correctly in both English and Spanish, without relying on guesswork for unfamiliar terms
- Discretion: understands what information can and cannot be shared, and with whom
- Organization: keeps messages, mail, and scheduling requests accurate and moving without items falling through the cracks
Risk and Screening Notes for Hiring
This role has regular access to homeowner personal information and is often the first line of defense against social engineering attempts to obtain account information. The following steps are recommended before extending an offer:
- Criminal background check, covering at minimum the past 7 years
- Verification of claimed Spanish fluency through a live bilingual interview segment, not a self-reported skill level alone
- Reference check with a prior supervisor who can speak specifically to reliability, attendance, and handling of confidential information
Physical and Work Environment Requirements
- Primarily seated, in-office work at a front desk workstation during business hours
- Ability to use a multi-line phone system and standard office equipment for extended periods
- Occasional lifting of mail, packages, or office supplies, generally under 20 pounds
Success Metrics (First 90 Days)
Area
Success Metric
Call Handling
Calls answered and routed correctly within company standard hold time
Message Accuracy
Messages and case notes logged accurately with no lost requests
Bilingual Service
Spanish-speaking callers and visitors served without needing a second staff member
Confidentiality
Zero incidents of unverified information release
Compensation and Classification
This is a non-exempt, full-time position under FLSA. Compensation is commensurate with experience. Specific pay rate to be determined by the Director of Operations based on company budget.
This job description reflects the general nature and scope of the role. It is not an exhaustive list of every task the position may require, and duties may be adjusted as the company grows.
Pay: $22.00 - $23.00 per hour
Work Location: In person
