HOA - Customer Service Representative
Job DescriptionInvitation Homes is a fast-paced evolving publicly traded REIT that is pioneering a new industry with over 100,000 single family rental homes under management. We are a team of more than 1,700 associates who come from all walks of life. We call different communities “home,” but our shared values bind us together. Invitation Homes is a place where possibilities live.The HOA Customer Service Representative serves as the primary liaison between residents, HOAs, and internal teams. This role ensures timely resolution of HOA-related issues, supports compliance processes, and delivers exceptional service through clear communication and proactive problem-solving.What You’ll Do Review dashboards to identify required actions, prioritize tasks, and monitor aging items to prevent delays in curing violations or processing HOA requirements.Provide clear guidance to residents on HOA expectations and deadlines, obtain required documentation, and record all interactions and progress notes in Salesforce.Manage HOA-required tenant registrations and application submissions, partnering with internal teams to resolve discrepancies and ensure timely approvals for move-ins and access.Serve as the first point of contact for HOA-related property concerns, document issues, and coordinate resolutions that meet HOA expectations.Answer incoming calls using service principles and Genuine CARE, achieve performance targets for call handling, and escalate sensitive or complex issues while maintaining ownership of the resident experience.Maintain professional relationships with HOAs and management companies, and work closely with Compliance Coordinators, Leasing, OCS, and local market teams to support curing steps, application completeness, and resolution of escalated issues.Who We’re Looking For High School or GEDMinimum four years of customer service and/or HOA/property management experience(4) year degree or (4) years in property management or relative field preferredProperty Management experience preferredARM, CAM, CPM, PCAM accreditations preferredYARDI knowledgeable preferredFamiliarity with federal fair housing laws and applicable local housing provisionsAbility to multitask using a variety of IT platforms simultaneouslyKnowledge of Yardi is preferredMust be proficient in Microsoft software applicationsAbility to solve problems constructivelyExcellent customer service skills both internal and externalProficient verbal and writing skillsExcellent organizational skills and ability to multi-task with accuracySalary RangeThe salary range for this position is: $17.90 - $31.03, plus individuals may be eligible for an annual discretionary bonus. Actual compensation within the range will be dependent upon the individual's skills, experience, qualifications, location, and applicable employment laws.Compensation and BenefitsTo attract and retain top talent, we're pleased to offer competitive compensation and benefits, including:Annual bonus programHealth, dental, v...