Customer Service Representative- HOA

Job Description
Invitation 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 GED
Minimum four years of customer service and/or HOA/property management experience
(4) year degree or (4) years in property management or relative field preferred
Property Management experience preferred
ARM, CAM, CPM, PCAM accreditations preferred
YARDI knowledgeable preferred
Familiarity with federal fair housing laws and applicable local housing provisions
Ability to multitask using a variety of IT platforms simultaneously
Knowledge of Yardi is preferred
Must be proficient in Microsoft software applications
Ability to solve problems constructively
Excellent customer service skills both internal and external
Proficient verbal and writing skills
Excellent organizational skills and ability to multi-task with accuracy
Salary 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 Benefits
To attract and retain top talent, we're pleased to offer competitive compensation and benefits, including:
Annual bonus program
Health, dental, vision, and life insurance
Long-term and short-term disability insurance
Generous paid time off plans include vacation accrual, sick time, standard holidays and floating holidays
401(k) with company matching contributions
Awesome work environment with casual dress
Team events and gatherings (Pre- and Post-Covid)
Invitation Homes is an equal opportunity employer committed to fostering a diverse, inclusive and innovative environment with the best associates. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status or any other factor protected by applicable federal, state or local law. If you have a disability or special need that requires accommodation, please contact us at humanresources@invitationhomes.com.
To all recruitment agencies: Invitation Homes does not accept agency resumes. Please do not forward resumes to Invitation Homes employees. Invitation Homes is not responsible for any fees related to unsolicited resumes.
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