Customer Service Representative- HOA

1KD THR Property Management LP; Texas; On-site; USD 25,000 - 43,000; Full time

Benefits offered by this job

Health, dental, vision, and life保险

Long-term and short-term disability

Generous paid time off

401(k) with company matching

Casual dress

Team events

Job summary

Invitation Homes is seeking an HOA Customer Service Representative to coordinate between residents, HOAs, and internal teams. You will resolve HOA-related issues, support compliance processes, and ensure superior service through proactive communication and problem solving.

Responsibilities include reviewing dashboards, guiding residents on HOA processes, managing registrations, and maintaining records in Salesforce, with collaboration across Compliance, Leasing, and local market teams.

Qualifications

• High School diploma or GED required.
• Minimum four years of customer service and/or HOA/property management experience.
• Property management experience preferred.
• Accreditations such as ARM, CAM, CPM, PCAM preferred.
• Yardi knowledge preferred.
• Familiarity with federal fair housing laws and local housing provisions.

Responsibilities

• Review dashboards to identify actions, prioritize tasks, and monitor aging items.
• Guide residents on HOA expectations and deadlines; obtain documentation; record interactions in Salesforce.
• Manage HOA-required tenant registrations and applications; coordinate with internal teams for timely approvals.
• Serve as first contact for HOA-related concerns; document issues and coordinate resolutions.
• Handle calls with CARE principles; meet call targets and escalate complex issues while owning resident experience.
• Maintain relationships with HOAs and management companies; support curing steps and resolution of escalated issues.

Skills

Customer service

Multitasking

Verbal & written communication

Organizational skills

Education

High School diploma or GED

Tools

Yardi

Microsoft Office

Job description

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 esc‑alate 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 Range

• The 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

• 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 [e-mail].

As the nation’s premier home leasing company, Invitation Homes provides more than 80,000 high-quality homes across 17 markets—delivering what we call “The Lease with More.” We offer our residents more value through updated homes, seamless experiences—whether digital or in person—greater flexibility to live where they want, and support from professionals who lead with Genuine CARE™. Our commitment is to “unlock the power of home,” creating meaningful living experiences in the communities we proudly serve. At Invitation Homes, our associates are the foundation of our success. We are committed to “Unlocking the Power of You” by connecting each role to real impact, investing in growth and development, and fostering an environment where people feel supported, valued, and at home. Guided by our Genuine CARE values—communication, accountability, reliability, and excellence—we empower our teams to innovate, collaborate, and deliver exceptional experiences for our residents. As we continue to grow, we offer dynamic career opportunities across a wide range of disciplines. We are looking for talented individuals who are inspired to make a difference, embrace the journey, and help us raise the roof on what a modern leasing experience can be.