HOA - Customer Service Representative

Invitation Homes; Dallas (TX); On-site; USD 24,796 - 42,705; Full time

Benefits offered by this job

Annual bonus

Health insurance

Dental insurance

Vision insurance

Life insurance

401(k) with company matching

Paid time off

Casual dress environment

Job summary

Invitation Homes is seeking an HOA Customer Service Representative to act as the primary liaison between residents, HOAs and internal teams. You will resolve HOA issues promptly and support compliance processes through proactive communication.

You will review dashboards, guide residents on HOA expectations and deadlines, and record progress in Salesforce. Strong MS Office and Yardi experience are preferred.

Qualifications

• High School diploma or GED required.
• 4+ years of customer service and/or HOA/property management experience.
• (4) year degree or (4) years in property management preferred.
• Property management experience preferred.
• Yardi knowledge preferred.
• Proficiency in Microsoft Office applications.
• Strong written and verbal communication skills.
• Familiarity with federal fair housing laws and local housing provisions.

Responsibilities

• Serve as primary liaison between residents, HOAs, and internal teams.
• Review dashboards to identify required actions and prevent delays.
• Guide residents on HOA expectations and deadlines, collect documentation, record progress in Salesforce.
• Manage HOA-required tenant registrations and applications with internal teams.
• Coordinate resolutions that meet HOA expectations and address property concerns.
• Maintain relationships with HOAs and management companies and support steps with Compliance and Leasing teams.

Skills

Customer service

Communication

Multitasking

Microsoft Office

Problem solving

Education

High School Diploma/GED

4-year degree preferred

Tools

Yardi

Salesforce

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 escalated 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

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 [e-mail].