Invitation Homes is a fast-paced evolving company, offering high-quality homes for lease in desirable neighborhoods across America. As the nation’s premiere home leasing company, we own, lease and operate approximately 80,000 properties ensuring a move-in ready living space that provides a clean, safe, and functional home for our residents.
The market teams include our Leasing and Property Management teams as well as our Rehab, Turns & Maintenance professionals. Together, our talented teams create excellent resident experiences from the time the resident moves in to the home, throughout the duration of their lease and during their transition as they move out. Our teams work hard to create and maintain high-quality homes and ensure potential residents are presented with a rental property they can’t refuse!
We are seeking candidates with a drive to excel in our thriving organization. We are looking for professionals who are ready to join our work-family, provide excellent service to internal and external customers and embrace our fast and friendly approach. As the single-family home rental industry is quickly evolving, we are looking for dedicated learners who are passionate to serve our residents and maintain top-quality homes. Apply today! We’re looking forward to getting to know you!
Job Summary
The primary function of this position is to provide high level customer service to residents in a fast-paced, high- volume environment. The Customer Service Representative (CSR) is responsible for resolving resident-related inquiries and supporting the local market with general property management functions. The CSR contributes to the profitability of the organization by establishing a highly successful and efficient customer service environment. This individual is the service champion ensuring they have the appropriate knowledge required to address client needs and generate desired outcomes.
Essential Job Duties and Responsibilities
Create and maintain a high service, customer-focused environment
Greet and assist walk-in residents and/or prospective residents and answer incoming phone calls in a polite and professional manner
Responsible for handling property issues and general property condition assessments (GPCAs) while providing genuine care
Accept rent payments and forward to Assistant Portfolio Manager
Completes resident welcome calls and emails and creates smart home accounts
Processes HAP applications and assist with communication to Housing Authority
Perform outbound delinquency calls to residents for rent collections
Assist in managing resident responsible HOA Violations
Maintain awareness of ongoing expectations and changes that occur
Monitor and work thru all action items on the CSR-PM dashboard in Salesforce
Perform other duties as assigned
Education and/or Experience
High school or GED
1+ year of administrative or customer service experience
Property Management experience is a plus
Previous experience using property management software is preferred
Skills/Specialized Knowledge
Ability to work well under pressure and handle escalated calls with a calm demeanor
Possess strong communication and problem-solving skills
Intermediate proficiency in MS Word, Excel, Outlook and Adobe
Excellent organizational skills
Strong communication skills, both verbal and written
Ability to write clear and concise correspondence
Work collaboratively with team members
Other Requirements
Physical and Mental Demands
This position will spend long hours sitting and using office equipment and computers. The position may also entail light lifting of supplies and materials occasionally, up to and including 20 pounds in addition to reaching, stooping, standing, and walking. This position requires the ability to talk, hear, compare, compute, compile, copy, analyze, coordinate, synthesize, negotiate and communicate. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.
Work Environment
Standard office working environment that may be busy and noisy at times.
Salary Range$16.37 - $28.38
Compensation and BenefitsTo 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.
