Customer Service Representative - PM

Charlotte, NC, United States

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.

E ssential 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

E ducation a nd/or Experience High school or GED

Minimum 2 years of administrative experience in Property Management, or equivalent combination of education and experience

Previous experience using property management software

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 Must maintain professional appearance.

Ability to be at work on a regular and consistent basis; Overtime may be required for this position.

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.

W ork E nvironment

Standard office working environment that may be busy and noisy at times.

Salary Range

$16.37 - $28.38 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 [email protected].

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.